Perfect World Entertainment

Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
Thank you for the opportunity to respond to your issueWe apologize for any frustration that you may have experienced when participating in the Wonders of Gond eventWe have reviewed the event and its mechanics and it appears that
everything functioned properlyThe Creations of Wonder Pack that you opened does have a high chance of awarding the Apparatus of Gond mount, however, this is not a 100% guarantee
While we believe that our messaging and in-game descriptions are clear we will be happy to pass *** your feedback to the appropriate teams who are in charge of writing these types of things for NeverwinterUnfortunately we will not be able to provide a refund or award the mount to your accountWe greatly appreciate your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they are using a play on wordsThis was the only item that ever stated having a high chance yet there was only ever items in the trade store and if you look into it you will see that it is among the rarist items in the gameHow can it be a "high chance" if it is so rare? They are being extremely deceivingIf you look at the responses they gave to the other people using the Revdex.com, you will see that they have even been threatening people as well as insulting them in communicationsWhat is being done seems to fall word for word to the act of deceptive business practices
Final Business Response /* (4000, 14, 2015/07/16) */
Hello,
Thanks again for your feedbackWe understand your frustration with this eventPlease understand that The Wonders of Gond was a free event and while we understand that you were not satisfied with the event itself, we we have verified that you did not make any Zen market purchases during this timeAs such, we will not be providing any form of compensation
In regards to your suggestion that items display exact chances on them, a design decision was made by the development team to not do thisIf you'd like to suggest otherwise to the development team, they do actively read our forums and we would suggest that you address the matter thereHowever, for the purposes of this dispute, we are not able to assist with this matter, though we do very much appreciate your feedback
Thanks again
Regards,
Perfect World Support
Final Consumer Response /* (4200, 20, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not accept their proposed resolution because they have admitted to wrong doings while refusing to correct themThey advertised that there was a "high chance" yet openly admit there was only a 1% chance1% is not a high chanceTherefore they have openly admitted to deceptive business practices, advertising, and fraud

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on DEC Currently, the issue has been escalated to the developers.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2016/01/28) */
Hello,
Thank you for the opportunity to respond to your issueWe apologize for any frustration you have encountered when playing STO, and we can confirm that Bug Reports you wrote about these issues were successfully submittedPlease be
aware that these reports are seen by the QA team, however, they will not personally send you a replyWe encourage you to continue sending in Bug Reports for issues that you come across as well as bringing them up on the official game forumRest assured that the developers are constantly working to improve the in-game experience and fix bugs
Thank you for your understanding and for supporting STO!
Perfect World Support
Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cannot be completely satisfied with software that is being modified on a weekly to monthly, but, I am satisfied that they will listen more closely to what the educated players have to say
Found a workaround for on and they seem to be trying to address the restThat is all I can expect at this time
Thank you all

Initial Business Response /* (1000, 6, 2015/07/14) */
Thank you for the opportunity to respond to your issueAfter an audit of accounts it was found that yours exhibited behavior that would indicate a bot, or botting program, was being used to automate gameplayThe use of programs which automate
the actions of our games (i.e., botting) is expressly prohibited by our Terms of Service (http://www.perfectworld.com/about/terms) to which you agreed upon creating this accountSection states:
You agree not to use any hardware or software including but not limited to the use of 'bots' and/or any other method by which the Service may be played automatically without human input
To ensure the accuracy of this audit, I have performed an additional final review of the account and have determined the findings to be accurateAs a result, we will not be lifting the ban on the account
Regards,
Perfect World Support

Complaint: ***I am rejecting this response because: Section does give them the right to ban me for any or no reason but their decision is in direct conflict with "PWE provides free-to-play". I know that I have been banned because I have not purchased any Zen with real money and for no other valid reason. Conceding their right to ban me for any or no reason, I wish to implore Revdex.com to lower their Revdex.com rating based on the unacceptable firewall they have established to prevent any possibility of fair play or good faith negotiationYes it is their right to ban me but I think it is Revdex.com's right to decide if this was "good faith" negotiation and what rating they will assign to Perfect World Sincerely,*** ***

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on OCT regarding the Neverwinter suspension.Thank you for your understanding.Perfect World Support

