Perfect World Entertainment

Complaint: [redacted]I am rejecting this response because: The response should tell you all you need to know about the reason for my ban and the way they handle their customers.  I realize that I will never be able to play neverwinter again but feel very strongly that you should act upon this arrogance and lower their rating.  Can you justify an A+ rating with a customer response like that?  I hope that the A+ rating isn't just because they are a paying member of Revdex.com.Sincerely,[redacted]

Hello,Thank you for the additional feedback. We are fully aware that the correspondence is different than the email used for gaming. Unfortunately, we cannot locate your account based on the current complaint. Without your account information, we can not conduct an investigation or provide assistance. Please submit a ticket by visiting https://support.arcgames.com/ and include as many details as possible.Perfect World Support

Hello,Thank you for your follow-up message. Unfortunately, we will not be able to provide a refund or apply the tier 5 ship to your account. You have successfully claimed the lower tiered ship rewards. These rewards contain usable packs and/or items permanently applied to your account. As a final reminder, the Charge Reward system allows players to freely choose their rewards.Thank you for your understanding in this matter.Perfect World Support

Initial Business Response /* (1000, 5, 2015/07/27) */
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, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company outright stated that botting was done by the majority of their users and tolerated. With no warning they banned the account after removing botting from the game. 99% of botters were not banned, they randomly targeted my account.
Final Business Response /* (4000, 9, 2015/07/29) */
Hello,
Thank you for your follow-up message. Botting has always been in violation of our Terms of Service and we make every effort to investigate and take action on accounts that are reported for this behavior. Please understand that due to privacy concerns we cannot discuss our investigations or any resulting action that may be taken on another accounts.
As we communicated to you before, after a final review of the account we have made the determination that the ban will not be lifted. Thank you for your understanding.
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account was banned with no correspondence inappropriately.
My account was banned without any warning, do not give this company any money as they can ban you and any associated real world assets you contribute to their game with no provocation or reasoning on their part.

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 although I wish they had compensated me for the trouble to pursue justice. Sincerely, [redacted]

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 behavior of players who would take advantage of game exploits. 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 refund as you have requested. Thank you for your understanding.
 
Perfect World Support

Complaint: [redacted]I am rejecting this response because: Thankyou for understanding my frustration, I respect your authority to discipline individuals at your discretion however, I have never recieved a warning or a temporary in the past. How can I be permanently banned without any form of evidence showing why I have been banned. There could be a simple explanation if I knew what it was I have supposedly sold for real world money.
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I still havnt been given a full explanation as to why my account is suspended.Sincerely,[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 permanently banned in the forums.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:
This issue has been going on for nearly 2 months. All they need to do is contact me to coordinate a time when I can log into the software and they can fix it but they refuse to properly read my notes and do that. So yes they replied with nothing but delays and non-answers.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 unsatisfied because they are trying to say I was selling in game content for real life money which I did not.  I have friends stuff to Barrow till I returned to the game....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 a reply about this issue was sent to you on JAN 17 regarding the status of your account.Thank you for your understanding.Perfect World Support

Complaint:...

[redacted]I am rejecting this response because:Sincerely,[redacted]
 
Yet again they claim they reviewed this account, no proof, no reasoning. I have not sold or traded this account yet they insist that I did without proof of it. if I had sold this account I wouldn't be fighting to get it back, I would have already had whatever currency and been happy, but no. I HAVE NOT SOLD THIS ACCOUNT, and I want it back or at least your proof of it being sold, traded, or otherwise compensated for.... you guys unbanned Hooka_X of dawnglory after he ACTUALLY sold his account yet wont unban mine for a suspicion of a transaction that never accrued. Refuse to ban KateMonster of dawnglory who sells her account like I change underwear.... this is absolute unprofessional business practice and discussing services . so again I ask the same thing ive asked from the beginning, either unban it because you don't have anything OR provide some proof. I have spent a lot of money into this game and feel I'm being ripped off. these r two of my favorite accounts even though I have a fully done duskblade on dawnglory, if any of my accounts to sell he would be worth more than these two but again I DONT SELL MY ACCOUNTS. so please take serious consideration into this or send it up the chain to the next person.

