Character Transfer System Broken

[Calerid]

I have had some really shitty support from AGS in the last 24 hours and I am pretty pissed at this point. I tried to transfer a character from Orofino last night, it stated the transfer was going through. It did this for about 20 minutes and no change. While that was happening I thought I would try and transfer another character out of the East Coast to test if I could fix the issue or see if another transfer would work. Well it sent my freaking character from the East Cost of the US to the EU Central without issue. I still cannot transfer my character from the East freaking coast to the West because there is now a stupid cooldown because the system didn’t work properly to begin with. I have been given the run around by several agents with NO help. NO solutions and a ton of lies.

Attached is one of those experiences. You guys have NO supervisors WHATSOEVER?

You are now connected to Jourguen Fabricio from Amazon.com.

Me [5:41:30 PM] : Issue: New World - Technical: Server Character Transfer Issues

Jourguen Fabricio [5:41:37 PM] : Hello, my name is Jour. I’m here to help you today.

Me [5:42:24 PM] : Hello Jourguen!

Me [5:42:24 PM] : I don’t mean to be rude. I need to speak to a supervisor. I have spoken to several reps with no assistance. This is regarding a server transfer not completing.

Jourguen Fabricio [5:43:35 PM] : Hello, no worries about it, unfortunately AGS does not have supervisors, this is the last point of contact, if you do not mind I can give a shot

Me [5:44:00 PM] : AGS has no supervisors? What about managers?

Jourguen Fabricio [5:46:26 PM] : I mean, this is only one straight line, we all are agents, there’s no higher department, I apologize if you find it quite annoying

Me [5:47:21 PM] : If I tell you what the issue is, and you cannot help. Will you please transfer me to a manager?

Jourguen Fabricio [5:48:49 PM] : I would like to do so, but I afraid it won’t be possible, just imagine this department as a deadend road

Me [5:49:20 PM] : Oh boy.

Jourguen Fabricio [5:49:50 PM] : If the issue can be escalated I would probably file a ticket, but first I need to determine what’s happening

Jourguen Fabricio [5:50:18 PM] : I understand how disappointed you might feel

Me [5:52:49 PM] : Jourguen, I would like my character Calerid transferred from the server US East to US West. I attempted last night and it would not go through - it stated that the transfer was happening and then it stopped. Now there is a timer and I am unable to get my character transferred. I have spoken with 3 agents. 1 said he would talk to the dev team. The next left me waiting for about 20 minutes just to say no and then leave when I didn’t reply fast enough. The next said yes and then no.

Me [5:52:49 PM] : I just want the timer fixed so I can use my transfer token, so I can play with my friends. I work as a firefighter and our time off rarely aligns. I have spent an hour trying to fix this.

Jourguen Fabricio [5:56:46 PM] : Allow me a sec to review that

Jourguen Fabricio [6:00:37 PM] : May I know the servers? the one your character is currently in and the one you would like to move it over to?

Jourguen Fabricio [6:02:09 PM] : I’m not trying to rush, but the chat has been idled for quite a long, if there’s no response back from your side, I’m afraid I will close it

Me [6:02:31 PM] : I would like my character Calerid which is on US East, moved to US West.

Jourguen Fabricio [6:05:25 PM] : But what are the servers?

Me [6:06:35 PM] : My character is on Orofena, I would like it moved to Aukumea

Jourguen Fabricio [6:08:03 PM] : How long is the timer you’re referring to?

Me [6:08:10 PM] : 3 days

Jourguen Fabricio [6:08:46 PM] : Right

Jourguen Fabricio [6:10:47 PM] : At this moment no one is able to swap servers, since there’s a high peak of players returning and new character creations, so I’m afraid I will not be able to help you out

Me [6:11:30 PM] : That’s funny. You can’t transfer at all?

Jourguen Fabricio [6:12:23 PM] : No really

Jourguen Fabricio [6:12:59 PM] : In this case you will have to until the timer runs out to be able to use the swamping ticket

Me [6:13:37 PM] : Please escalate this, Jourgeun.

