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What is your character name in New World: TheCaptain8504
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What server/world did you experience your issue on: Valhalla (US East)
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Describe the issue you are experiencing: Missing 625 gearscore items, detailed below
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Is this a bug? (If this is an exploit, please follow the steps here: [Dev Blog] How to Report Exploits - Updated)
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(if a bug) How did the issue affect your gameplay: Missing items limiting my ability to play certain class types in game, missing items were necessary for what build I was using.
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(if a bug) Were you able to recover from the issue: Negative, situation is ongoing and unresolved
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(if a bug) Please include a screenshot or video of the issue that you have experienced:
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What are the steps to reproduce the issue as you experienced: Unknown how error occurred in the first place, items were locked, one in a storage shed. These are the only two I know for sure that have disappeared, but could be more. Without knowledge of what happened in the first place, it is impossible for me to replicate.
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When did this happen? (Date and Relative time; please include your timezone) Sometime on or before 12/09/22 (Approximately between 8-9PM 2000-2100 EST when issue was first observed) when I noticed item was missing from my inventory, and shortly thereafter realizing another item I had locked away in a storage was also missing.
Let me begin by saying that I followed your process to the letter, but am now bringing attention to my issues via the forums so that A) there is actual accountability on your end, and B) to bring it to the attention of others that this is something to be aware of, and C) for people to be aware that you will apparently now have to take pictures of all of your gear since Amazon Games/ the New World Dev team will claim no record of said items.
My issue started, or I was at least shocked to discover my missing items on 12/09/22 when I went to respec my character to heal for a mutation, when I noticed that my Isabella’s Amulet (GS625) was missing from my inventory. This was an item I carried locked in my personal inventory since the Brimstone Update for me to be able to quickly switch over to healer as needed, which I had done NUMEROUS times with said item, to include having linked it in chat sharing my build with people. I followed the steps below, found here in the forums, and contacted Amazon Games immediately and started a ticket (V785756971), at which time the first response came in within a 2-3 hour period. I followed up by sending all requested information to Amazon, who claimed to be reaching out to the Dev team in regards to the issue. The new expected turn around time to hear a response was 72 hours, at which time, had I not heard anything back, I was told to contact Amazon on the issue, and was told that I had been given a ticket number in their response (No ticket number existed in communications with Amazon at this time).
After the 72 hour window had passed and I still had not heard anything back, I tried to exercise patience and give an extra 24 hours before trying to reach out. Once that window came and went, I sent a follow up email to Amazon with a request for information on the subject on 12/14/22, shortly after receiving a confirmation of receipt email, stating that a representative would be in contact within 6 hours. No contact was made from Amazon or the Dev Team.
Fast forward two more days to the morning of 12/16/22 where I again, sent a message with a request for any information on my ticket, and again, received a confirmation message with the statement someone would be in contact within 6 hours. Once more, no response. At this point, I opened a chat with an Amazon representative, who claimed to look into the matter again, and forward information to the Dev team again, telling me that if I had not heard anything back within 72 hours to contact them again, this time I was able to get a ticket number (Referenced above).
Now we arrive to a message that apparently arrived at 4:07 am EST this morning (3 hours ago as of the time of my writing this), which reads as follows:
Hello,
This is with regards to the ticket that we have created for missing Gear Score items
We have received an update on the ticket from the technical team.
They have updated that they can’t find any records of Isabella’s Amulet in the player’s account for the last 14 days.
In this case, we can’t help with this item since we can’t verify it from our data.
As for the Sol, we can’t find any 625 GS version of the hatchet either.
However, you have salvaged a 590 GS Sol hatchet today. We can’t restore salvaged items.
We appreciate your patience in this regard. We look forward to seeing you again soon.
Hope you have a great day and wonderful week ahead.
Best regards,
Ashish
I made two attempts to contact Amazon after this message, both of which appear to have been blocked, hence my arrival and posting to the forums.
To be perfectly blunt, this is a completely unacceptable and outright lazy response, to which I highly doubt there was any real research done on the matter, but a standardized copy and paste type response was issued to push me away. These were items I had to grind to get, with several dungeon runs and untold hours of play time to not only get the items, but many many more hours to fully upgrade them, yet there is supposedly no record? I find this QUESTIONABLE AT BEST.
First and foremost, I want to say that I have been patient and have even attempted to be understanding in this matter, but this is my breaking point. I have been not only someone who has played this game since launch day, I have bought several tokens, and spent over 2,104 hours in game according to Steam at present, so I cannot and WILL NOT let this issue be dropped due to someone either being negligent or lazy. This gear was a part of not only my in game identity, it was a major part of my in game capability which has been SEVERELY nerfed by this gear going missing. What needs to happen hear is not only an investigation and restoration of the items I am missing, but an investigation into the root cause of the problem, seeing how there are other posts from people who had the exact same thing happen to them in these last few months. If you want to make the game better, if you want to keep your customers, address their issues properly, don’t fluff them off and try to sweep an issue under the rug, or try to completely deny their claim without as much as a second thought. We the players have worked VERY hard for what we have, and are proud of the gear sets we have built, and we know very well what we have and what we need! Thank you to any and all of you for your help, your time, and any actual work put in going forward in regards to this manner. Below I will include conversations with Amazon for record.
Hello,
Greetings from Amazon.
