Perfect World Entertainment

Complaint:[redacted]I am rejecting this response because: The email I use for correspondence is different than the email I use for gaming.  Additionally, your company has a nasty habbit of locking people's accounts when they complain about you.  Once I am assured no such action will be levied then we can progress.  Also, no where was I asked for an account email.
 
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, 2015/08/07) */
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: 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]

Initial Business Response /* (1000, 6, 2015/07/30) */
Hello,
Thank you for the opportunity to respond to your issue. We reviewed the communication you had with our support team and can confirm that this issue was addressed on the same day that you contacted us. To reiterate: as a one-time...

courtesy we credited your Arc account balance with the amount from the transaction that was accidentally charged to the Morai server. If you have not already done so, please follow these steps to transfer it to the Harshlands server:
1. Go to the Charge page: https://billing.arcgames.com/
2. Click 'Purchase History' located at the upper right corner of the page
3. Click on the blue 'Transfer' button beside the blue Charge ZEN button
4. Choose the Game, Server and Amount you would like to transfer.
5. Before clicking 'Apply', please verify the correct details are displayed in the Order Summary
6. Click on Apply and you should see the specifics of your transfer on the confirmation page
Thank you for playing PWI!
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2015/07/30) */
Close this Ticket the situation has been resolved

Complaint: [redacted]I am rejecting this response because: The decision made by the authorities is wrong since the reason they have given me for my account ban is-"Items were traded from one account to another alternate account." A lot of people trade items in the game and that is in no way breaking any rules stated by the game. I have spent a lot of money and time on my account and it has been taken away from me for a baseless reason that is null and void.Sincerely,Bala [redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello,
Thank you for the opportunity to respond to your issue. The account in question was permanently banned due to knowledge of and/or direct use of an item duplication exploit in Battle of the Immortals. We have performed a final review of...

the account and the ban will remain. Additionally, we will not be able to provide a refund as you have requested.
Thank you for your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree for the answer, for the whole server knew and have knowledge of the duplication because it was posted on game forum. To only take action on only certain indivituals is unprofessional. At the same time the bug which allow the incident to take place was there for the longest time and wasn't provide any solution at all but taking everyone account who knew or have knowledge of this is very unfair. Therefore I feels I have the right to get my refund or my account unbanned. Thanks
Final Business Response /* (4000, 9, 2015/11/19) */
Hello,
Thank you for your follow-up message. We're sorry if you feel this is unfair, however, the ban will not be lifted from the account, nor will we provide a refund as you have requested.
We appreciate your understanding in this matter.
Perfect World Support

Complaint: [redacted]I am rejecting this response because:
The company has simply directed to me towards the original outlet that led me to file this complaint.
Email Address
[redacted]
Reference Number
[redacted]
here is the account information they requested. and the reference number attached to my support ticket. you can see on the ticket that the support team fails to recognize that the event was marketed without the restrictions that they, on multiple occasions tried to impose after I had already committed. you can also the contradicting statements where it is said that I received the correct amount of items, while also saying that the item was not supposed to double at all.

Hello,Thank you for the opportunity to respond to your issue. We see that you have a support ticket with us and a reply about this issue was sent to you on June 1 regarding your request.Thank you for your understanding.Perfect World Support

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 SEPT 23 regarding the Star Trek Online suspension.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because:
I just paid for a 2nd month of gold membership for chat mesenger and I can't use it still !!!  System] You have been silenced. You may chat again in 21 hours, 34 minutes, and 11 seconds.
 
The automated system is flawed and sorry is not going to solve this.  I am going to charge this back soon for fraud.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/19) */
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. Our Terms of Service...

(http://www.arcgames.com/en/about/terms), which you agreed to when creating an 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.
We have performed a final review of the account and determined that the ban will not be lifted. We apologize for any inconvenience this may cause and thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In what way was I botting? How in any way was I doing botting behavior? I played the game for a long time and had a highly geared character, I farmed encounters with several friends who were in the party with me, Heck i've reported other people on my friends list for botting. This just doesn't make sense, the only thing I used during encounters was setting up the mouse clicking rate on my Double click function on my gaming mouse. Everything else was me in the game if you guys actually watched gameplay footage you would see. I had about 75 days logged on the game, to which i'm not proud to say, but I had fun. The encounters in drowned shore were easy on my character and could be solo'd in a matter of seconds. There were several other people farming encounters and I partied with them. Maybe if you guys actually watched my movements in game, you would notice things. I sit in protectors enclave most of my time playing doing trades, I'm a merchant after all. I just don't understand how I could be flagged for botting when i'm actually playing the game. Can you please go into detail about why I got flagged, I find it absurd that I got flagged for botting 'automating gameplay' when you could check my movements in game and realise I was talking to people, doing emotes and several other things. I just don't believe it.
Final Business Response /* (4000, 9, 2015/06/24) */
Hello,
Thank you for your follow-up message. As a one-time exception we have lifted the ban on the account and you should be able to log in and play again at this time. Please keep in mind that any future violation of our Terms of Service (http://www.arcgames.com/en/about/terms) will result in permanent account closure.
Perfect World Support
Final Consumer Response /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am highly content with the situation, thank you Perfect World Entertainment and Revdex.com, I also have another question, after my main account was banned, another one of my alt accounts was banned his handle was @gangstaham This is the customer support message, the account was banned 2 days after my main account, is it related to my main account?
"Please go into detail about what is happening, I literally just created the account this week/last week and have been using it, I've literally just leveled up two toons to about level
12 or 10, cant remember, but they were far enough to go into tower district. If this is regarding the trans elven battle enchantment, to which I sold on the account,then you must understand that the account is a merchant account and I planned to make this account my main( for trades). Reasoning for this is because alot of people resent my (old) main account and I figured this way I could get sales off of those people that had me on ignore.. Thanks for cooperating "
Customer Support Response
Hello,

