Perfect World Entertainment

Hello,Thank you for the opportunity to respond to you issue. We fully understand your frustration, however, the auto demote feature is an intended gameplay process. If you were removed due to inactivity, you must discuss the issue with the current members of your fleet.Thank you for your...

understanding in this matter.Perfect World Support

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.

Initial Business Response /* (1000, 5, 2015/08/10) */
Hello,
Thank you for the opportunity to respond to your issue. When you registered for an account you agreed to our Terms of Service (http://www.arcgames.com/en/about/terms) and sharing an account between multiple parties is a violation of...

these terms. We have performed a final review of the account in question and there is evidence that the login information was shared with another party. The determination has been made that the permanent ban will remain. Additionally, we will not be able to refund the transactions that you requested.
We apologize for any inconvenience this may cause and thank you for your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information was shared once in the past but your company waved it with a warning, and this time the account was breached through a security issue, not willingly given out, and I have evidence of somebody else giving away my personal information without my knowledge to another party, which you guys refuse to listen to. This is unacceptable for a company to provide such lackluster customer care, and it does not even cost you anything to just unban my account, whereas I lose thousands of USD from a hack. I will go directly to my bank and take legal action to get my investment back if you are not going to willingly comply to my request.
Final Business Response /* (4000, 9, 2015/08/19) */
Hello,
Thank you for your follow-up message. After our investigation it is our belief that the account was shared with multiple parties again which is a violation of our Terms of Service. We do apologize for any frustration and inconvenience this issue has caused, however, the ban on the account will not be lifted. Additionally, we will not be able to refund purchases that were made on the account.
Thank you for your understanding.
Perfect World Support

Initial Business Response /* (1000, 5, 2016/03/14) */ 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 Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) See, this is exactly what I mean. I get a complete no-brainer response from them, even here. 1) There is no understanding in this matter because I never did what they're wrongfully accusing me of and locking me out for. 2) It hasn't previously been stated that a final review has been made. 3) That a final review has been made is a lie. If a review was actually made, my account would be unlocked by now because I know I never committed anything they're accusing me of. No exploits, no botting, no selling or buying for real world currency ever. I'm one of the few persons who actually read their ToS and I never violated anything of it, in all the 4000+ game hours I have on my account - yet I get innocently locked out and all they do is repeating the same statement over and over again. Very nice treatment of a long-term loyal legit player right there. Final Business Response /* (4000, 10, 2016/03/17) */ Hello, Thank you for your follow-up message. The account was thoroughly reviewed and the determination was made that it will remain banned. This review was performed by multiple members of the support team, including a supervisor and manager. Please be aware that this is our final response regarding this issue and we will not be able to provide additional information. Thank you for your understanding in this matter. Perfect World Support Final Consumer Response /* (4200, 12, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, I don't know what to say. You know exactly that it's completely fictitious what you're accusing me of. The real reason you're locking me out is because I'm too smart with playing the economy well so I don't have to charge Zen to be at the top of the game, so you think you're not getting enough money out of me. If I _really_ did what you're accusing me of, you would have no problem showing proof, but instead you dodge every question about it and rather reply with "and we will not be able to provide additional information.". You tried it 3 times before already and accused me of account sharing / botting / exploiting / whatever you can think of and I never did any of that, you unlocked my account after I complained but always made it look like it's a courtesy of you and that you were right. It's really sad that it's possible that you're succeeding with this. Good job, this won't be unnoticed.

