First, I almost couldn’t believe it when I read the following from AGS support:
“You have come through to US customer service, because you are not a US customer, we cannot help you.”
This alongside persistently spamming:
“Is there anything else I can help you with?”
While totally ignoring everything is exceptionally poor customer service - and frankly it leaves a bad aftertaste when the entirety of the front-level employee base appear to be American, yet will not action anything unless you are a US Amazon customer, despite servicing a global audience. Put simply, do better.
As for the latency issues, most people I’ve spoken to haven’t had such problems (good for them), but ever since the first big maintenance patch I - and others from what I can see - have been hit with really high latency issues that are persistent. In my experience, this did not happen during the beta phase nor immediately upon launch.
All the general troubleshooting has been done. DNS flushing, winsock resets, firewall and antivirus troubleshoots, IPv6 disables, Router forward porting, reinstallation and verification of game files, etc etc.
I had asked again and again for AGS to provide me with a server IP so that I can perform a tracert in order to find out exactly where the hops are going (as its pertinent to the core issue), but instead that element is being totally ignored and rather - after many, many days - AGS would have a couple of logs and a dxdiag report sent in a ticket to the devs which is simply going to inform them of hardware information, but trying to locate the routing issue is still going to be a problem.
Between creating new characters on different regions, speaking to my ISP, and all other ways to try to resolve it, it is clearly an issue on Amazon’s end. Thankfully it does not seem to affect the majority of people, however for those that it does affect then the entire New World experience is extremely unenjoyable (nobody realistically wants to be playing on a pvp action-based MMO with almost 300 ping).
At time of writing, I have now spent almost 9 hours today being passed back and forth between Amazon Gaming Services and Amazon Digital Services, with each department saying that the other is responsible for handling payment topics for New World.
The interdepartmental communication within Amazon as a whole is extremely unprofessional and adolescent; it is wholly wrong that a customer should be used as the ping pong messenger to relay information back and forth - for hours on end - between differing departments (especially when they both share the same internal systems and access to internal e-mail accounts).
AGS self-nominated a 48 hour window for their devs to resolve the latency issue, but quite frankly after all the nonsense today and the sheer effort it has taken just to have a legitimate issue looked at has totally soured any shred of confidence I would otherwise have in Amazon to honourably address raised issues.
On the back of this, being told explicitly that if you are not an American amazon user, then they will not help you - well that is quite something. There is unfortunately a self-depreciative ego with some Americans where they fundamentally believe that the world begins at the US west border and ends at the US east border; everything else is alien. It’s an incredibly arrogant and ugly delusion that really has no place in customer service.