Jourguen Fabricio [6:14:33 PM] : I would like to do so, in fact the information I just gave you that was a memo from them

Me [6:16:33 PM] : Alright - well I would like to talk with them. I have had a bunch of issues with this process. I have talked to several reps and received different answers and wasted my time with this process. Please escalate this so that I can get this process changed for the next person who runs into the same issues I have.

Jourguen Fabricio [6:19:38 PM] : I sure comprehend you anger, yet that team is literally unreachable even for us, the only way is going through the ticket, but if I file one they will not accept it since this is not an issue with a high impact or severity, as were told

Me [6:20:37 PM] : “There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.” - Jeff Bezos / tell them that in the ticket.

Jourguen Fabricio [6:21:10 PM] : Right

Jourguen Fabricio [6:21:14 PM] : Now, I’m afraid to tell you If there’s nothing else I can assist you with, feel totally free to close the chat, other wise I’ll need to close it

Jourguen Fabricio [6:22:13 PM] : Thank you very much for contacting Amazon support

[Rickyleonne]

I wonder if someone could elaborate why a cooldown timer needs to exist for character transfers. You are required to have to buy the tokens for it anyway, so what’s the point of requiring a 3-day cooldown?

People want to swap characters to play with their friends. They’re only allowed to have one character per worldspace (for some strange reason). So what happens when players want to bring over their main from another server without deleting the current character that they’re playing on?

I would really like the dev team to provide some sort of reasoning for this. It’s ludacris

[Fenrirskoll]

Hello @Calerid and @Rickyleonne,

I am sorry to hear you ran into the character transfer limit. Unfortunately, and as you were correctly informed about before, there is no way around that other than waiting on the timer to elapse but once it does you are welcome to try your character transfer once again. The reasoning behind this is to avoid spamming transfers that in turn may lead to delays in legitimate transfers.

As far as what the agent mentioned in the chat, the information is correct: It is not that the agent does not have any higher ups but it is a business decision that these do not handle contacts. The agent provided correct information given your scenario, where if displeased or wanting to provide any kind of feedback on the correct information given, you are welcome to do so via the Feedback section of the forums or you can also submit your valuable feedback In-Game by doing the following:

1- Press “Esc”, select Game Menu, and then Submit Feedback.
2- Provide a description of the feedback, rate your experience, and then select Submit.

Hope this helps and see you in Aeternum!

[Vizigoth]

Fenrir told you, we aren’t allowed to have friends

[Calerid]

That’s how it feels. The design is so much towards a solo player MMO.

[Vizigoth]

Ya, I was debating coming back but I can’t transfer to play with my friends either. They are over on Yggdrasil. I was one of the first in after this mornings patch, went to go try and transfer, still disabled. So its not even based on a queue or some logic, just straight up nope.

I’ll take my chances playing League or something else. Been around since Alpha, I can see they are still making really poor decisions.

[Fenrirskoll]

Hello Aeternum dwellers,

I understand the points you make and remind you that you can share your thoughts and feelings in the Feedback section of the forums or you can also submit your valuable feedback In-Game by doing the following:

1- Press “Esc”, select Game Menu, and then Submit Feedback.
2- Provide a description of the feedback, rate your experience, and then select Submit.

Hope this helps and see you in Aeternum!

[Sidhe]

This system is definitely broke. I’m going through multiple chat sessions and emails with AGS for transfer issue due to “unexpectedly lost contact with gameplay server, please try again later.” It’s been 3 days and for the first 2 days the dev team didn’t understand what my issue was until I aggressively asked to update the ticket so they have correct information. Meanwhile searching the forums and reddit, AGS knew about this issue since few months ago and was not able to fix this. Reddit uses I spoke to all gave up because the final answer they got from AGS was “be on the lookout for future update for the resolution of this issue.” I might give up soon too.