Perfect World Entertainment

Complaint: [redacted]I am rejecting this response because: I have provided the account email and still nothing is being done...this is outrageous Sincerely,[redacted]

Hello,Thank you for your follow-up message. While we understand your frustration on this issue, we may at our option issue warnings, temporary suspensions and permanent terminations. Please be aware that we retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actions. We suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Account & Service Termination.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World

Initial Business Response /* (1000, 5, 2015/06/25) */
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.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
satisfies my demands

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 additional feedback.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 [redacted] 23 regarding the PWI suspension.Thank you for your understanding.Perfect World Support

Hello,Thank you for your follow-up message. While we understand your frustration on this issue, we may at our option issue warnings, temporary suspensions and permanent terminations. Please be aware that we retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actions. We suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Account & Service Termination.[redacted]We thank you for your understanding.Perfect World

Initial Business Response /* (1000, 5, 2015/11/02) */
Hello,
Thank you for the opportunity to respond to your issue. Your account was temporarily suspended from Neverwinter on Xbox One for purchasing Astral Diamonds from a third-party site. Buying any currency, items, or services from...

third-party sites is against our Terms of Service. The suspension ended on November 1 and we see that you have been able to log in and continue playing. Please be sure to review our Terms of Service at http://www.arcgames.com/en/about/terms to avoid any additional violations. Keep 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 them. Additionally, 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.
We see that you still have an open support ticket with us so if you have any further questions, please feel free to update the ticket. Thank you for your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Suspension of service came without notification. Communication was initiated by consumer not business. Notification by company is part of your terms of service.
Also, the support ticket did not elude to the difference between 3rd party sales and 3rd party trading of which no proof was provided nor reasoning for suspension. So basis for suspension was assumed to be none other than suspicion.
Purchase of ViP subscription package was assuming access to the game for its subscription duration. Hence the request for full refund.
No portion of your terms of service have been breached. Whereas no notification had been provided up on suspension of service which is written in your terms.
Final Business Response /* (4000, 9, 2015/11/06) */
Hello,
Thank you for your follow-up message. As stated previously, and in the support ticket, the account was temporarily suspended for purchasing Astral Diamonds from a third-party site. The understanding is that the finalization of this transaction would result in receiving the currency from another user in the game via a trade or other method of exchange that exists within the game systems. The suspension was only temporary and ended on November 1. Please be sure to follow the Terms of Service going forward to avoid any future violations.
We will not be able to provide a refund for the VIP time that was purchased.
Thank you for your understanding.
Perfect World Support

Initial Business Response /* (1000, 5, 2015/08/21) */
Hello,
Thank you for the opportunity to respond to your issue. Selling an account in part or in whole is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms) which you agreed to when registering for the account. We...

have performed a final review of the account and determined that the evidence is credible and the ban will remain. Additionally, we will not be able to provide a full refund as requested.
We apologize for any inconvenience and thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
New evidence should be investigated and the case re-opened. I did not sell my account in part or in whole. The ban was without proper evidence and the customer support is still unhelpful.
Final Business Response /* (4000, 9, 2015/09/08) */
Hello,
Thank you for your follow-up message. As we stated previously, a final review of the account was performed, which included a review of the investigation which led to the ban, and the determination was made that the ban will not be lifted. Additionally, we will not be able to provide a full refund.
We apologize for any inconvenience and 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 19 regarding the Neverwinter PS4 suspension.Thank you for your understanding.Perfect World Support

Hello,We take all reports of compromised accounts seriously and investigate each claim as thoroughly as we can. Please be aware that you are solely responsible for the security of your account information and you agree to accept all risks of misuse. Please review the Terms of Service link below if...

you have further inquiries on User Conduct, Limitation of Liability and Disciplinary Action.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World Support

Hello,Thank you for the follow-up message. Unfortunately, the account no longer qualifies for additional character restorations. You have received numerous character restorations in the past. To secure your account, we recommend viewing the suggestions below:https://support.arcgames.com/app/answers/detail/a_id/4251Perfect World Support

Complaint: 11500892I am rejecting this response because:
they  dont answer me or solve my problem through Their website. 
 