Initial Business Response /* (1000, 5, 2016/01/28) */
Hello,
Thank you for the opportunity to respond to your issue. The account was banned 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 (http://[redacted]).
At this time the ban has been lifted from the account and you should be able to log in again. Please keep in mind that any future violation of our Terms of Service will result in a permanent ban.
Using the services of third-party sites puts your account security at risk so we strongly encourage you to avoid visiting them. Additionally, 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.
Perfect World Support

Complaint: [redacted]I am...

rejecting this response because: This is simply a waste of my time and effort at this point. They have provided me with absolutely no evidence of what I am being accused of, and won't even reply personally to my tickets at this point. I have done nothing wrong and have offered to prove my identity to them multiple times. When a game creator, such as Perfect World Entertainment, makes a Terms of Service contract, that contract is legally binding. When I say "Legally Binding", that means both parties are bound by said Terms of Service, both the customer and the owner. There are multiple ways that Perfect World Entertainment operates against their own legally binding Terms of Service, which are:
Playing "favorites" towards select players, allowing them to break any of the Terms of Service
Refusing to reply to a customer ticket OR refusing to provide proof of the offense one is being blamed of
These are the two ways I know off of the top of my head how Perfect World Entertainment is breaking their own legally binding contract. It is stated that if they themselves operate against it, that it becomes null and void, to the point they cannot punish another under their own Terms of Service, that they themselves break so often. Of the players I call "favorites", of a group of 20 that I personally reported for the same offense I am banned for, and the Perfect World staff refused to ban these players. Now that I am accused of the same thing, I am banned without question, and without being able to receive a reply. The performance put on by Perfect World Entertainment is at the simplest, illegal. I only request that I gain access back to my account that I have proven multiple times is my own. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed the account and found evidence that there were attempts to sell it to a third-party. This is in violation of our Terms of Service and the Arc account associated...

with your contact email address has been permanently banned. In addition, we have permanently banned your Xbox Gamertag from logging into and playing Neverwinter. Please keep in mind that the latter ban only applies to Neverwinter on the Xbox One and should not prevent you from accessing other Xbox content.
We have performed a final review of the issue and made the determination that the ban will not be lifted. We appreciate your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What evidence is there of this? I have spent more than a thousand dollars on this game and I can't play again? And I can't get any of my time or money I invested in this game? Why would I spent that much money on a game to just turn around and sell it? I planned on playing this game for a very long time and probably would have spent even more money on this game. I don't think this is fair one bit. Can you see all the money I have spent? All that money is lost?
Final Business Response /* (4000, 9, 2015/08/10) */
Hello,
Thank you for your follow-up message. On multiple occasions the in-game chat system was used to communicate the desire to sell the account to a third-party, offering its characters, items, and resources in exchange for real world currency. As we stated previously, this violates our Terms of Service so the permanent ban will remain. We appreciate your understanding in this matter.
Perfect World Support

Initial Business Response /* (1000, 5, 2015/06/02) */
Hello,
Thank you for the opportunity to respond to your issue. We are more than happy to assist you with getting these charges refunded, however, because we need information, and to protect your privacy, we have opened a new support ticket...

for you, so please check your email for further information. Once we hear back from you we can proceed with the refund process.
In the future, if you need to contact us, you can do so by visiting our support site at http://support.arcgames.com/. Thank you for your patience and understanding.
Perfect World Support

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 feedback.We have noted your concerns regarding the 'Force Login' feature for Perfect World International. However, please be aware that players are responsible for identifying and resolving any connectivity issues between their current hardware, software and internet service provider.We suggest reviewing the Terms of Service link below if you have further inquiries on the Description of Service, Interruption of Service and Disclaimer of Warranties.[redacted]We 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 Star Trek Online gameplay issues. 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/star-trek-online/news/indexhttp://f...⇄ World Support