Perfect World Entertainment

Complaint: [redacted]I am rejecting this response because: The support ticket they...

mentioned is not being followed up on by them. I informed them I was contacting the Revdex.com and they never wrote me back. They also declined to resolve my issue when I opened the support ticket. I did not seek help from the Revdex.com until this company told me multiple times they wouldn't help me. I have the e-mails to prove it.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 [redacted] 17 regarding the status of your character.Thank you for your 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. Thank you very much for your assistance.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
Chancellor Knuckles sent me...

the bellow email asking me to "delete my companion, reply to his ticket, and that he would send a replacement (companion) to a character (Voleena) of my choice".I had done everything as asked shortly after his email because I was anxious to resolve this, but had not received the replacement companion as of [redacted] 1st, 2016 11:30pm CST. However, PWE was able to reply to this Revdex.com case about the following email as though the issue was already resolved? I'm still awaiting my companion to be delivered, and do not believe this case should be closed out until that companion is properly delivered as it was purchased to be.
[redacted] here is the email below [redacted]
Hello,
 
 Unfortunately, you will need to contact Steam support in order to receive a refund for your purchase taken from your Steam Wallet, as they are the merchant of record for those transactions. I have consulted with my manager, and they have agreed to offer a replacement companion as a one-time exception. Please delete the companion, reply to this ticket, and I will send a replacement to a character of your choice. Thank you for your patience as I resolve your issue.
 
Regards,
Chancellor Knuckles
Specialist Game Master
Perfect World Entertainment
 
[redacted]
I am trying to be fair about this, and only want the product I purchased. If PWE is unwilling to deliver the companion, then I will have to seek out a proper refund of 50 dollars from the zen that was purchased. Sincerely,Brandon Brophy

Complaint: [redacted]I am...

rejecting this response because:
I replied to my ticket as requested and unfortunately there is a representative called GM DragonAsh who is negatively replying to my PWE ticket: [redacted]
It seems with this representative overseeing the case I am getting a direct refusal to receive assistance with getting a record of my expenditures with the company to date.
As I was directed to post on that ticket I would like to request a representative that could help me attain this information a
Sincerely, 
[redacted]
International Tier 3 Computer Technician

Initial Business Response /* (1000, 5, 2015/09/11) */
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 transfer any characters, gear, or resources to another account.
We apologize for any inconvenience this may cause and thank you for your understanding in this matter.
Perfect World Support

Hello,Thank you for the opportunity to respond to your issue. While we understand your frustration on this issue, we may at our option discontinue the service and/or terminate an account. Please be aware that we retain the sole discretion as to when and how to impose warnings and closures. We suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Interruption of Service and Disclaimer of Warranties.[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. 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, in reviewing this case it appears that the description you provided was copied from a prior, unrelated Revdex.com case (#XXXXXXXX).
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Dispute Specialist,
I would ask that my account be reinstated, and I continue to play the game as the loyal customer I have proven over the time. I feel that I will be a great source of revenue for them as long as I am granted the ability to play once again.
Best Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/07/15) */
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.
I have performed a final review of the account and agree with the decision to close/ban the account as evidence of botting and/or exploitation was exceptionally strong in this case. Please note that due to the aforementioned violations of our Terms of Service, and because a final review of this account has now been performed, we will be unable to assist with the unbanning of this account moving forward.
Thanks for understanding.
Regards,
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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 had my account stolen, and this company refuses to help me recover my account. They only ban me, and walk away as though I am nothing, after I invested plenty of time and money into this game.
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,
[redacted]

Complaint:...

[redacted]I am rejecting this response because:
Once again, another vague automated response with no detail or examples.It really shows how much Perfect World cares about the community.If Perfect World had thoroughly reviewed the account, I would have my account back and an apology.You do not have my thanks for my understanding in this matter because how can you justifylocking my account that I have spent money and promoting this advertised free to play 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 was sent to you on JULY 7 regarding the Battle of Immortals - Spend Promotion Rewards.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because: telling me that my feedback and concerns are being forwarded to the Devs is in no way compensation for the faulty product that was sold to me!Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/06/24) */
Hello,
Thank you for the opportunity to respond to your issue. You can submit a support ticket to us by logging into your account at http://support.arcgames.com/, clicking on Games, followed by STO, and then the Support Center. We reviewed...

your account and have corrected an issue which may have caused an infinite redirect error on our site when you attempted to log in so we ask that you try again. If you are unable to log into our site in the future you can still submit a ticket to us by clicking on the "Can't log in?" prompt and follow the remaining on-screen instructions.
For billing related issues you can also reach us by phone and the contact number should be listed at the bottom of the transaction confirmation email that you receive when making a purchase from our website.
We appreciate your understanding and apologize for any frustration caused.
Perfect World Support

