Hourglass Gameplay / Connectivity Issues

Is anyone having luck with reporting game bugs and getting helpful responses via the support ticket process? I opened a ticket documenting the plethora of issues my son and I were having trying to do hourglass battles during the community weekend event. We were playing on two different xboxes, in two different locations (150+ miles apart), different ISP providers (obviously), played solo and as a duo sloop and both had a pretty much unplayable experience. Complete game crashes every few fights, anchor bug, mast bug, general ship interaction bug(s), hit reg, infinite loading black screen, and the weirdest was getting stuck in some sort of gameplay limbo where it's quasi diving - above water scenario where you couldn't interact with anything, player speed was normal, visuals indicated above water below deck and below water above deck, yet no matches would occur forcing you to quit and completely restart the game. Chatting with other players and it seemed as if these were all common issues, and yes, I know many of them have been for some time now. Our tickets (even with video clips) were responded with a canned IT response that it's a client side hardware issue instructing us to go through the usual reset console, router, uninstall-reinstall game (likely won't reinstall if I actually uninstall), etc. It's frustrating that there's no acknowledgment of legitimate gameplay issues generated from the server side, and the suggestions are it's a client side hardware / connection issue, this leads me to believe there's no intention of doing anything to fix the gameplay issues related to certain game aspects (HG and the new 'diving to raids' particularly). So we're supposed to accept this as is and limit our gameplay to just sailing from island to island killing random skeletons casually (no diving or HG) so the game won't crash? I love this game and want to continue supporting Rare, but I'm really disappointed in Rare's response to this, I know they can do better........