Perfect World Entertainment

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 JULY 28 regarding the Neverwinter PS4 suspension.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hello,Thank you for your follow-up message. We are aware of the ticketID [redacted]. Your feedback and concerns have been forwarded to the developers. They are currently looking into the situation.We 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.Thank you for your understanding in this matter.Perfect World Support

Complaint: [redacted]I am rejecting this response because: while I fully understand the TOS, the inconsistency with its application lends its own enforcement to be suspect. Especially concerning is the fact that well known accounts that have been sold are still active in game despite tickets being logged against them. Meanwhile, accounts that are accused of being shared get a perma ban. The former is clearly a more severe violation of the TOS, and yet a blind eye is being turned to it. This kind of bias and inconsistent treatment against customers is not only unfair but also unjustifiable when the TOS is being referred to. Thank you. Sincerely,[redacted]

Hello,We take all player reports seriously and investigate each claim as thoroughly as we can. Please be aware that you are solely responsible for the Guild Bank activities, including the transfer of leadership due to inactivity, and you agree to accept all risks of misuse. Please review the Terms of Service link below if you have further inquiries on Disciplinary Action, Disclaimer of Warranties and Limitation of Liability.[redacted]We thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
Thank you for the opportunity to respond to your issue. Sharing an account between multiple parties is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms). We have performed a final review of the account and...

determined that the ban will not be lifted. Additionally, in reviewing this case it appears that the description you provided was copied from a prior, unrelated Revdex.com case (#XXXXXXXX).
Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 11, 2015/10/02) */
My PW account have been banned
I sent multiple letters to them,with almost always the same answer "this ticket appears to be a dupplicate of another ticket in our system,please edit it " but I can't because my account is banned.If they're not answering this,their answers aren't satisfying, here's my letters I sent them.
Dear Perfect World Associate,
Recently, I had wrongfully been banned from Neverwinter, on my account [redacted]@gmail.com, for what you claim to be, an Exploitive act. I had questions about how this ban could be rationalized? I have never committed any such offense. I am a long time player, and an even older fan of Neverwinter. I would never stoop so low as to violate a Terms of Service which I had agreed to.
I am disgruntled at the ban reason that I have irrationally been accused of, as I have never done anything related to "Violation of the Terms of Service". I take the utmost offense against this accusation, and will never look to perform any illegal activity in-game.
If you spoke to anyone whom knows me, I am, and always will be, a legit and rule abiding player. I would never commit any such offense which could deem my account susceptible to a suspension or a ban. Please, review my IP and make sure that my account had not been compromised at the time of this wrongful ban. Perhaps without my knowledge, my account had been accessed somehow, and something occurred.
Again, I implore you to investigate my account so that you may see that I am truthful in what I write. If there is ANY information you need, please feel free to contact me at anytime, and I can provide you with the account info.
Best Regards
To whom it may concern,
You claim to me that a review of my case was processed and evidence presented was correct. How can you say this "so called" evidence is true. I very well would like to see what I am being accused of just as in a court of law, evidence is presented and not just figment-ed.
I am not sure who has done this "review", but I know personally I have done nothing to attribute to such actions being taken against my account and I demand to speak with someone else on the issue. Your jobs at Neverwinter are to properly review information not just deem something completed because you do not feel the need to investigate further yourself.
There must be a supervisor your able to send me to because clearly the message that needs to get across is not viable for people reviewing this currently to understand. My account was never possessed by me for any of the "fraudulent behavior" I am being accused of. It should be very easy to track that in your systems if you took the time to do so. I can provide any and all information needed to release this account, but I refuse to be told that this is a closed case when I clearly have done nothing wrong.
Whenever someone realizes what was done I am sure the original reviewer of this "offense" that I was accused of will feel some sort of remorse for just assuming that I am another one of the cruel and twisted people who abuse video games for self pleasure.
With Kind Regard
other letter I sent them in the box bellow
Final Business Response /* (4000, 13, 2015/10/07) */
Hello,
Thank you for your follow-up message. A final review of the account, including the evidence which led to the ban, was performed by a Customer Support supervisor and the determination has been made that the account will remain closed. Sharing an account between multiple parties 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

