Banned without Notice/Explanation - Unpleasant Customer Service Response - Mods Please Read

[lolwut]

Yesterday I woke up to a 24 hour ban, citing ‘abusive behavior’.

I had no issue waiting for the ban to end, but figured I’d still like to know why exactly I was banned to help prevent the issue from occurring again (constructive punishments work this way, usually). I submitted my appeal ticket, and just as I suspected, before hearing back from any form of moderator/administrator from the ‘ban department’, the ban ended, and I assume I won’t hear back. (My only intent is to find out why I was banned to prevent it in the future)

Instead I contacted customer support a couple of times throughout the day to check on the status of the appeal only to find out customer service has no way to access even the status of the ban or the information regarding it.

My last interaction was horrible. I was essentially told “there is no resolution for this” and “you’re going to get the same response tomorrow” (there are always solutions, only those who do not chose to contribute to them). Met with one word answers to full sentence questions such as ‘yup’, ‘nope’ and ‘:)’. Received the ‘were not trained in this subject’ multiple times, and was reminded that customer service is our last point of contact with New World mods when asking to escalate the situation. The chat was then ended while I was typing.
The last half of the responses seemed entirely unnecessary and counter productive to the situation.

Realizing that the conversation was going nowhere, I submitted a ticket with customer support regarding the conversation, only to be met with (I’d assume the same Agent responded, because of what happened next.)

I then received 5 emails signed from said agent, all of which the standard response had been copied and pasted at least 3 or 4 times in each email (why not just once?), and all but one missing the “review your experience with support” buttons. I didn’t think anything of it until this morning when I realized this was probably some kind of retaliation for asking Customer Support questions. I’ll leave the name of the CS Agent out of this post as that is a separate issues (if mods/customer service are interested in discussing this they can message me here, but this is a separate issue and my problem has still not been solved)

My only intent last night and at this point is to find how I got banned so we can turn this into a constructive situation for players being banned while they sleep. Citing 1 of 5 vague CoC (which also leaves a lot of room for individuals decision making when under review).

So… is there a way for players to know what specific “abusive behavior” was cited to initiate a ban?

@NW_Mugsy

[Faoiltiarna]

post screenies please

[lolwut]

I’ll post them after I remove the name from the pictures if it comes up. I’m not trying to make it look like I’m targeting one individual vs the blatant issues people are having with auto/unwarranted bans.

[Cannomaly]

why? if the person is doing something wrong, they need to be called out on it and put on the spot. they need to be held accountable for their actions. They didn’t show you the same respect. it’s a 2way street not a one way highway.

[lolwut]

Correct, but the player base is not the right group of people to do that to employees. The same way the company should not be publicly reprimanding or apologizing for other employees that may do this. I’m interested in resolving the issue but I am willing to do it behind a closed chat where they have the chance to make the situation right without making every detail entirely public.

If it were me (even if I were doing the job wrong), I wouldn’t want my name publicly posted tothe people who angry about the situations.

Again this post is about this experience in particular and the problems us users are having with not knowing why they were banned other than a vague CoC reference.

[Cannomaly]

I can see your point of view, but also, if they were put on the spot publicly. Then, just maybe then less and less CSRs will treat customers poorly. When people see others get punished for the things they are also doing, they tend to back off on those things they are doing that could land them into serious trouble.

Edit:
Also, if you wanted it done behind doors, then you don’t bring it to a public forums where others can voice their input on the situation.

[caradrin]

Friend was making fun of marauders that they only PVE (no insults/slurs/racism etc) got 24h ban. He was trying as well to get some info what was reason which word or sentence and nothing.

So don’t even try to joke with people, few reports and insta ban, they made sure ban system will work too bad rest of game is bug on bug on bug

[Prepared]

I suggest to you that if you’re going to use any part of the in-game chat system that you answer questions only with constructive information. I agree that the system is flawed and is open to wide abuse by opposing factions. Therefore the best thing I can suggest you can do at this point is only help those that are asking questions. Then you’re not one of the guinea pigs thrown out of the game while the system is improved over time.

[lolwut]

@Cannomaly Most that I’ve had the pleasure to speak to with Amazon do not treat customers poorly. Again, this is the responsibility of their employer, not ours. I’m bringing the situation to light publicly and leaving specifics to the people who can actually do something about it, because we already cannot.

@caradrin Honestly, at this point, yes that is the best route to go. I personally wont be speaking outside of PM in game or disc from now on.

[lolwut]

This problem has still not been addressed to my knowledge and I have received 0 communication from Mods/Team/Ticket regarding the interaction with this agent OR the reason the account was banned, although it was moved to “English Support” by a Community Manager.