Initial Business Response /* (1000, 5, 2015/10/13) */
Hello,
Thank you for the opportunity to respond to your issue. Please note that selling an account, in part or in whole, is a violation of our Terms of Service. We performed a final review and of the account and investigation leading to the...

closure of the account and we have determined that the ban will remain.
We apologize for any inconvenience this may cause and appreciate your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I've known quite a few accounts that were banned due to selling, attempted sale or account sharing that were banned and they were released from permanent closure of the account. I can name them if they even want me to. Second, they treat their customers with unfair advantages. Third, I know one person who was banned due to account sharing and got his account released because I know for a fact this person charges too often in the game, his in game name is Zaiyn. So I want them to explain why they treat customers/consumers differently.
Final Business Response /* (4000, 9, 2015/10/22) */
Hello,
Thank you for your follow-up message. As we stated previously, a final review of the account was performed and we have determined that it will remain closed. Selling an account is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms).
Please understand that due to privacy concerns we cannot discuss any actions which may have been taken on accounts belonging to other players.
We apologize for any inconvenience the closure of your account may cause.
Perfect World Support
Final Consumer Response /* (4200, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still refuse to accept it just because I know for a fact that you guys treat consumers differently. If you guys ever did treat us all according to your ToS, I would let it go. But you guys haven't and it has been proven.

Complaint: [redacted]I am rejecting this response because: Honestly, I start to believe my accounts ban is one of GMs self made decision, since we (players) on Dawnglory already know that there were atleast 1 GM friend of faction I was fighting against. Really, I can`t believe you are not releasing my account, and you think it was shared, even though I gave every proof to made everything clear regarding this problem, and still you keep up with same text. If I shared account why would I ask to lock it until I regain acess?Do what you want, but with this move you just lost 7 years loyal customer, who was filling your wallets aswell. Sincerely,[redacted]

Complaint: [redacted]I am...

rejecting this response because: I dont know the reason why I got banned in 1st place ? If someone plays the game for 5-8 hr a day U guys call that botting if someone is doin things that u gave/let us to do . Doin all invokes and professions . Ofc I will do all those things if I can and have time for it. that dosnt mean Im usin a bot or idk... its not fair how u treat the beta players . So again check the records how long did I play and where I was ..... I was super active so thats why I got banned for ??? Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
the add was misleading and there was no clear explanation on how you were able to claim the bonuses. If I could have claimed what I wanted right from the start I would have. But a misleading tier system was in place that made it seem like I had to claim tier 1-4 before claiming tier 5. NOWHERE did it say I could just claim tier 5. If I had known that I would have skipped tier 4 and had enough to claim tier 5. There was no reason whatsoever for me to claim tier 4 as I already owned that ship. Furthering that ship is still available. There is no reason this cannot be explained as a mistake possibly on both sides and just allowing me access to it on my account. I find this whole situation very frustrating as I work for a company that does not hesitate to make things right in order to keep a loyal customer. There is no reason for the comple lack of understanding on perfect worlds part in this. Again as I said there was no reason at all for me to have claimed tier 4 other than it seeming like I had to. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
Hello,
Thank you for the opportunity to respond to your issue. Your account, along with numerous alternate accounts, was found to have exploited missions through automated gameplay. Our 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 23.1 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.
The ban on all of the accounts will remain and we apologize for any inconvenience this may cause.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept this response as the claims are false. There has been no 3rd party software OR hardware used in or on any character I have played. I am more then confident that you cannot provide proof of said violation, as it's simply not true. Anything appearing to be as such is quite simply a result of an ADHD OCD Player spending countless hours, endlessly doing monotonous tasks. If I was using any kind of bot software or hardware, as you claim, I think your systems would show an equal interval between whatever it is you think I was doing, but I can assure you, it did not, does not, will not, and cannot.
Furthermore, you have violated your own terms of service where it clearly states that any violation resulting in a ban of any kind will receive full explanation in writing before the consequence commences. There was no warning, no indication, just total elimination of an account for which I have literally spent thousands of American REAL dollars on.
Your company is fraudulent and in error in this an so many other practices, promising things and never delivering. I am only perusing the recovery of my accounts as I have invested 6 years of my life in them, and that, coupled with the monitory investment, warrens fighting for.
Lastly, if it must come to compromise, and as it seems the quest line, "[redacted]" quests seem to be at the heart of this issue, why ban accounts that don't and cannot abuse said issue? My main account has mostly characters out of the range of these quests and banning everything, on a first offense, even if I was in error (which I am not) is ludicrous.
I expect full reactivation of my accounts, compensation for time lost, or I expect a full monetary refund of all the dollars spent with PWI in the last 6 years.
Final Business Response /* (4000, 9, 2015/10/22) */
Hello,
Thank you for your follow-up message. Numerous alternate accounts that were registered from the same IP address that is associated with your main account were used to bot the "[redacted]" quest to gain resources which were then transferred to a character on your main account.
We apologize for any inconvenience caused, however, we will not lift the bans on any of the accounts or provide a refund. Thank you for your understanding in this matter.
Perfect World Support
Final Consumer Response /* (4200, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing in your terms of service placing a limit on the amount of accounts a person can have. Again you claim the 'bot' thing, however there is no proof of that, nor will there ever be, as it was simply not the case. The game you represent encourages 'farming' so utilizing what the game offered is and should not be in any way considered wrong, or the whole system is working against itself.
Again, I STRONGLY state, you did not provide any warning, if there was suspect of any questionable actions or behavior. (Which I remind you AGAIN is CLEARLY stated in your own TOS) I had to come begging to you to get any kind of information.
I am not some [redacted] kid here, I'm a 45 year old father of four, former business owner myself, and I can tell you I would never have treated a paying customer in MY business with such blatant discourtesy and rude arrogant assuming actions.
I have devoted 6 years of life playing your game, spent several THOUSAND US DOLLARS, and I'm not even given the courtesy of a warning, nor have I been offered any compromise.
DO NOT Apologize for any inconvenience again, that's simply an insult to my intelligence.
You WILL provide a refund of some sort, or you will provide me access to my accounts again. If you have any thread of decency remaining in your organization, you will consider the intense loyalty of a customer who had not missed a single day in the last 3 of those 6 years.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
so if there not willing to give a refund then some sort of compensation should be fare I mean think about it from my side I invest $[redacted] over the course of 5 years took a year off for work come back to the game hacked to hell and BOI let it happen for 1 year before they banned players, now theres nothing left of the game theres no players this just stinks as a player donor I get shafted. I feel at least some kind of compensation is in order.