Complaint: [redacted]I am rejecting this response because:
This is the same response from the support team. The event was not marketed this way, and by that I refer to the event details and the description on the official website. Both of these locations state double drops from all locations, with  no mention of the item in question not being restricted. To further this point if I did get a partial double of the item from the pack and by your own admission I have received the correct amount, then the item is clearly included in the event. if the Perfect World team failed to add this condition to the details of the event I can be sympathetic, but this does not forgo the obligation to provide me with the return on my investment. So to summarize, you have inadvertently admitted the packs double, your website and in game description have no mention of a restriction, and you are still refusing to honor the rewards of the event.  Sincerely,[redacted] Smith

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 further information on the status of your account.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. Your issue and support ticket have been reviewed and escalated to a Customer Support supervisor for further investigation. Please check your ticket or email for an update to the...

ticket.
Thanks for your patience.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
I'd like to say pwi has contacted me, they have returned some of my coins and are promising I will get my rrr9 gears back with either refines or moneys to refine it again. this is to happen during next maintenance. I am very very happy with this news, i'd like to thank pwi support supervisor [redacted], for her help and understanding in this matter. I will update this ticket when I receive my other items.
Final Business Response /* (4000, 11, 2015/08/26) */
Hello,
Thank you for your follow-up message. According to the GM you have been speaking with this issue should be resolved at this time. If you have any further questions or concerns please feel free to update your support ticket.
Perfect World Support
Final Consumer Response /* (2000, 13, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive most of the stuff I asked for, and I was given the chance to speak with the supervisor and had a very nice conversation, so I have no complaints, I am happy with the way they handled my case. ty very much pwi =)

Hello,Thank you for the opportunity to respond to your issue. While we understand your frustration on this issue, we will not be refunding any purchases to your credit card. Any reimbursements would have been credited to your Arc balance. Please note that while we have discontinued support of the...

[redacted] client, there are still ways for you to continue to play [redacted]. You can find additional information in the [redacted] forum post below.http://www.arcgames.com/en/forums/startrekonline#/discussion/1211294/[reda...⇄ /> Thank you for your understanding.
Perfect World Support

Hello,Thank you for your follow-up message. We can confirm that you have submitted several support tickets about Neverwinter gameplay mechanics. This includes the TicketIDs: [redacted]. Please be aware that these reports are reviewed by the Quality Assurance Team 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 suggestions.http://www.arcgames.com/en/games/playstation/neverwinter/newshttp://...⇄ World Support

Initial Business Response /* (1000, 5, 2015/09/29) */
Hello,
Thank you for the opportunity to respond to your issue. We can confirm that the 24-hour suspension ended on September 28 and our records indicate you have been able to log in and play the game since then. The character's name was...

changed as it was found to be in violation of our Terms of Service. The next time you log into the character you should be prompted to select a new name.
We will not be able to apply any credit to your account for issues encountered due to server lag or other game bugs. Additionally, we will not be able to grant any experience or booster item to your character.
We appreciate your understanding and your support of Neverwinter.
Perfect World Support

Initial Business Response /* (1000, 6, 2015/07/08) */
Hello,
Thank you for the opportunity to respond to your issue. We apologize for any frustration caused by the Zen promotion that we had at the end of June. Please keep in mind that we do announce some sales and promos prior to their start,...

though we do not do it for all of them, and we encourage you to keep an eye on our official game site and forums for news and updates.
We have updated the support ticket you submitted about this issue with what we feel is a fair resolution to your inquiry. If you have any further updates or questions please feel free to respond to the ticket.
We appreciate your understanding and your support of Star Trek Online!
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel that is adequate compensation, however I must point out that I still believe the business practice is dubious at best, I would like to further add that you take this into consideration and act accordingly to make certain these promotions are more in line with traditional promotions with prior notification ta all times, as is the case with most legitimate practices.

