Ubisoft has disgustingly bad tech support and does not care about its customers.

[searanox]

I'd like to share an experience that I've had over the last couple of weeks regarding Ubisoft's online tech support and Prince of Persia for the PC. I posted the following message on their official forums a few minutes ago [http://forums.ubi.com/eve/forums?a=tpc&s=400102&f=4811054957&m=5751064987&r=5751064987#5751064987], which I think sums things up nicely.

I recently requested support regarding a recurring stuttering problem in Prince of Persia for PC, that coincides with the game attempting to access Ubisoft's servers - despite it supposedly being a DRM-free single-player-only game. I should note that this is a common issue that has been well-documented on that game's specific forum; no explanation or consistent fix has been found.

In my original query I stated that I have gone through all the typical tech support troubleshooting steps - disabling unnecessary programs and services, cleaning temporary files, making sure drivers are updated and installed correctly, etc. Despite this, I had the usual bunch of suggestions thrown at me anyway. Fair enough, that's expected, so I decided to reiterate my question: why is the game talking to Ubisoft, what is it telling them, and why is it causing the game to stutter?

Instead of an answer, I had more suggestions thrown at me on how to stop the stuttering, by way of a clean boot. Again, fair enough, he's trying to help. However, he did not even acknowledge the question I reiterated, and instead of attempting to provide more help, he closed the issue, marking it as "solved".

Now, I don't know what kind of arrogant garbage this is, but you do not mark a tech support issue as solved until it is actually solved. I asked a technical question and did not even get a modicum of help beyond standard troubleshooting procedure, which I had performed before contacting tech support to begin with. Furthermore, upon reopening the query, I did not receive any more replies.

In other words, Ubisoft abandoned a paying customer in an insulting and inconsiderate manner, without even bothering to attempt to address that customer's problem in the first place.

I'm simply here to relate my experience to anyone who wants to read it, and to advise that you should not buy Ubisoft products, if this is the kind of pathetic attitude they are going to display towards the people who are keeping them afloat. What concerns me even more is that my question regarded the game attempting to send information to Ubisoft. What was it sending? My Internet search history? My system details? My credit card information? I have no idea, but apparently it is important enough to Ubisoft that I not know about it, and that it occur approximately every two minutes.

I would like to ask that everyone here not give Ubisoft their hard-earned money. I'm not advocating pirating or stealing games or anything of the sort, but frankly I don't think they deserve anyone's support if they have no regard for the people keeping them in business. This kind of attitude is disgusting and should not be rewarded.

 

[Skuffyshootster]

Aw, poor you.

What are we discussing again?

 

[Kajt]

I've never really liked Ubisoft that much.

Spoiler: I couldn't resist

 

[TheRundownRabbit]

Ubisoft isnt that bad, why doesz everyone say Ubisoft sucks, they made assassins creed and far cry

 

[searanox]

Aw, poor you.

What are we discussing again?

Stop being snide. I'm pointing out that Ubisoft has terrible tech support, for one. Additionally, they are using their game as a method of sending information from my computer to theirs. What is that information? Who knows. It was never disclosed to me and I don't appreciate the fact that their support did not just say "we don't know", but actively chose to ignore that part of my question - which means that it's likely information they'd prefer we didn't know they were sending.

I am encouraging you and everyone else here to avoid buying their games and supporting them financially in other ways. They may make great games, but the corporates in control do not care about that. They care about money. Refuse them yours.

 

[Turtleboy1017]

Waaaaah Woooooh Cry some moooore.

In all seriousness, tech support is usually as good as the guy or girl your talking to. I've had one problem with my Netgear router since I got it. The first chat with tech support was with some Indian dude who couldn't speak normally, and took me 4 and a half hours while taking me no where slowly.

The second time I called, I got tier two customer support, with a guy with no accent, and he solved my problem in literally 2 minutes. TWO FUCKING MINUTES.

It's not that Ubisoft sucks its that the guy your talking to is a fucking moron.

 

[Radeonx]

I am encouraging you and everyone else here to avoid buying their games and supporting them financially in other ways. They may make great games, but the corporates in control do not care about that. They care about money. Refuse them yours.

Holy shit, no offense but that is the most retarded thing I've ever seen in my entire life.
Are you trying to tell me a company cares about money above all else?

Of course they do.
Good fucking Christ.

You admit that they make great games, which is the only reason to buy from a video game company in the first goddamn place.

While it's worrying that they're doing the information-sending-bit, you cannot seriously be urging people not to buy good products just because the company in charge wants money.

That's just retarded.

This is essentially what my opinion is on the subject. Businesses want money. They give us goods for the money. When their product is good, people buy it. Telling people not to buy a good product because you have some unneeded lust for them is, well, just plain dumb.

 

[Zacharine]

Aw, poor you.

What are we discussing again?

Stop being snide. I'm pointing out that Ubisoft has terrible tech support, for one. Additionally, they are using their game as a method of sending information from my computer to theirs. What is that information? Who knows. It was never disclosed to me and I don't appreciate the fact that their support did not just say "we don't know", but actively chose to ignore that part of my question - which means that it's likely information they'd prefer we didn't know they were sending.

I am encouraging you and everyone else here to avoid buying their games and supporting them financially in other ways. They may make great games, but the corporates in control do not care about that. They care about money. Refuse them yours.