My account login is: [redacted]
My registered e-mail [redacted]
waiting for an answer.  
Sincerely,[redacted]

Hello,Thank you for your follow-up message. We can confirm that you have received rewards for the Protomatter Microcontainers. If you have additional questions or concerns, please submit a brand new ticket.Also, the forum suspension and restricted social media access will remain indefinitely. Please review the Terms of Service link below if you have further inquiries on the User Conduct, Official Service and Disciplinary Action.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/10/27) */
Hello,
Thank you for the opportunity to respond to your issue. We checked your support ticket and can confirm that a response was sent to you within 24 hours after you submitted it. A final review of the account was done and there is evidence...

that it was involved with compromising another player's account (specifically, receiving items from the hacked account). Due to this activity the account will remain banned.
We apologize for any inconvenience this may cause and thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I have evidence that your company has been really slow with your customer service. I was also discontented with the last response, since I was asking for information about my own account, but it couldnt be given to me. All I want is for the company to help me trace who has been hacking my account. It's either I get help or I will need some sort of refund for I have spent alot on this game.
Final Business Response /* (4000, 15, 2015/11/06) */
Hello,
Thank you for your follow-up message. As we have stated in our previous replies the ban on the account will remain and we will not be able to provide a refund.
Thank you for your understanding.
Perfect World Support
Final Consumer Response /* (4200, 17, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im sorry but I can't understand why you cant help me trace the hacker that hacked my account BEFORE the ban even took place. Can you guys at least unban my alternate accounts? Just ban my main account which you should be able to track based on most transactions I have made. I am really hoping for help with my case. If you can't give me a refund at least help me trace the hacker.

Initial Business Response /* (1000, 5, 2015/06/05) */
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. We apologize for any inconvenience this may cause and thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have put years of effort into the account, and leveled many characters to high level.
If PWE Feel the need to punish, then please consider removing whatever currency and items from the account would satisfy them, since My investment in time evidenced in boons, achievements unlocked and character progress is beyond value for me as it would be to any loyal player.
Final Business Response /* (4000, 15, 2015/06/12) */
Hi [redacted],
Thanks for touching base with me on this. As always, please feel free to let me know if you have any follow-up questions.
The resolution previously communicated to the customer is our final decision. The account was founded to have violated our terms of service by using third party programs to 'bot' and exploit the game. Botting and exploitation in this manner is extremely harmful to our game economy, results in a highly negative experience for other players, and is a major violation of our terms of service. This customer is free to create a new account provided that account abides by the terms of service, however the existing account in question is permanently closed and will not be reinstated under any circumstances.
In addition, though the customer claims that he "strongly denies these accusations", on 6/2/2015 at 6:15PM (Pacific) he responded to his original appeal via email with a strong admission of guilt:

[redacted] Senior Manager, Customer Service & Billing
Final Consumer Response /* (2000, 18, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:Sincerely,good morning and thank you for taking care of my practice,after reading the negative answer received from the perfect world entrateniment,I would like to request compensation from them for me, equivalent to all moneyinvested on that account above 1000 euros, in their database are all presentthe data of the transactions made through payments with paypal, credit card and debit telephone contract.and unless I have received irrefutable proof of a violation of the terms of serviceI would also like to have a moral compensation for all the hours spent that is cumulative of the time invested on each character on the account, not less than $ 4 for every hour of play.Waiting for your response. Thank you
[redacted]

Initial Business Response /* (1000, 5, 2015/07/29) */
Hello,
Thank you for the opportunity to respond to your issue. Currently, War Avatar Cards cannot be traded, sold, or dropped on the ground. The can only be destroyed by devouring them into higher level cards. We will not replace any cards...