Initial Business Response /* (1000, 8, 2015/07/24) */
Hello,
Thank you for the opportunity to respond to your issue. We have performed a final review the account in question along with the investigation that was performed at the time, and it's our determination that the ban will remain. If you...

wish to play Jade Dynasty again you can register for a new account at https://www.arcgames.com/en/sign/up.
We appreciate your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unsatisfactory responses, the root of the issue is still unknown why despite evidence and correspondence to the contrary the account is still suspended. I'm not sure I understand the reasoning behind the suspensions. When first suspended. I was automatically banned. there was no option to dispute or provide evidence to the contrary. I feel like I've been cheated of an opportunity to provide materials that would show my innocence in the investigations on the account. Any attempts to make a conversation on this were met with "This account was permanently suspended and will not be released." no further dialog or remarks toward what I've said explaining the issue. I don't feel that Perfect World Entertainment is taking the matter seriously and is instead glazing over another ticket and with check of an IP and the notes from agent, making the same determination without actually looking at it as an whole.
Final Business Response /* (4000, 12, 2015/08/03) */
Hello,
Thank you for your follow-up message. As we stated previously we reviewed the account along with the investigation that was performed back in 2011 which led to the ban. Based on our findings we will not unban the account. If you wish to play Jade Dynasty again you can register for a new account at https://www.arcgames.com/en/sign/up.
We appreciate your understanding in this matter.
Perfect World Support
Final Consumer Response /* (4200, 16, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that again my requests are met with the same response as all the others. despite several attempts at getting answers on why the account is suspended and a possible remark on evidence that I shown it should now be apparent to all what I've been struggling with.
I will not be participating in any perfect world entertainment products or affiliates after this abhorrent disregard for the customer.

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.Your frustration...

is understandable and we apologize if you feel that not enough has been done to halt the exploit. We encourage you to keep submitting tickets reporting possible violations with as many details as possible.Thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issue.The account was automatically suspended because [redacted] payments, made to this account, have been reversed and held by the payment gateway as a payment dispute.You must contact [redacted] directly to resolve the dispute. Once the dispute has...

been resolved and the funds returned, we can remove the account suspension and discuss any further in-game issues or concerns.We thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/09/11) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed the companion we believe that you upgraded (Erinyes of Belial) and it appears that both the description and behavior of it are working as intended. Because of...

this we politely disagree with your assertion that there is false advertising. We apologize for any miscommunication in your support ticket, however, we will not be able to reimburse the Astral Diamonds used to upgrade the companion, or provide a refund as you have requested.
Thank you for your understanding and for playing Neverwinter!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 9, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please refer to additional information I had submitted
Final Business Response /* (4000, 12, 2015/09/21) */
Hello,
Thank you for your follow-up message. In the Congratulations window that appears when the companion is upgraded to Legendary quality it states "+10% to base ratings" and this applies to the ratings of the companion. Think of it as a confirmation of how much the companion's ratings have increased as a result of the upgrade. Underneath that, and in the tooltip of the companion, the Legendary Bonus of the companion states "Owner gains 15% of summoned pet's ratings". This bonus is intended when upgrading the quality of the companion to Legendary and does not replace the base ratings increase that is applied to the companion. In other words, the "+10% to base ratings" and "Owner gains 15% of summoned pet's ratings" are both intended and working correctly.
We will not be able to reimburse the Astral Diamonds used to upgrade the companion or provide a refund as you have requested.
We apologize for any confusion caused and thank you for your understanding.
Perfect World Support
Final Consumer Response /* (4200, 16, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sure you are fully aware that people upgrade companions for the active bonus that has received a linear upgrade with every level prior to this one, and not for the small amount of stat points added to the companion itself. The active bonus is the important part of the companion's upgrade and did not receive the upgrade as expected.
If your final stance is that you will not make amends with a customer who was deceived by your blatant lack of clarity, I will stop contesting the matter, but I hope the Revdex.com will note the poor business practice and I hope you will note that you've lost a paying customer.

Initial Business Response /* (1000, 5, 2015/07/24) */
Hello,
Thank you for the opportunity to respond to your issue. Sharing an account between multiple parties is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms). Even if the account is accessed by family members,...

close friends, or trusted guildmates, it is still a violation to do so. Additionally, selling an account is also against our Terms of Service. Given both of these factors we have determined that the ban will remain. We apologize for any inconvenience this may cause and thank you for your understanding.
Perfect World Support

Complaint: [redacted]I am rejecting...

this response because: they are trying to close the ticket and do nothing about it. All they keep saying is that theres nothing they can do this was there product that they changed out of the blue one day.I have a ticket that every time they update they have tried to close , I can copy and paste the entire ticket chain if needed to show responses that make  Absolutely no sense Sincerely,Andrew [redacted]