This is Seemantika from Amazon Games.
I’m sorry to hear about your issue regarding the storage.
We would like to check this further however would suggest you to follow below steps and if the issue persists help us with the information mentioned below.
Close the game completely and verify integrity of the game files on Steam.
- Launch Steam.
- Navigate to your library.
- Locate New World and right-click on it.
- Choose Properties.
- Click on Local Files from the left.
- Select Verify Integrity of game files.
Perform Clean boot : URL Listed, Removed to be able to post in forums
Then relaunch the game.
If still unable to find Share the screenshot and recent logs.
Screenshot of the Storage where the items are supposed to be
:Names of the items if any
:Steps to get logs :Users \AppData\Local\AGS\New World\LogBackups
1.The appdata folder is a hidden folder in some occasions, to be able to see the hidden folder you can follow this steps:
2.Open File Explorer from the taskbar.
3.Select View > Options > Change folder and search options.
4.Select the View tab and, in Advanced settings, select Show hidden files, folders, and drives and OK.
5.After it you would be able to see the files and pull them,Reply back to this mail and we would investigate further.
Most questions are also answered here:
The link for New world official website is: URL Listed, Removed to be able to post in forums
The link for forum for New World is: URL Listed, Removed to be able to post in forums
You can check the latest new regarding New world at the below link: URL Listed, Removed to be able to post in forums
You can find some answers to your queries at: URL Listed, Removed to be able to post in forums
You can find some troubleshooting steps at: URL Listed, Removed to be able to post in forums
Rest assured, we are here to take care of issues you encounter and we always endeavor to provide the best service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction.
I hope this helps,
We look forward to seeing you again soon.
Best Regards
Seemantika B
Your feedback is helping us build Earth’s Most Customer-Centric Company.
Thank you,
Amazon Game Studios
Thank you for your inquiry. Did I solve your problem?
If yes, please click here:
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If no, please click here:
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Hello,
I have done everything that was asked of me in this email and still do not have a resolution to this problem. Attached are log backups, a DxDiag, and screenshots (Via my cell) showing no Isabella’s Amulet, and only one Sol at Gear Score 590 that I acquired last night (12/08/2022) that I had not salvaged yet, but no 625 anywhere to be found.
(Attachments were included in two messages due to size)
Hello
Greetings from Amazon !
This email is with regards to the issue you are facing in New World.
Thank you for bringing this issue to our notice.
I apologize for the inconvenience this may have caused to you, I have escalated this issue to our advanced specialist team.
General turn around time by the technical team is 72 hours.
We request your patience in this case as our technical minds are working on it.
If in 72 hours there is no update provided to you from our end, you can contact us to know the current status of the issue with the reference case ID i gave you and you can get the latest status on the resolution of your issue.
Mostly, whenever there is any update on your ticket, then I will get back to you with relevant details shared by the development team.
You can reach us by clicking on the link below if you would want to know the status of the issue and we always work on providing a convenient and efficient service to our customers:
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You can find some troubleshooting steps at:
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You can monitor Live server status by clicking on following link :
North America West, North America East, Europe Central, South America, Europe West.
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On a personal level, I appreciate your patience, cooperation and understanding in this matter.
It is our privilege to have you as our valued customer & we want to make sure you are always taken care of.
We’d appreciate your feedback. Please use the buttons below to vote about your experience today.
Best regards,
Ashish
Amazon Game Studios
Hi, so I am reaching back out for a status update on the issue I brought forward a few days ago. It has been well over 72 hours and I have not had any update on the issue. Thank you in advance!
(No Response, then 48 hours later)
Hi, so I am reaching back out for a status update on the issue I brought forward several days ago now. It has been well over 72 hours since the initial response and over 48 hours since my follow up inquiry with no response, and I have still not had any update on the issue. Thank you in advance!
(Follow up response to the chat conversation I had with a representative)
Hello,
Thank you for contacting Amazon.
This email is with regards to our conversation today. It was a pleasure speaking with you.
I appreciate your cooperation and patience throughout the chat.
General turn around time by the developers is 72 hours.
If you have any further queries I request you to use the below link so that one of our associates will be connected in wait time less than 2 minutes.
Please know that our customer’s satisfaction and their convenience is very important to us above all else, it’s the foundation on which our company was built.
Contacting us through the website allows you to verify security and ensures we have your account information ready to help you on this issue.
To chat with us please follow these steps :
- Visit our Contact page: URL Listed, Removed to be able to post in forums (URL Listed, Removed to be able to post in forums)
- Click the “Contact Us” button in the Customer Service box on the right side of the page.
- Log in with your Amazon.com username and password.
- Select the appropriate reason code and click on “Start Chatting” button.
You can contact the support by visiting the below link:
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The link for New world official website is:
URL Listed, Removed to be able to post in forums
The link for forum for New World is:
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You can check the latest news regarding New world at the below link:
URL Listed, Removed to be able to post in forums
You can find some answers to your queries at:
URL Listed, Removed to be able to post in forums
You can find some troubleshooting steps at:
URL Listed, Removed to be able to post in forums
Rest assured, we are here to take care of issues you encounter and we always endeavor to provide the best service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction.
Have a good day ahead!
We’d appreciate your feedback. Please use the buttons below to vote about your experience today.
Best regards,
Diksha C
Amazon Game Studios