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on JUNE 30 regarding your Perfect World suspension.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because: As stated in ticket #[redacted] my account was banned for account sharing, as I explained multiple times, my account was stolen while I was away. For sure, we both a customer and company would gain only if my account was released like that: Company would keep getting money from me, and I would be able to play [redacted] sicne this was my best geared character, I would not make a new account in this situation after getting treated like this after asking for assistance   from them. Tought the company [redacted] value their customers much way more, mostly because game is old and only income comes from old players, and I was icluded in this froupd too, since I didnt have much time to play.Sincerely,[redacted]

Hello,Thank you for your follow-up message. We have performed a final review. Unfortunately, we will not be able to provide a refund as you have requested. Please review the Terms of Service link below if you have further inquiries on the Fees, Interruption of Service and Disclaimer of Warranties.http://www.arcgames.com/en/about/terms
We thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because:
This is just an automated message.  She received no punishment for the actions she took upon herself to do. I am getting tired of her being able to bad mouth me and lie about me while this company sits on their butt doing nothing. Her permanent ban for stealing [redacted] dollars was 2 days. She did not have to pay me back or anything. Note that was an agreement that was set when she first contacted the staff at PWE. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
Thank you for the opportunity to respond to your issue. After an audit of accounts it was found that yours exhibited behavior that would indicate a bot, or botting program, was being used to automate gameplay. The 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 account. Section 23.1 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.
We have performed a final review of the account and determined that the ban will not be lifted. Additionally this issue was addressed and resolved through your previous Revdex.com case (#XXXXXXXX). We apologize for any inconvenience this may cause and thank you for your understanding.
Perfect World Support

