When PC players ordered the limited edition of Might & Magic Heroes VII, they expected a physical copy of the game and soundtrack, as advertised. But for some players, there was a cruel surprise: an empty hole where the DVD and CD should have been.

Here’s what it looks like, based on melchior1090’s Imgur post about the ordeal:

Sometimes things get missed up in shipment, but a lengthy thread about the collector’s edition on Ubisoft’s message boards suggested it was a lil’ more than that. Everyone in the US who had ordered this version was also lacking discs.

melchior1090 was not alone.

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It appears Ubisoft changed the product description for the collector’s edition long after many people had already purchased it, which meant a good number of folks purchased something different than what Ubisoft actually shipped.

Instead of a disc, the box shipped with a digital version of the game. The reason to order these fancy collector’s editions, however, is to have the physical items.

What really upset some players, however, was Ubisoft denying them refunds. Here’s how blackdragon203’s conversation went with Ubisoft customer support:

“Honestly what collector buying a collectors addition wants a digital download? I paid for expedited shipping for this. Why would they even offer expedited shipping if its digital download. I called the Uplay Shop today to ask for a refund. The support representative said he’s already had 5 calls about it today. They gave me the standard run around saying that it could not be returned because it was a digital download. I did not purchase a digital download. It was not listed as such when I preordered it. They tried to tell me I need to call another number and then gave me the exact same number I called (1-888-824-7038). After 40 minutes on the phone they finally transferred me to a ‘managers’ voicemail. Now I received an email stating: Recently you requested personal assistance from Ubisoft Support. We assume your issue has been resolved and have closed your ticket. If you do not need any further assistance with this request, there is no further action needed.”

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The complaints culminated in a massively popular reddit thread that seemed to finally catch Ubisoft’s attention, as the company quickly did a complete 180.

In an official statement, Ubisoft said it would offer refunds and a free game:

“Ubisoft regrets any confusion created by the marketing materials from our Might and Magic Heroes VII Collector’s Edition. 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. We are accepting complete refunds from any dissatisfied customers and will be providing a compensation plan of one complimentary digital PC game for consumers that have already purchased the Might and Magic Heroes VII Collector’s Edition from the Uplay shop in North America. Affected consumers will be able to pick one game of their choice from a selection including Far Cry 4, Assassin’s Creed Rogue, The Crew, Toy Soldiers: War Chest Hall of Fame Edition and Zombi.” We are sorry for the inconvenience and hope the above statement will help to clarify the current situation.”

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Unfortunately, it doesn’t appear Ubisoft plans to ship more physical DVDs.

Bummer.

This isn’t the first time something like this has happened recently, either. The limited edition of Halo 5: Guardians ran into a similar predicament, with players only being given a digital code for the game. Microsoft has tried to make good on that, however, by allowing people to swap the code for a physical copy.

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The quasi-digital future is weird.

You can reach the author of this post at patrick.klepek@kotaku.com or on Twitter at @patrickklepek.