AGS Customer service, or support…
You have this user’s logs, screenshots etc. He’s done everything you’ve asked of him. There has to be a better fix than telling your player base “oh well, EAC has flagged you for reasons that aren’t in your control, we as the people who own the game can’t do anything, say goodbye to over 1000 hours of play on this character.” Be reasonable, be professional - fix this, it should definitely be possible, it’s all a matter of wanting to do right by your customers.
Please help to reinstate SenilyS’s account. He has invested so many hours in this game and for all that to be taken away because of a corrupted file is going to cause your player base to crumble even further. This could have happened to any one of us who have auto updates on their computer, which is most people. With this kind of resolution, it’s not inspiring any confidence in AGS. Despite all the bugs and problems, our company has continued playing this game because of the friendships we made, and SenilyS is an integral part of our company. Between taking our friend away and forcibly merging us into another server so we’ve lost our territory for the second time without having ever lost a defense, AGS has taken away a lot of the reason for me to play this game.
Can we get more upvote to this thread to bring this to light? Clearly this is a bug. The fact that the customer service and developer engineer team can’t even land on a definitive reason on how or what was the cause of this issue and yet still decided to just perma ban a player is to me the most disrespectful move. Anti cheats software failing to recognize the OS update and flagging it as a cheat is not A uncommon thing. This happened to COD,R6S and more. Who are you kidding with this response? AGS, do you really think your game is bug free to the extent that you cannot comprehend this bug could occur? We demand a better fix/reponse than what you have given us. incompetent.
> Please help upvote this issue so that AGS can look at it one more time.
SenilyS is a friend of ours and we can see how hard and how much time he spent in playing the game with all the hard work and this is how you repay one of your loyal players.
Clearly there is no violations that are made. All we want is to un-perma ban him and make him able to login and play again his character.
Please do more - help to escalate this to a higher level of support. Losing this player will impact multiple players in this company. This is clearly just a technical issue and the emails and live chat all vindicate him of wrongdoing.
Perma banning him just because you can’t fix the bug/issue is such a D*** move. Banning him because of cheating without disclosing any details or evidence is also very unfair for him. Does that mean it could just happen to anyone in the game? if you just rely on the number of reports for banning someone without any justification then everyone is at risk. Please do better AGS.
AGS, this is not good customer service at all.
Right now, we all know that New World has a population issue, which means retention and growth of playerbase is paramount to the continued success of the game.
However, incidents like what’s happened to SenilyS is what causes distrust and reservations if AGS actually cares or works in the best interest of its customers.
SenilyS has conformed to every request from your response team to validate and verify required information and received confirmation that all was well with his account, so why is the EAC trigger still an issue?
If auto-updating of the Windows OS causes an EAC trigger, then that’s a major cause for concern. OS updates are critical to security and stability so why is he getting a ban for doing the right thing?
The players who continue to play New World naturally want the game to continue to be viable and enjoyable but decisions like these that go against commonsense and reason baffles all of us.
We hope you will look into SenilyS’s issue again and reinstate his account as this has not been managed in a sufficiently responsible manner.
Its interesting to see AGS decision to PermBan a user due to unclear reasons as show in the screenshot.
It is clearly telling us that AGS will throw a BAN hammer if they are unable to find the resolution to your issue that might be cause by wrong report from EAC.
As a IT Professional myself, I will always try to resolve customer problem and retain customer confident and not push them away. You might not know whether this customer of yours might bring in more customer due to your great support.
Hence, AGS, you really need to do something about it and not just ignore the problem. Customer losing confident in you and quitting the game is not what you want for your first launch game.
I’d appreciate Amazon’s reason behind a permaban.
Looking at the interaction OP has remained respectful throughout, identified the problem and worked with AGS to explore how to fix this.
EAC appears to have incorrectly flagged for a Windows update.
While I can understand how Windows updates can be flagged as background activity, I’m certain anyone with common sense knows that to be legitimate activity.
New World has had a multitude of bugs since launch, with some being resolved and more being introduced. Those still playing have been patient and continued despite this. For Customer Support to PERMABAN a player for reporting a genuine problem, simply because you cannot or don’t want to get around to fixing a problem is irresponsible and frankly abysmal support behavior.
Based on reports from Reddit, this is not an isolated case. And can happen to any of us. Please continue to look into this.
Bumping this thread up for visibility. It’s a Sunday and we should be happily running mutations with our friend SenilyS, but he still doesn’t have access to his character because he’s been permabanned for something that wasn’t his fault at all.
Bumping this concern cause it might get closed without proper action.
Please AGS look at this again…
can’t believe the effort someone has to go through just to get a lick of attention if they even get that. Like what are you suppose to do after being so wrongly done like this? Honestly kills the motivation i have for the game seeing this and i wasn’t even the one banned.
Sorry to bother you again, but here’s another gentle daily reminder that our friend’s account is still banned for no good reason and we would very much like him back with us again. Thank you.
Keeping this problem in the spotlight as it’s still not resolved for the player affected. We sincerely hope AGS can take a bit of time to rectify what has already been a very stressful and agonizing experience for our friend - who continues to loyally hold on for a favorable outcome.
you guys unbanned him from Lost Ark and he hasnt even played the game. You unbanned him from the wrong game??? What is happening with this. This is literally in shambles.
Can an AGS rep shed further light on this matter? It seems a decision was made to reverse a ban decision, but somehow, someone unbanned him from Lost Ark, a game that he doesn’t even play?
Hello, SenilyS received an email from AGS saying he has been unbanned…from Lost Ark, which he doesn’t play. Could you please help to unban him from New World? He’s already missed one entire mutation, for which he was looking forward greatly to. Please bring his account back as it was just before the ban so that we can continue to play with our friend!
It’s been over a week AGS. Is this how you want to be known to your player base? Go resolve this properly - it’s pretty obvious the issue isn’t with the player and it’s pretty clear that your support response has not resolved the issue.
Hello again! SenilyS still hasn’t gotten his account back yet. I know the devs are busy, but we’d really appreciate it if you could bring our friend back.
