Perfect World Entertainment

Initial Business Response /* (1000, 5, 2015/12/09) */
Hello,
Thank you for the opportunity to respond to your issueWe have performed a final review of the account and determined that it will remain bannedAdditionally, we will not be able to provide any refund or compensation as you have
requestedSelling an account, in part or in whole, is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms)
We apologize for any inconvenience this may cause and 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 SEPT regarding the Neverwinter PSsuspension.Thank you for your understanding.Perfect World Support

Complaint: ***I am
rejecting this response because: See Below
I reject the business response from Perfect World Entertainment.
Let me summarize the problem. I went to login to my Star Trek online account which I haven’t used for the last few months to discover my account was banned. That is Perfect World Entertainment’s way of saying the account has been locked down. I have played many different MMO games from many different companies and I have never been banned once by any of the other games. I have only been banned by Perfect World Entertainment’s Star Trek MMO game In the past, my Star Trek online account had been compromised by hackers which caused my account to get locked out. The standard procedure was to provide Perfect World Entertainment with specific data. See below
• Account name:
• Account nickname/@handle:
• Registered email address:
• First and Last name:
• Date of Birth:
• Country/Billing Address:
• What was the name of your first school:
• Current IP address (go to www.whatismyipaddress.com to get this): (important)
After providing the necessary data, they would make me reset my password and create a new one. Having been successful once, these hackers preyed on me and attacked my account further. After each incident, I would make password more complicated (i.estronger). After the last compromise, I created very long password consisting of randomly selected letters, numbers, and special characters in upper and lower case. It was so senseless, that I had to write it down and it was a chore to have to type in every time I wanted to play. I also changed my e-mail account from yahoo to Gmail and strengthened my Gmail login password
So when I asked Perfect World Entertainment to unlock my account so I could reset the password, I was told that “After investigation on your account, we have noticed that it has been used for fraudulent purpose multiple times. Therefore, due to the nature of the infraction and you failed to secure your account several times after your account was released, we have decided to close your account and this decision is final. We will not answer positively to your request.” This was a pretty severe response in my opinion so I wanted clarification on what exactly what had transpired to the account for them to have locked it down this last time My request for clarity was a simple one. I wanted to know either 1) if my account was successfully hacked (or compromised) by an illegal entity or 2) if the number of login attempts exceeded a threshold that caused the account to get locked down. Since I had created a strong password, I didn’t think it would be easy for anyone to crack. If the account was locked down because of too many failed login attempts, then it would mean that my password was strong and prevented an illegal person from logging in. Perfect World Entertainment’s response to my question was no response. They refused to answer the question. Their response was the same repeated message “The account has been closed permanently, we will not be able to overrule this decision.” It was like a broken record. Why can’t they answer the question? I like the game and want to keep playing it and do not want to forfeit over hours’ worth of characters, ships, and in-game items that I have acquired. They are refusing to allow me to retain these things that I have spent considerable time acquiring. I am the victim in this situation and the customer. I had offered Perfect World Entertainment the option of me creating another email account with a username that was also a random string of letters, numbers, and special characters to further strengthen the account login. But like I said before, their response is a broken record and not the type of customer service I would have expected
I am writing to the Revdex.com hoping that you can help me get my account unbanned I was greatly disappointed to see their business response was just as unhelpful as the customer support’s response was.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
***

Initial Business Response /* (1000, 5, 2015/11/20) */
Hello,
Thank you for the opportunity to respond to your issueYour 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 lasted for three (3) days and we can confirm that you have been able to log back into the game as of November Please be sure to review our Terms of Service at http://www.arcgames.com/en/about/terms to avoid any additional violationsKeep in mind that future violations may result in additional disciplinary action up to, and including a permanent ban from Neverwinter
Using 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 card
Please note that we will not be able to provide any compensation for playing time lost due to the suspension
Thank you for your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT do what they are accusing me ofThey just continue to send me this form responseThere is no proof whatsoever in their claim
They are making an accusation to their customer without proof
Final Business Response /* (4000, 9, 2015/12/04) */
Hello,
Thank you for your follmessageWhile we understand your frustration over the suspension, please understand that it was only temporary and no further disciplinary action was taken on the account for the Terms of Service violationYour ability to log in and play the game was restored on November We encourage all of our players to review our complete Terms of Service (http://www.arcgames.com/en/about/terms) to make sure no future violations occur
Thank you for your understanding in this matter
Perfect World Support
Final Consumer Response /* (4200, 11, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What difference does it make that it was temporary? I was suspended for no reason at allI did not buy Astral Diamonds from a 3rd party and as the Revdex.com can see my request for proof is not being fulfilledThey have suspended me, costing me days of playtime, lose of the use of items and content I have paid for legitimately, and lost in game progress setting my game play and characters back
I continue to request proof and since they continue to refuse to show proof, I am now requesting compensation for lost play time and loss of my purchased content use