The ban on the account will stand, and the account will not be released. Thank you for your understanding.

Regards,
[redacted]
Game Master
I'm just wondering, because the account was brand new, maybe about a week old, and I had sold a transcendant elven battle enchantment in the auction house, and then after it had sold, a day or two after, the account had gotten banned, I just need some clarification if this is related. Thanks for everything!

Hello,We take all reports of violations to our Terms of Service seriously and investigate each claim as thoroughly as we can. Please be aware that due to privacy concerns, we cannot discuss the details of our investigations or any action that may be taken on another player's account.While we...

understand your frustration on this issue, we may at our option issue warnings, temporary suspensions and permanent suspensions. We encourage you to keep submitting tickets reporting possible violations with as many details as possible.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because:
To Whom it May Concern,I am writing in response to your last message to me. Though you might find the issue closed, it is not to me. I have never had a warning and I’d like to know why so many people have returned, yet I have not. It is clear in your most recent mail that you sent to players you wrongly banned that states, “We believe this is fair compensation for the error that we made. “  I am one of the many accounts that were affected by the error that you made but you have yet to lift my ban and I would like more information as to why this has not happened. I spend an incredible amount of time playing this game as I enjoy it greatly. I have amassed a lot of wealth by waiting for the right events and I run dailies and dungeons and skirmishes all the time. Therefore I am requesting additional information. It is your game that is crashing and sending broken error codes out. My antivirus software often deems your program as acting suspicious! Not the opposite. Please respond so that I may rectify the issues with my account.
Regards,[redacted]

Hello,Thank you for the opportunity to respond to your issue. The account was thoroughly reviewed and the determination was made that it will remain banned.Please be aware that this is our final response regarding this issue.Thank you for your understanding in this matter.Perfect World Support

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello,
Thank you for the opportunity to respond to your issue. We take all reports of possible misconduct seriously and make every effort to investigate each reported account to the best of our ability. Please understand that due to privacy...

concerns we cannot discuss what our investigation entails or any resulting action that may be taken on another player's account. We encourage you to continue reporting possible violations of our Terms of Service using our support ticket system and include as much information as possible.
Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been reporting Terms of Service breachers every since I started playing the game over 4 years ago. Not once have I've seen them get banned or even a warning. They keep getting away with this stuff and if this is how Perfect World customer support is, then something needs to change drastically because there are other companies that would do more and respect their customer/Fan Base more than you. It even feels like you copy and pasted the same message from the ticket to here. Why can't I get a official reply and not just a script? I've spent 10s of thousands on your game and this is the only thing I get? If I don't get a more personal and appropriate reply, I will remember that next time I want to spend money on your game. If you guys want to keep me happy and keep playing your games I demand action against these players I've reported over months and years. I feel extremely disrespected by your company and unless you do what I said and also write a sincere apology with some sort of compensation for the years of ignorants to my tickets and up most disrespect for me than you lost me as a loyal player and supporter of the game.
Final Business Response /* (4000, 9, 2015/11/11) */
Hello,
Thank you for your follow-up message. We're sorry if you feel that no action has been taken against players you have reported for Terms of Service violations. Rest assured that each report is investigated as thoroughly as possible and action is taken where necessary. Again, because of privacy concerns we cannot discuss the details of our investigations or actions against other accounts. We encourage you to continue reporting possible violations when you encounter them in-game.
Thank you for your understanding and support of FW!
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand how hard it is to just look at Ip logs of those reported accounts, how does one go from Australia back to Europe in a matter of a day, Everyday? You keep telling me that those accounts are being investigated but how hard is it to look at the IP see that they're from different countries and ban them instead of ignoring your reports. What the [redacted] will it take to get some type of decent support and not a copy and paste reply.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 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. Please continue to check the ticket for updates regarding your account status.Thank you for your understanding.Perfect World Support

Hello,Thank you for your follow-up message. The account was thoroughly reviewed and the determination was made that it will remain banned.Please be aware that this is our final response regarding this issue and we will not be able to provide additional information. Additionally, we will not be able to provide a refund as you have requested.Thank you for your understanding in this matter.Perfect World Support