Hello,Thank you for the feedback.We fully understand your frustration with the 2x Refining Stones & Bonus RP EventDuring this event, you should receive double the amount of Refining Stones that you would normally get wherever you are in gameThese in game activities include drops from enemies, dungeon chests, skill nodes, etc.Unfortunately, the event does not apply to any available packs received from lockboxesThese restrictions have been applied to similar, past events as wellYour character(s) have received the correct, total amount of rewards.We thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on *** ** regarding the Neverwinter Xbox deleted characters.Thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on *** ** regarding the chargeback suspension.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/09/16) */
Hello,
Thank you for the opportunity to respond to your issuePlease note that selling an account, in part or in whole, is a violation of our Terms of ServiceWe have performed a final review of the account and in addition to the account
selling attempt, we found evidence that the login information was shared with multiple parties, which is also a violation of our ToSFor these reasons the account will remain banned and we appreciate your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That didn't happened, I was hacked and I proved my identity as beeing the owner of that account, whilei couldn't acces was the hacker who tried to sell my account, and that's why I got banned few days after got my account backI never shared my account with anyone, I was the only one who got that info, until I got hacked
Final Business Response /* (4000, 9, 2015/09/21) */
Hello,
Thank you for your follmessageAs we stated previously, the evidence that was looked at when we performed a final account review indicates that the account was shared between multiple parties and it was advertised for saleBoth of these actions are in violation of our Terms of Service so the account will remain closed
Thank you for your understanding in this matter
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And this is how PWE acts with people that don't spend money in their games, I've reported people trying to sell account in game and they haven't banned anyone, why? simply, those are people that spend real money in game, I have a friend who got 'hacked' and some of his stuff was stoled but he shared his information, he got banned? of course not, cause he spend a lot of money in game, he just was warnedBut I got banned because of someone hacked my account and hacker tried to sell my account but in my case I was perma banned because I don't spend real money in this game
And don't thank me for my understanding in this matter, because I don't, PWE should apply ToS to everyone and not only those that don't spend money in game
I'm a costumer even if I don't spend real money, I spend something more valuable: TIME

Initial Business Response /* (1000, 5, 2016/02/01) */
Hello,
Thank you for the opportunity to respond to your issueWe see that you still have an active support ticket open with us regarding the account banPlease refer to that ticket for additional replies regarding this issueFeel free to
update the ticket if you have any further questions
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2016/02/03) */
This issue has now been resolved, this complaint can be deleted or closedThank you Revdex.com and PWE

Hello,Thank you for your follmessageWhile we understand your frustration on this issue, we may at our option issue warnings, temporary suspensions and permanent terminationsPlease be aware that we retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actionsWe suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Account & Service Termination.http://www.arcgames.com/en/about/terms
We thank you for your understanding.Perfect World

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on SEPT regarding the Neverwinter suspension.Thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issueUnfortunately, we were not able to identify the account you are referring toAdditionally, we could not find any support ticket about this issue based on the contact email address provided in this casePlease submit a ticket by visiting
https://support.arcgames.com/ and include as many details as possible.Perfect World Support