Complaint: ***I am
rejecting this response because:
I am the original owner of this account and the actions taken to have it suspended as well as the refusal from this company's Customer "Support" division are unacceptable I have made offers to prove I am the rightful owner of this account and no conversation has been opened to even attempt to give me the chance to prove that this suspension is wrongful I will reiterate that I have spent thousands of my own dollars on this product/service which is now being denied to me, and as I paying customer I believe I have the right to an appeal This process has already dragged out long enough, and should it go on any longer I may consider legal action
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 JUNE regarding the Perfect World harassment.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 6, 2015/07/15) */
Hello ***,
Thanks very much for taking the time to notify us of this issueI asked one of the Customer Service Supervisors to take a look at your restoration request, and though we were unable to directly verify your loss in our logs, as
your account is in very good standing we have made an exception to provide you with the item "War Avatar Card: A"
The item above should have been sent to you during last night's maintenance, but please feel free to file to reply to your existing support ticket (Reference #: XXXXXX-XXXXXX) if the item was not successfully sent to you, and we will ensure that it is taken care of as promptly as possible
Our apologies for not taking care of this soonerWe value your business, and we appreciate the opportunity to resolve this for you
Please don't hesitate to contact us if you need anything further
Regards,
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for finally fixing this minor issueI hope that issues such as this one do not need to be escalated to this level in the future, especially when they are documented well with screenshotsThe only issue I have is the fact that the people in the support service were either lying to me that they could not recover the card or that they do not play the gameThis is a concerning issue because a support service should not lie, especially to a veteran player about what they can doFurthermore, and even worse, is if the people on the support service do not understand or play the game they are supportingI felt like I knew much more about the game I was playing than the people attempting to help meThis became especially evidence when one of them attempted to tell me impossible ways to recover the cardThanks again for the help and hopefully in the future if I must contact the perfect world support I will obtain the help of customer support agents who do not lie to me and actually know and understand how the game works

Complaint: ***I am rejecting this response because: problem has not been addressed by company, I have had NO usable reply from them other than it is a bug, I am Unable to complete the required mission to complete my characters not only story line but also the levels needed from that story to continue the gameSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
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 gameplayOur Terms of Service
(http://www.arcgames.com/en/about/terms), which you agreed to when creating an Arc account, expressly prohibits the use of programs which automate the actions of our games (i.e., botting)Section 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
Per your support ticket with us the ban was removed from the account on August on the condition that you do not violate our Terms of Service again
Perfect World Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have since resolved this issue with themHowever they do not have any information in their online video gameYou actually have to log into their website to see thier terms and conditionsI have family helping me play the game now but feel I'm walking on egg shells thinking they can ban me from playing after I spent hundred of dollars playing and enjoying the gameStay tunedFor the most part there customer service is very attentive to its playersI love this game

Hello,Thank you for your follmessageWe have performed a final reviewUnfortunately, we are not providing War Avatar Cards at this timePlease review the Terms of Service link below if you have further inquiries on Service Acknowledgements, Disclaimer of Warranties and Limitation of
Liability.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 6, 2016/01/07) */
Hello,
Thank you for the opportunity to respond to your issueWe reviewed the support ticket you referenced and can confirm that this issue was resolved on January If you have any further questions or concerns please feel free to update
your ticketWe apologize for any inconvenience that may have been caused by the delay in updating your ticket, however, with the recent Christmas and New Year's holidays we were not able to reply to tickets as quickly as we would have liked
Thank you for your patience and understanding
Perfect World Support

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

Hello,Thank you for your follow-up message. As we stated previously, a final review was performed on the account and the determination was made that it will remain banned. We apologize for any inconvenience this may cause and thank you for your understanding in this matter.Perfect World Support

Hello,Thank you for the opportunity to respond to your issue. Unfortunately, we cannot provide starship tier rewards because the Charge Reward period has expired on [redacted] 12. This is a time limited promotion that allows users to choose any reward. You are not required to purchase the prior starship...

tiers to unlock additional starships.Thank you for your understanding in this matter.Perfect World Support

Complaint:[redacted]I am rejecting this response because: Another pre-generated reply from your non existent customer support. 
As mentioned in the support ticket, I will be sending a formal letter of complaint shortly and if no agreement is made than I will proceed to take this to court.
Sincerely,Sean [redacted]

Hello,Thank you for your follow-up message. We can confirm that you have submitted multiple support tickets about the Research Rescue Mission. This includes the TicketIDs [redacted] and [redacted]. Please be aware that these reports are reviewed by Quality Assurance and, for escalated concerns, the information will be forwarded to Management. We recommend that you visit the official game news page and forum for upcoming changes and fixes. You can also use the forum to discuss any gameplay bugs.http://www.arcgames.com/en/games/star-trek-online/newshttp://www.arcgames.c...⇄ World Support

Complaint: 11448736I am...

rejecting this response because:Sincerely,[redacted]
 
 
I can't be okay with that reply. because i'm innocent and there's misunderstanding or problem with the account was thoroughly reviewed wrong .  i want pwi to review the issue again..
 
and I want to get unbanned

Complaint: [redacted]I am rejecting this response because:
I submitted a support ticket in the support website using the affected account and no effort to solved the issue has been made. The account in reference is: [redacted] and the support ticket is, [redacted]. I didn't include those details in the initial complaint because I was advised to not provide any identifying details of myself in it. Thanks for responding promptly and have a nice day.Sincerely,Ch[redacted]

Hello,
Thank you for the opportunity to respond to your issue. Unfortunately, we will not be able to provide a refund as you have requested. However, we are actively investigating the gameplay bug. Please continue to check the official forums for further feedback and...

updates.http://www.arcgames.com/en/forums/startrekonline/#/categories/gameplay-b...⇄ World Support