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

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

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: 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,*** ***

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

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

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

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,*** ***

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,*** ***

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: 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

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:[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]

Initial Business Response /* (1000, 5, 2015/10/22) */
Hello,
Thank you for the opportunity to respond to your issue. We apologize for any frustration you may have encountered when playing Neverwinter on the Xbox One. When you attempt to upgrade an enchantment, the displayed change percentage is...

the same for every attempt. In other words, an upgrade chance of 30% means there is a 70% chance that the upgrade will fail. The first attempt at an upgrade has the same chance of success as the 10th or 100th attempt. We do offer items in the Zen Market which can guarantee the success of an upgrade, or prevent the loss of reagents when an upgrade fails, however, these are optional. Other items used in the refinement process can be found and earned while playing the game.
We are not able to offer a refund as you have requested because the Zen purchases you made were through the Xbox Marketplace. The merchant of record for those transactions is Microsoft, not Perfect World or Arc. We reviewed your support ticket that you submitted about this issue and you mentioned filing a chargeback. If you decide to do this we don't know what the effect may be on your Gamertag so it's in your best interest to speak with Microsoft about their policies before proceeding.
Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The explanation of probability is correct, however the actual in game performance regarding the advertised claims is completely wrong. I will attach links to several more videos as evidence.
This excuse of not being able to refund is also nonsense, sure Microsoft is the middleman, but the money is then paid to Perfect World. They can, and should, just cut me a check. This is just the beginning for this complaint.
https://youtu.be/[redacted]
Final Business Response /* (4000, 9, 2015/11/02) */
Hello,
Thank you for your follow-up message. Again, we are sorry for any frustration that may have been caused when trying to upgrade enchantments, however, the refinement (and upgrade) system is working properly, as is your character. If you would like to seek a refund you will need to contact the Microsoft support team. Zen that you purchased was done so through the Xbox Marketplace, so any transaction that appears on your bank/credit card statement will show that Microsoft is the merchant you bought from. We cannot refund a purchase that was paid to a different merchant.
Thank you for your understanding.
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a reply from Microsoft.
"The in-game currency you purchased are consumable goods for a third party game of which we do not have control. We would love to help you with this if only we can. We hope that you understand our situation and the system required to have your request is not within our access."
"While it is true that you have made the purchase on your console with your account. The items you have purchased has already been consumed or used. This means that the money has already been forwarded to the game developer."
Did you catch that last part?
"This means that the money has already been forwarded to the game developer."
"This means that the money has already been forwarded to the game developer."
"This means that the money has already been forwarded to the game developer."
Stop lying, write a check, and I will come pick it up in person at your offices or you can mail it to me locally.

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