Affected players are also eligible to receive a free digital code redeemable for one of five Ubisoft-published PC games.
Related: Ubisoft’s ZombiU is coming to PS4, Xbox One, and PC next month
An Imgur album linked from a popular Reddit thread offers proof that Ubisoft advertised a physical DVD as part of Might & Magic Heroes VII‘s Collector’s Edition package on several occasions. The publisher also hosted an official unboxing stream on Twitch, clearly showing a DVD case among the European Collector’s Edition contents.
When players in North America received their Collector’s Edition packages, however, they found empty space where the game’s DVD case and CD soundtrack would normally be located. When many affected customers approached Ubisoft for a resolution, support agents automatically redeemed digital copies of the game to user uPlay accounts as compensation.
Players who then asked for a refund were denied, as the company afterward claimed that returns for items including digital codes could not be returned, even if they were automatically redeemed against customer wishes. Widespread fan outcry later led Ubisoft to reverse its decision.
“Ubisoft regrets any confusion created by the marketing materials from our Might and Magic Heroes VII Collector’s Edition,” the company stated. “We understand that some customers in North America were not aware the Collector’s Edition delivered digital versions of the game and soundtrack. Ubisoft apologizes for any frustration and disappointment resulting from these items being in digital format vs. physical format.”
Ubisoft is now offering full refunds for affected players. Users who request refunds will also receive a free digital PC game of their choice from a selection that includes Far Cry 4, Assassin’s Creed Rogue, The Crew, Toy Soldiers: War Chest Hall of Fame Edition and Zombi.