Funnily enough, I'm paranoid enough to use my firewall to block every incoming and outgoing access to and from my computer unless I know I actually opened the program and want it to do that. Game wants internet? DENIED. Program wants internet? DENIED. A program name I don't recognize in 4 seconds wants internet? Denied and a quick virus scan with a full scan scheduled within the next few days.

Only those few multiplayer games I play get the access. And funnily enough, no program or game I own ever has been ill-served from lacking the internet connection. My philosophy is "It's a fricken singleplayer game/I won't be using multiplayer: there is zero need for allowing access through my firewalls. If I want to patch the game, I'll download it separately."

And I've long since given up on any tech support. They follow a rigid flowchart and while good for narrowing down the problem the result is either unsolvable, the problem can't be found out or I've already tried the recommended solution. The times I've actually needed tech support for something have never ended up with the problem solved, only with 'Tough luck' or 'I'm sorry, I don't know what is wrong and cannot help you further *problem solved*'

But the sad fact is that in gaming industry, after-sales doesn't increase revenue. Most companies view it as a necessary evil and a money sink that is to be minimized at all costs.

 

[AndyFromMonday]

"it tries to connect the Ubi servers for the updater, if you had took time to search the forums you would see there are multiple easy fixes for the problem. the simplest being disconnect the network cable."


The reply by a members of those forums.

 

[Laughing Man]

Aw, poor you.

What are we discussing again?

Someone

a). Who's computer is not powerful enough to run one of Ubisoft's games,
b). Doesn't know how to disable a program's internet access via their firewall,
c). Doesn't know that tech support is generally universally useless across all products.

 

[Katana314]

Excuse me while I go make a topic about the sky being blue.
So EA, Ubisoft, EIDOS...who CAN we reliably buy a PC game from now?

 

[Supreme Unleaded]

look, if we stopped buying products because of customer support then the 360 would be the worst selling console in history (I have had MANY bad experiences with them, I don't know about Sony, havent had to call them yet).

My point is, just hope you don't get a buggy game.

 

[2012 Wont Happen]

Aw, poor you.

What are we discussing again?

Stop being snide. I'm pointing out that Ubisoft has terrible tech support, for one. Additionally, they are using their game as a method of sending information from my computer to theirs. What is that information? Who knows. It was never disclosed to me and I don't appreciate the fact that their support did not just say "we don't know", but actively chose to ignore that part of my question - which means that it's likely information they'd prefer we didn't know they were sending.

I am encouraging you and everyone else here to avoid buying their games and supporting them financially in other ways. They may make great games, but the corporates in control do not care about that. They care about money. Refuse them yours.

so... are you encouraging piracy?

 

[KarumaK]

Company wants money... gasp, shock.
Tech Support sucks... shock, gasp.

Are you really surprised by this?

 

[searanox]

Someone

a). Who's computer is not powerful enough to run one of Ubisoft's games,
b). Doesn't know how to disable a program's internet access via their firewall,
c). Doesn't know that tech support is generally universally useless across all products.

Learn to read.

a) My computer falls well within the recommended requirements and I can play the game at a comfortable 40-60 fps on highest settings, 1680x1050. People with far more powerful setups than mine have the exact same issue.
b) I do, and have had it blocked since I found out it was trying to access Ubisoft. That does not explain why it is trying to contact them in the first place, and with what information.
c) I don't see why, if they can't answer my question for whatever reason, they don't simply say that they can't. Or, you know, they could try to find out from the relevant sources inside the company. But I guess we should accept shit because shit is the standard, right?

Do not speak to me again, worm. I have wasted my time on you, time I will never get back. It is more than you deserve.

I don't buy anything that has DRM, but

The game has no DRM. That's why it's so suspicious why it contacts Ubisoft every two minutes. Please learn to read.

so... are you encouraging piracy?

I'm not? If you had read my posts and thought for a second (see a trend developing here?) you'd see that I am encouraging you to not buy their games. If you choose to pirate instead, that is a decision I have no part in you making.

"it tries to connect the Ubi servers for the updater, if you had took time to search the forums you would see there are multiple easy fixes for the problem. the simplest being disconnect the network cable."


The reply by a members of those forums.

Do you think I haven't prowled their forums and seen such things? Disconnecting from the Internet does not work to solve the issue, nor do any other reported solutions (that there are multiple solutions for the same problem seems to imply that it isn't caused by one fixed thing to begin with). Furthermore, disconnecting from the Internet in order to play the game comfortably is what I'd like to call a massive inconvenience that should not exist. It's like telling you that you can't listen to your radio while in your car or else the steering will lock up every two minutes.

I am frankly rather shocked at how content this community is with being shat upon by Ubisoft. It's your decision whether or not to buy their games, but know that your money is going towards a company that does not care one bit about you once that money is in its pockets. I assumed that the people on The Escapist were more intelligent, observant, and concerned about their rights as individuals within a capitalist system. I was mistaken. Thank you for further damaging my faith in mankind.

 

[tsolless]

Do not speak to me again, worm. I have wasted my time on you, time I will never get back. It is more than you deserve.

Woah. So I take it you're a noble or someth... oh... No? So you're just a angry teenager angrily typing away in his parents basement that he calls his ivory tower? I see. That makes sense.

 

[hypothetical fact]

Lesson of the day, buy a console if you don't like games crapping out on you without reason.