Complaint: ***I am rejecting this response because: I have proved that i`m the creator of the account by providing all the necessary information, aswell I explained everything what happened and still you reject to release my accountSad part is that, more than 50% of *** playerbase share their accounts under their will, and nothing is done about that, but in this situation where my account got stolen and I kindly ask for a little help, you decide to do nothing and block itIs this really fair?Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/24) */
Hello,
Thank you for the opportunity to respond to your issueWe apologize for any frustration caused by the disappearance of the Spirit Coin you purchasedBoth the Customer Support and development teams worked as quickly as possible to
resolve this issue for all affected playersYou are correct that some players received event gold which should have been enough to re-purchase the Spirit Coin(s) that were lostOther players, such as yourself, received the Spirit Coin(s) directly into the inventory of specific characters
We have reviewed your account and can confirm that the one Spirit Coin you purchased previously was successfully granted to your characterAgain, we apologize for any frustration caused, however, we will not be able to provide any additional Spirit Coins, event gold, or other form of compensation
Thank you for your understanding and your support of PWI!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableIt took well over a month for the company to return the spirit coin I purchased back to me AFTER I had already purchased a new one from the event boutique with my own event goldHaving spirit coins does absolutely no good and does not even remotely cover the time lost without the item I paid forIf this is the type of response the company gives, they will not see further money from meThis is just a single issues but one of many that I have had recently with PWE and their customer service
Final Business Response /* (4000, 9, 2015/09/29) */
Hello,
Thank you for your follmessageWe apologize for the length of time it took to resolve the missing Spirit Coin issue and for any frustration caused by the delayAs we stated previously, we can confirm that the one Spirit Coin you had previously purchased was replaced and granted directly to your characterWe will not be able to provide any further compensation as you have requested
We appreciate your understanding in this matter for your support of PWI
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is no kind of compensation or replacementI ALREADY purchased my own spirit coin to replace the one that your companies mistake took from me by buying it from the event boutiqueI spent of my event gold just to purchase a new oneI will say it again, giving me a SECOND spirit coin when I already RE PURCHASED a new one from the event boutique is not compensating me for the lost oneI basically bought a spirit coin from your company two times now, and your response is to give me another one? Not only is that not any kind of compensation but it is a slap to the face

Complaint: ***I am rejecting this response because: I paid you money for in game items and you took them away for no reasonRefund me.Sincerely,*** ***

Hello,Thank you for the opportunity to respond to your issueWhile we understand your frustration on this issue, we may at our option issue warnings, temporary suspensions and permanent terminationsPlease be aware that we retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actionsWe suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Account & Service Termination.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World

