Here's a real world example of DRM negatively affecting a customer. It doesn't have anything to do with Ubisoft or the OP really, but thought i'd mention it..
So I just recently bought Divinity 2 which comes packaged with SecuROM disc check DRM. Fair enough.. I've never really had problems with SecuROM disc check before and have played quite a few games that use it. I loaded up the game and it was incredibly stuttery in game, the menu took 10-15 seconds or more to pop up once you hit ESC, and in general was unplayable IMO. I tried every trick under the sun to get it to run decently, looking through forum posts and whatnot. I did finally come up with some settings that helped but nothing that truly fixed the issues entirely. Now here's the kicker.. I read a forum post where some guy suggested downloading a crack for the main exe and that it helped with his load times and responsiveness in game. So I downloaded it..
I immediately noticed a decrease in load times. The main menu started pulling up in maybe 1-2 seconds as opposed to 15. The game loaded saves faster, and I gained 15-20 FPS in game. No joke, I measured it with FRAPS. The game went from barely playable to enjoyable. All I had to do is get rid of SecuROM..
IMO, the biggest kick to the face about my whole ordeal is the fact that US version was released on Jan 5th 2010 I believe, but there has been a UK (english) version of the game available on torrents since 11/3/09! So removing SecuROM from the US versions would have made perfect sense because it isn't/wasn't going to stop piracy since the game was already out there. Yet, what did they do?.. Release a game where the pirated version is far superior to the actual retail counterpart due to unoptimized DRM code that didn't stop piracy at all..