Ubisoft's DRM service fails; paying customers can't play

Well that didn't take long. Remember the rather draconian Ubisoft DRM that we talked about back in February?

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Well today the DRM servers, the ones that you have to remain connected to in order to play, have failed, leaving honest paying customers with no way to play the games they've paid for. Just to be clear, Assassin's Creed 2 PC, one of the games using this new DRM, just hit UK retailers on Friday (the North American edition is due out on March 9th). Ubisoft didn't even make it 3 days before they let their fans down. To hear the story from the people impacted, check out this thread in Ubisoft's forums. At one point a UK Ubisoft rep posts saying:

I don't have any clear information on what the issue is since I'm not in the office, but clearly the extended downtime and lengthy login issues are unacceptable, particularly as I've been told these servers are constantly monitored.

I'll do what I can to get more information on what the issue is here first thing tomorrow and push for a resolution and assurance this won't happen in the future. I realise that's not ideal but there's only so much I can do on a weekend as I'm not directly involved with the server side of this system.

_________________

Ubi.Vigil

Community Manager

Ubisoft UK

After more replies from upset users, another moderator (username: ms-kleaneasy) posted, saying:

Just to clarify it might be Sunday but don’t think that means we’re sitting on this and doing nothing until tomorrow. Shade and I have been sending emails and placing calls with those in a position to look into the problem, they in turn have been doing just that, checking out exactly what the issue is.

I realise you can’t see what we’re doing behind closed doors but please don’t assume that means we’re doing nothing as I can assure you it wouldn’t be further from the truth.

I’ll post more when I have more information

Moderator ms-kleaneasy posted a few more times, but primarily to defend the company and his/her actions. Needless to say the posts were not well-received by frustrated customers. Ubi.Vigil (why do gaming company support people refuse to use real names?) posted an announcement thread saying:

Due to exceptional demand, we are currently experiencing difficulties with the Online Service Platform. This does not affect customers who are currently playing, but customers attempting to start a game may experience difficulty in accessing our servers. We are currently working to resolve this issue and apologize for any inconvenience.

_________________

Ubi.Vigil

Community Manager

Ubisoft UK

And that's how things stand as of now. Apparently the servers are still down and have been for at least ten hours, but given the late hour in the UK things seem to have settled down somewhat. UbiSoft, do right by your customers and turn off this ludicrous DRM system before the US version of the game hits store shelves! All you're doing is driving gamers away from your products or to pirated versions. This is no way to treat honest customers! It's been said time and time again: DRM only hurts paying customers.

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