Complaint: ***I am rejecting this response because: If my account remains ban, I would like to get my invested money backIt's the very least I can get after being treated in this manner.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/19) */
Hello,
Thank you for the opportunity to respond to your issueWe have reviewed your account and found that multiple chargebacks were filed with PayPalWhen this occurs our policy is to place a ban on the account until those disputes are
resolvedIf you choose to drop the chargebacks then we will lift the ban and you'll be able to log in and play Neverwinter again
We appreciate your feedback regarding one of our GMsRest assured that we take these types of reports seriously and we will investigate the issues you have brought upWhile we cannot discuss our investigation or any action that may be taken we will make sure to share your feedback with the GM in question, as well as our entire team, so everyone can learn from it
Thanks for your understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello and thanks for the 'communication'....FINALLY someone other than *** ***!!!
First off...I tried to communicate with your ticket system...AND I got absolutely nowhere
I tried for more than weeks for the tickets regarding the missing weapon and enchantments
If you review the tickets...from the beginning, you will find that I did say that I would be contacting your ZEN customer service AND Paypal...this lead to NO communication...just marking my tickets 're-resolved' by whom?? I assume *** ***...as there was no signatures of the GM taking action
The new tickets offered by ZEN customer service were just marked as duplicates...no action there...no surprise there
SO my only recourse was Paypal...AND I again offered up my planned course of action in the tickets and with ZEN customer service...I even told ZEN customer service that Perfect World had days to take action per Paypal's procedure
AND there was still ZERO action by anyone to help...so I allowed Paypal to follow the procedure that they have in place and I have received 'some' of the money I spent in game...these 'charge backs' are completed
Therefore...I have no claim to the enchantments to be returned...I am satisfied with Paypal helping me...since I could get NO help from the GM's in game
NO ONE would assist me...and the ZEN Customer Service...who are quite friendly, do not have the ability to help me either
There was no one I could call and ask for help...there apparently are NO supervisors of any kind in the ZEN Customer Service department...so what was I to do??
Therefore...I completely understand your 'automatic' procedure of 'banning' with ZEN charge backs...BUT did not at the time of the Paypal interaction...AND
I have been given monies back times....and have not been banned
Therefore...since I am not just someone who was dissatisfied with the game and tried to get his money back
I am someone who has been playing Neverwinter since BETA...someone who has financially supported your game a lot
Someone who has been harmed by your in game representative...*** ***...when he gave my account away...PLEASE remember, HE REPRESENTS YOU AND YOUR GAME!!!!
AND even after that I still got to the point of spending money in game again...but it did take awhile to get there
SO in closing...since I have been a loyal 'paying' player, I respectfully request my account to be unbanned so I can again play and eventually spend money in game again
I request that you 'really' look into this whole event and ask yourself...WHAT ELSE COULD I HAVE DONE??
I am tired of the 'inconsistent' help from your GM's...or in my case...*** ***
WHICH does bring up the question...WHY is it that the only GM that answers my tickets seems to be *** ***?? Even when I plead for ANYONE else...even when ZEN Customer Service asks for help from someone else...I still get answers form *** ***
WHY is it that the profession task to get the BEST armor in game has NO WARNING about losing enchantments??
I encourage you to investigate this too...I am certain that you can easily start the elemental infusion task to infuse the elven armor...leave an enchantment in the armor when you start the task...you will see that the enchantment disappears when the task is finished...AND no warning at all
OR if that has been changed...why was it changed...because it was broken...BUT I had no warning...AND when I used your system to fix my 'missing' enchantments...AND artifact weapon...I got no help
IN FACT...if you look for all the tickets involved...you will find the last tickets were from...you guessed it...*** ***...saying that the issues had been discuss with 'management' and that I was out of luck and the issues were now closed and that NO addition communications or actions would be taken...BUT there had been so little communications to that point...so sad!!!
Where your company offered NO help...Paypal did
ALL of my problems could...and should have been resolved by looking into my problemAcknowledging the known problems with the profession task and my enchantments should have been given backMy artifact weapon, which the quest was completed...should have been replaced
AND now...since the charge-backs are completed I can not drop them...you have the ability to unban my account anyway
THE QUESTION IS...WILL YOU???
I did everything I could to solve my problems BEFORE I went to Paypal...I hope your investigations shows how hard I tried to work this out before I went to Paypal
Will you unban me or not?? :)
I will not start a new account
I will not start over
I will eventually spend money in game again
I wish to have my account returned
I wish to NEVER have to deal with *** *** again
If my account is not unbanned
I will go to the next game, and it will not be a perfect world game
and I will spend my money there, this I promise
I have been a loyal paying player
Please feel free to call me to discuss this issue if need be...Ken *** cell/ XXX-XXX-XXXX
thanks,
***
Final Business Response /* (4000, 9, 2015/08/26) */
Hello,
Thank you for your follmessageWe have reviewed your account again and can confirm that the chargebacks you filed were resolved in your favor by PayPalOur policy regarding payment disputes when the funds in dispute are returned to the player is that the account will remain banned until those funds are repaid to usYou should be able to log into your account on our website (http://www.arcgames.com/en/games) to make the repayment(s) if you choose
We again appreciate your feedback regarding your experiences with our support team
Perfect World Support
Final Consumer Response /* (4200, 11, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello and thanks for your response...however, I already understood the funds/banning policyEven though I did not understand it before I went to Paypal
