Terrible customer support

Game Support English Support
1

I have never done something like this before or any thought I would have to, but this really needs to be addressed.

I have had a bug on my main story quest for about 2 weeks. I can not complete it or abandon it. I have went to the customer service live chat for help. the first guy told me to restart my computer and reset some files. that didn’t work. went back on the live chat, the second guy told me its more of an internal issues on the games end, so they requested my dxdiag logs and game log, which i was completely fine with. so i emailed the logs to Aaron from game specialist and they said to wait 48 hours to check the ticket.

48 hours later i come back and ask for an update on my ticket. i speak to someone named Samuel saying that they did not process my ticket correctly and he would fix it and i would need to wait another 48 hours for a response. so I was content with it and said ok.

Then 48 hours go by and I go to look for another update. I speak to some agent named Cesar and he said the people before me did not upload my game logs and dxd files so he was going to find them and upload them. I told them this was crazy, how many times I’ve been told the same thing. I asked if there was a way to contact someone above him. he told me the live chat is the last of the line of help that there is no-one above them and then leaves the chat.

This was completely unacceptable for customer service. i have no problem with the bugs or all the bashing this game gets. but when a new playing is trying to just play the game and then reports a bug and just gets crapped on by the customer service people representing New World it is terrible and needs to be looked at internally.

I hope someone higher up reads this and checks my logs and can see what I am talking about word for word.

6 Likes
2

i just got permanent ban man just now… like wtf is going on
contacted live support she told me that its a visual bug and its 24 hours ban … again … the third time spam report works…
i just bet 500$ if you report every player in chat there is not way people that handle reports wont find anything… you legit have not to say anything in 700 hours to not get baned
had problems with live support just like you… but so far had no problems…

2 Likes
3

Hello, @mtgmike636, welcome to the forums.

Sorry to hear about the experience you’ve had with this.

First, allow me to check what happened so I can file a report for this. Can you give me your character’s name and the server/region you’re playing in?

As for the ticket that is open, I can follow up on it and let you know about the status of the ticket as soon as I see that it’s been answered.

Once again, sorry for the inconvenience this has presented.

2 Likes
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My usernsme in game is EmDeeSea on east coast olympus. Thank you for replying back.

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That is the last you will hear from anyone. Initial response, then they vanish and are never heard from again.

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Hello again!

Sorry for the late reply.

After checking the ticket I can confirm that this is still being worked on but it’ll still take a little more time, unfortunately.

Can you tell me the name of the quest that is not completing right now? This should help speed up the process.

Thanks!

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typical;)))))))

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the name of the quest is into the breaches

9

update? i lvl’d up another char and i have the same problem, looks like account wide.

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Hello!

Sorry for the delay with the response.

At the moment unfortunately there’s still no update on the ticket.

I’m keeping an eye on it, so I will update the thread as soon as I see that there’s an answer or resolution given.

Thanks for your patience, I know it’s been a long time.

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