Initial Business Response /* (1000, 5, 2015/06/02) */
Hello,
Thank you for the opportunity to respond to your issue. We have removed the email address you listed in this Revdex.com case from our mailing list so you should no longer be subscribed. Please understand that this is only in regards to...

marketing-style messages so you [redacted] still receive responses and updates to support tickets that you file with us. Additionally, please feel free to contact our support team via our support site http://support.arcgames.com/ if you have questions or concerns in the future. We took a look at the support ticket history associated with your contact email address but could not find any tickets related to issues you may have encountered with the unsubscribe link in the past.
We apologize for any frustration you encountered when trying to remove yourself from our mailing list and have passed [redacted] issue onto our engineering and marketing teams for further investigation. Thanks for your understanding.
Perfect World Support

Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed the account you referenced and we did not find any record of deleted or missing characters. Please note that after the recent PWI server merge there are arrows...

located on the left side of the character selection screen. You can use these arrows to scroll up and down to locate any characters who don't immediately appear on-screen.
Please double check that you are logging into the correct account when looking for the character "[redacted]". Even though some of the PWI servers were merged together, characters on different accounts were not so you will still need to log into the individual account if you want to play certain characters.
We apologize for any confusion and thank you for playing PWI!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have more than double checked. I have played this game for nearly five years I know which account has the character that should be there. As stated, all of them(my characters) were gone.
I am aware of the very first character I ever made which was a psychic named [redacted] on the raging tide server which just so happened to merge with dreamweaver server(the server in which my ASSASSIN-[redacted] was wiped from.) He is on a completely different account and I am clearly not referring to him. Which reminds me that the purchase history on that account that I was NOT referring to in this case, was wiped by the time I tried to access it.
I've been referring to the mercyslumbers account this entire time and yet to have anything resolved. As I said, I've played for quite a while and enjoyed the game but if the characters you've worked [redacted] for years and money you've spent on them all just vanishes, what reason is there to play when all progress is destroyed by a fluke of the system? -Or whatever you have to tell yourselves and the eyes watching you.
Everyone knows Perfect World is an extremely buggy game but to this extent?
You should alert people to this issue if you cannot resolve such a matter but simply look to convince someone that they would delete their most prized character or that through their ignorance somehow, allowed another to do so.
You can clearly see that I've spent a good sum on the account(as well as the other) yet I have nothing to show for it on EITHER of my accounts in-game. So whether you can or cannot actually see that my account was wiped of it's characters my items are still gone and that is undeniable. I don't believe I'm asking for much. I mean instead of pointing fingers at all of us(the players) every-time it's alright to accept fault and do something right for a change.
I apologize for any confusion or uncertainty regarding what I have stated time after time. Thank you for your "Understanding"
Final Business Response /* (4000, 9, 2015/08/17) */
Hello,
Thank you for your follow-up message. Your issue was escalated to a Customer Support supervisor who contacted you through your support ticket. Per that discussion this issue should now be resolved. If you have further questions or concerns please feel free to update your ticket.
Thanks for playing PWI!
Perfect World Support
Final Consumer Response /* (2000, 11, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm not happy with how my best and most importantly, favorite, character disappeared but I believe PWI did well in helping to resolve the issue and credited my account with in-game gold near what I paid for.
I appreciate your time and effort everyone.

Complaint: [redacted]I am rejecting this response because:the claims on which I was banned is false, there is no proof that I sold my account. only that there was someone other than myself using the account.Sincerely,[redacted]

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and another response was sent to you on [redacted] 2.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because: I have reviewed the TOS as advised and I personally have done NOTHING to break ANY of the rules stated under them.  As I have previously stated, I have never made ANY attempts to sell my account and this suspension as well as how it is being handled is WRONG. If this suspension is not lifted not only will this company be losing my business, but that of many of my friends that play on the same server.  I would like for this issue to be resolved without the involvement of the legal system, however I will go that route if that's what it takes to get this wrongful suspension overturned.Sincerely,[redacted]