Perfect World Entertainment

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

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, 2016/02/01) */ Hello, Thank you for the opportunity to respond to your issueYour account was banned from Neverwinter on Xbox One for purchasing Astral Diamonds from a third-party siteBuying any currency, items, or services from third-party sites is against
our Terms of Service (http://www.***erms)We have reviewed the account and determined that the ban will remainThank you for your understandingPerfect World Support Initial Consumer Rebuttal /* (3000, 9, 2016/02/02) */ XXXXXX-XXXXXX this is the reply from arc yet no proof stating elaborate schemesFinal Business Response /* (4000, 14, 2016/02/04) */ Hello, Thank you for your follmessageThe account will remain banned due to purchasing Astral Diamonds from a third-party site which is against our Terms of Service (http://www.***erms)We appreciate your understanding in this matterPerfect World Support Final Consumer Response /* (4200, 23, 2016/02/08) */ Hello, Thank you for contacting usYour account was temporarily suspended from Neverwinter on Xbox One for purchasing Astral Diamonds from a third-party siteBuying any currency, items, or services from third-party sites is against our Terms of ServiceThe suspension will last for seven (7) days after which point you should be able to log in and continue playingPlease be sure to review our Terms of Service at http://www.***erms to avoid any additional violationsKeep in mind that future violations may result in additional disciplinary action up to, and including a permanent permanent ban from NeverwinterUsing the services from these third-party sites puts your account security at risk so we strongly encourage you to avoid visiting themAdditionally, please note that the Astral Diamonds sold by these sites are acquired by compromising another player's account and, in some cases, fraudulently using another player's credit cardWe appreciate your understanding in this matterRegards, *** *** Specialist Game Master Perfect World Entertainment http***.com/ - See more at: This response was given to a freind on 12/28/I have received a day ban the second offense is a day ban not a permanent ban again seems biased behavior as selected users get their accounts back for actually purchasing millions from third partys get rewarded with release of the ban

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 OCT regarding the Neverwinter suspension.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

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

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,*** ***

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

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

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,*** ***

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

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

Final Consumer Response /* (2000, 6, 2015/08/25) */
The company has met my request so please close this casePlease let me know by email when the case is closed

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,*** ***