BUT you fail to acknowledge the FACT that I would have never went to Paypal IF my enchantments/artifact weapon were returned in the first place
You have failed to acknowledge the faulty, or perhaps purposely faulty professions task of elemental infusion...where without warning enchantments are stolen
You fail to acknowledge the fact that the artifact off-hand weapon quest is finished...and it simply disappeared after the long maintenance
You have failed to explain why a GM, *** *** can and has harmed a LOYAL PAYING customer, ME...by giving my account to a thief, taking almost months to me getting my account returnedAND by refusing to return my enchantments and artifact weapon...and during this process or requesting HELP from a GM...he does not even communicate for days...even though he responds to the tickets and marks them as solvedGREAT customer service...NOT...and I remind you that he represents you and your company (game) :(
You fail to explain that even though I ask for ANYONE to help me BUT *** ***...he always shows up like a bad pennyAND when the tickets opened up by the Zen customer service...also specifically requesting to be helped by someone other than *** ***...he again answers the tickets
You fail to acknowledge that FACT that there is no consistency in getting issues resolved in YOUR process of submitting tickets for assistance
AND I remind you...*** *** did return a Legendary Lantern of Revelation fairly quickly when I accidentally dropped it during a boss fight...that situation had a warning...but I was too busy trying not to die to read it...I just wanted to get back to the fight and pressed yes without reading...that was more my fault so to speak...and yet that item was returned
The profession task in question had no warning...and IF that items would have simply been returned...I would have never contacted Paypal...I would have fat dumb and happy in Neverwinter...probably spent more money in game too...but alas I am not in game and not happy either :(
SO...I again ask for your understanding when I request my account to be UN-bannedI understand you have a policy for situations...BUT my situation has been FAR FROM NORMAL!!! AND my situation would have never gotten to Paypal chargebacks with a little more communication and help from your GM's...or should I say...A LOT MORE COMMUNICATION AND HELP FROM YOUR GM'S
SO...let me be clear...your GM support, or lack of it, led me to contact Paypal for assistanceThere was no one else I could turn to for the theft of in game propertyThere is no one willing to help from your GM'sThe ZEN customer support are not able to assist meThere is no one else I could call for help...so I called PaypalI wrote the information in several tickets...AND I also informed ZEN customer support on several occasionsPaypal said that they contacted Perfect World Entertainment...SO I am at a loss as to you being surprised about the Chargebacks
Let me put it to you in another way...your in game property has been taken from you...you follow the path given to you to try to get the property returned...and this is what *** *** says to you
Hello,
As we have said, the items cannot be returned,nor can we grant compensation or reimbursement for this issueThis issue was discussed with higher management, and the same resolution was reachedWe now consider this matter closed, and no more replies will be given to this ticket or this issueThank you for your understanding in this matter
Regards,
*** ***
Game Master
Perfect World Entertainment
Mind you...this reply took OVER a month to recieve, a month of me updating the tickets
I received this reply for both tickets opened about the lost enchantments and lost artifact weapon
You spent REAL money on the enchantments that were taken from you...and you spent many hours in game to get the quest finished for the artifact weapon...and the reply above is *** ***'s final communication on the issues as he apparently feels the issue is 'SOLVED' as he had so many times marked the tickets
LET me remind you...I have spent hundreds of dollars at a time in game...for things like enchantments...I refine my enchantments up I do not simply purchase them, which might be cheaper
BUT to simply allow a GM to treat me like he has and to allow the theft of my in game property has to end
Go back and look at *** ***'s very first reply to my tickets...here it is
Response *** *** via Email 06/30/XXXX XX:XX PM
Hello,
Unfortunately, we were not able to locate any evidence of the item being lost or deleted, and thus we cannot grant a restorationWe apologize for the inconvenience
Regards,
*** ***
Game Master
Perfect World Entertainment
No evidence???? This is a game where everything leaves an electronic trail!!!
THERE are simply better ways to treat paying customers!!!
So I again ask for you understanding and request my account to be UN-banned...if my account is UN-banned I will pay back the negative Zen balance in time...because right now I have such a bad taste in my mouth about everything NEVERWINTER!!! It will take time for me to support the game again...just like before when my account was given to a thiefBUT I got to the point of financially supporting the game I love...and will again
BUT I will not pay back the money to 'GET BACK IN GAME'...this will not happen!!!
AND if I did simply pay to return...you still have not answered IF my stolen items would be returned or not!!!
IN CLOSING, this is my LAST reply for this attempt of 'RETURNING' to Neverwinter...all messages after this will ONLY be for returned ALL THE MONIES I HAVE SPENT IN NEVERWINTER!!!
So please consider the fact that....this has been anything but normalThat my situation has been completely mishandled by *** ***That I have been a Loyal Paying CustomerAND there still is the issue of my missing enchantments and artifact weapon!!!
If my account is UN-banned I will in time purchase ZEN to return from a negative balance...but it will take time and time for my trust of Neverwinter to return
AND I WANT TO NEVER HAVE MY TICKETS ANSWERED BY *** *** EVER AGAIN !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄ /> !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
So I await your answer...If it is simply another standard...our policy is our policy period...then you will have lost a loyal paying customer forever...one who is a guild leader who will back mouth your company forever
OR if you can actually get beyond 'policy' and realize that the issue of the theft of my in game property and lack of any assistance to have it returned...resulted in the Paypal chargebacks...which was shared with you in tickets and phone conversations with Zen customer service
I would think that *** *** would be proud of the fact that his 'Solving' of my problems cost your company $1400.00...and maybe more if......and I will leave it that
regards and I again await your answer
sincerely
***