I logged a ticket 25days ago and I have not had any response yet, not even an acknowledgement saying they saw it or looking into my issue. So, broken game is one thing, but broken support should not happen!!!
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game has been unplayable for me and other’s since dec 22 it crashes on launch pages there reply is they know off the problem maybe the next patch will fix it they don’t know ???
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Can try and get in touch with a CM here and up channel it. Ive seen them before help out.
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Yea, I filled a bug report here and in game a few days ago, and I’m not sure anyone’s even seen it.
Stuff like that is a bit disheartening.
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The ticket support staff for this game is most certainly part of the absolute worst imaginable based on what I’ve seen based on screenshots of the conversations. This holds most true in terms of player bans. Reasonings are utterly vague and quite often in relatively small online communities on discord, or subforums, etc. I see reports come by from people who have been banned for “cheating” whilst remaining absolutely in the dark on as to why.
And as for right now, I just see people facing the same copy-paste response:
We reviewed the information you provided on appeal and have confirmed that the original disciplinary action was merited in your case.
Play fair
Do: play within the rules of the game.
Do not: exploit bugs or other unintended uses of game features.
Do not cheat, bot, hack, or use other software or services that give you an unfair advantage through, for example, unattended gameplay or game modifications.
Do not engage in real-money trading of in-game items and in-game currencies.
We reserve the right to determine what constitutes unfair play and to take corrective action we deem appropriate
We can’t share any further information about our decision.
And if people reply to this, if they are genuinely unaware of doing anything in line of the given examples, they just face the same cookie cutter response with the last line adjusted to the following.
We can’t share any further information about our decision, and we won’t reply to further emails about this issue.
It’s really unhelpful. And it’s vastly different from the approach taken in most MMO’s I’ve played where the actual reasoning to a ban would be made quite clear.
And whether or not a ban in the end is justified or not isn’t even of concern in this regard. Not at least categorizing the reason for a ban, and simply refusing to give any further response to the issue a customer is felt left with, is just the absolute worst form of customer support imaginable. And such customer support quality, or better yet, the total lack thereof, does reflect on the impression people have of your company as a whole.
If it wasn’t for the fact that I’ve played the New World beta, knew I liked the game, and with that continued playing it… I would never have picked up New World. Simply based on the fact of the terrible level of customer service which is provided.
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Agreed, even just saying the request has been seen is already much better than complete radio silence, it’s pathetic really.
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Well they told me to send them a few files before they can decide my case. I did and that’s it that was more than 4 weeks ago. ^^ Called a second time about 2 weeks ago and all I got was “will look into it”. So yes, the support really is the worst I’ve ever had in any game!
S U P P 
R T
Yep the Winter Festival patch that dropped a month ago broke one of my houses and it’s still not resolved.
If you break something in a patch, how about hot fixing it ASAP instead of making players wait over a month for the next scheduled patch.
Yeah they don’t even care to respond. Still nothing…
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