consumed in this manner to help maintain game balance for all players. Additional cards can be obtained via the Boutique Shop chance packs or various PWI promotions. Typically, these promos will offer War Avatar Cards through activities such as spending Zen or logging into the game for a certain number of days. Additional information on any upcoming promotions can be found at http://www.arcgames.com/en/games/pwi/news.
Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
As in the last 2 weeks (additional time added) PWI has restored a sertain player "A-card", within a week of the EXACT SAME MATTER as what I am in now... An "S-card can not be devoured by it self, but , in what I have learned, is being turned into a artefact that is used for stuff that doesnt even exist on the game, and even that being said is that the npc used for this "destroy" option doesn`t even have all nessasary infomation to make a player like me thats been playing for 4 years now aware of the repecations thats gonna be inplemented from the actions. All PWI has to do is to restore my S-Card [redacted] the [redacted], item nr mentioned as above, and all this can stop. They are "publicly" embarising them self and therefor loosing more clients to play the game.
Final Business Response /* (4000, 20, 2015/08/12) */
Hi [redacted],
I've reviewed the Revdex.com case, and our final position is as follows:
We will not be providing the restoration that the customer has requested. As mentioned in our replies, the item itself was not lost or otherwise broken due to an issue with the product, but rather because the item was consumed when the customer performed an action that utilized it as a resource. As a result the item is functioning as intended, and while it's unfortunate that the customer's action resolved in the loss of an item they apparently wished to keep, because the item was utilized for an in-game action and was not actually lost or otherwise impacted by the result of a game bug, we are unable to assist any further. Both the item and functionality are working as designed by the game developers.
The customer is of course welcome to visit our community suggestion box (http://www.arcgames.com/en/forums#/categories/suggestion-box5) to share their feedback on the game mechanic, but Customer Service cannot intervene in game design decisions.
Thanks.
[redacted] Senior Manager, Customer Service & Billing
Final Consumer Response /* (4200, 22, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
The item that was created has no function at all due PWE hasnt intruduced the stage where the item couldve been used. They are lieing about the fact that they "cant" restore it. At the Revdex.com there was a similar case witch they assited the player by giving him his card back.

Initial Business Response /* (1000, 5, 2015/12/09) */
Hello,
Thank you for the opportunity to respond to your issue. We take all reports of player misconduct and 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.
Your frustration is understandable and we apologize if you feel that not enough has been done to halt the behavior of players who would take advantage of a game exploit. We encourage you to keep submitting tickets reporting possible violations with as many details as possible.
Unfortunately we will not be able to provide a full or partial refund as you have requested. Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted upwards of fourteen tickets where every single one of them received the same exact generic response, and that was just me alone. There were at least ten other players who have submitted far more tickets than I did and nothing got resolved for almost a year. The slow response on your end to do anything is in direct violation of your own companies mission statement. Not only that, but you have failed to provide any updates to the game in well over a year.
Final Business Response /* (4000, 9, 2015/12/16) */
Hello,
Thank you for your follow-up message. We appreciate your dedication to reporting potential violations to our Terms of Service and we share your desire to keep the gameplay experience fair and fun for everyone. Rest assured that even though we cannot discuss our investigations due to privacy concerns we take these reports seriously and investigate each of them thoroughly.
We encourage you to keep an eye on the official news page for BOI for any updates that may be coming to the game: http://www.arcgames.com/en/games/battle-of-the-immortals/news.
Thank you for your understanding.
Perfect World Support

Initial Business Response /* (1000, 6, 2015/06/24) */
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 will lift the ban on the account, however, before we do so you will need to change the password ** something strong, secure, and unique by visiting https://www.arcgames.com/en/sign/trouble. After you have done this please update your support ticket and once we confirm the change we will remove the ban. Do not share this password [redacted] anyone, even if they are a family member or friend.
Please keep in mind that this is a one-time exception and any future violation of our Terms of Service will result in permanent account closure.
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. They still havent given me the items yet though, they messaged saying they will but still waiting Sincerely, [redacted]