Complaint Review: Ubisoft

I was watching E3 2016 last year when they finally announced the new South Park game, The Fracture But Whole. They told everyone to pre-order the game and pay it off in full to get a bonus game, South Park: The Stick of Truth. So I did on 6/13/16. After I was charged the full amount, a few months went by and I thought about cancelling my order because they pushed the released date back and had no idea when it would release. When I spoke to a representative at that time, they told me to keep my pre-order because it was already paid in full and I didn't have anything to worry about. So I decided to keep it.

Fast forwarding to now, on 10/14/17 I received an email saying my order was cancelled. I immediately contacted them minutes after receiving their email, and was only able to contact them through their "email support". So I sent them an email opening a support case. A representative responded saying that they will be looking into the problem once they have more information on their end on what's going on. So I waited 2 days, and tried their chat which I could not get on. I then tried their customer service number, which the recording says if your calling about anything other than you being locked out of your online account, the representative will not help you and will direct you to email their support.

I stayed on the line anyway and spoke to a female representative who said she was going to move my case to the inbox of the support team. Which was unacceptable and meaning I had to wait for a response. I tried their chat line again, finally got through and had a representative who asked if my order was done through "Digital Rivers" and I said "No, it says UPlay Store". The representative said he was trying to get a hold of their technical support team and asked me to wait. I waited for 5 minutes and he came back telling me that the technical support team is aware of the issue and I was not the only person this happen to but they are looking into it.

I asked when will I receive my game? And his response was "I don't know. It depends how fast the technical support team can fix the issue. But I'm sure they are already working on it to have it fixed by the release date". I told the representative that the release date is tomorrow (10/17/17) and he said I'm sure they will have it fixed by then but otherwise we don't know how long it will take to get the issue resolved. I was hoping for an email that stated this and I received nothing. I went on to their Facebook page to try and find out if this happened to anyone else, which I found 1 other person. I also received a response from Ubisoft (whoever runs their Facebook page) and was told to contact their support. When I told them I did and Ubisoft has my money but I have no game, the person responding stop replying to my messages.

All I want is for Ubisoft to take my game, "South Park: The Fracture But Whole PlayStation 4 Collector's Edition", put it in a box, write my mailing address on the box and ship it to me. I paid for this game in full and there should be NO reason that I shouldn't have it on release day. This is bad business on their part and poor customer service. They have both my money and my game because of their computer glitch which has nothing to do with my product I ordered. This is a time where the President of the company needs to start making heads roll in his company and correct what is going on.