Hello,Thank you for your follow-up message. We fully understand your concerns, however, 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, 2015/12/04) */
Hello,
Thank you for the opportunity to respond to your issue. The account was found to have purchased Astral Diamonds from a third-party site which is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms). The...

suspension for the first offense should have lasted for three days starting on November 12, however, due to a system error it appears that it ended early since we see successful logins to the game during that time. The suspension for the second offense, seven days, was applied on November 20 and ended on November 27. Since it ended we see that you have been able to log in and continue playing. Please note that future violations may lead to further disciplinary action, up to and including a permanent ban from Neverwinter.
The security of your account is put at risk when using these third-party sites and in some cases, the Astral Diamonds that are sold by them are obtained by compromising someone else's account or fraudulently using someone else's credit card.
We will not be able to provide any compensation for lost game time due to the suspension and we appreciate your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can't admit they made a mistake I wasn't able
To log in during the first suspension but they gave me
A second suspension anyway. And what third party did I buy from the ad I got was from a friend glad u guys are
Suspending people for having friends please continue this dispute I would like all the time I lost back
Final Consumer Response /* (3000, 13, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How about showing proof I have proof your lying ....
Final Business Response /* (4000, 15, 2015/12/16) */
Hello,
Thank you for your follow-up message. As we stated previously, a thorough review of the account was performed and was suspended due to the purchase of Astral Diamonds from a third-party site. Because of a system error one of the suspensions was lifted early and successful logins to the game were found. We will not be able to provide any compensation for the second suspension.
Thank you once again for your understanding in this matter.
Perfect World Support

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 due to botting.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, 2015/08/21) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed this issue and determined that the Black Ice Shaping tasks used to upgrade the armor is working properly. Any enchantments that are equipped to the base item will...

not be returned when the task completes. Unfortunately we will not be able to restore or replace the two enchantments that you mentioned and we apologize for any inconvenience this may cause.
We appreciate your feedback regarding the inclusion of a warning popup when starting a task and we'll pass [redacted] along to the development team for their consideration. Thank you for your understanding and for playing Neverwinter!
Perfect World Support

Initial Business Response /* (1000, 6, 2015/10/07) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed the account and found evidence that it was shared between multiple players. Account sharing is a violation of our Terms of Service...

(http://www.arcgames.com/en/about/terms) and due to this the account has been banned.
We apologize for any inconvenience this may cause and thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You accused me of selling my account, not sharing it with someone, I did not sell it, and as I said in previous message at my work place I use a VPN which changes my IP address, one day it may look like I am in ** or [redacted], or [redacted], or [redacted] or [redacted], I have not shared my account, I refuse to get banned as I have done nothing wrong, I have spent hundreds of dollars in zen shop, probably more than 1 thousand US dollars, this is outrageous and I demand that you review my ban, as I have done nothing of the sort, if this is how you treat loyal customers, you can be sure that I will spread word of your your dishonest business practices to the media, I am shocked that Perfect World would treat a loyal and innocent customer as they are treating me now .
Final Business Response /* (4000, 10, 2015/10/13) */
Hello,
Thank you for your follow-up message. We have performed a final review of the account and determined that because of the violation to our Terms of Service it will remain closed. Again, we apologize for any inconvenience this may cause and appreciate your understanding in this matter.
Perfect World Support

Initial Business Response /* (1000, 5, 2016/02/05) */
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 February 5 regarding the status of your account.
Thank you for your...

understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2016/02/05) */
PWE updated their ToS last friday stating that those caught buying AD will be permanently banned. however, I was permanently banned before they updated their ToS so this is illegal and they cannot do that. I suggest that you request the date and time of my ban, and also the date and time of my alleged 'breaking the rules' they DO NOT MATCH UP. they're in clear violation here.
Final Business Response /* (4000, 11, 2016/02/16) */
Hello,
Thank you for the opportunity to respond to your issue. Your account was permanently banned from playing Neverwinter on the Xbox One due to purchasing Astral Diamonds from a third-party site. We have performed a final review of the account and determined that it will not be unbanned.
We apologize for any inconvenience this may cause 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. Please continue to check the ticket for additional feedback on connectivity issues.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/10/22) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed your account and it does not appear that it was accessed by an unauthorized user, but we did find evidence that it had been shared between multiple parties....

Please keep in mind that sharing an account is against our Terms of Service (http://www.arcgames.com/en/about/terms). At this time the ban on the account has been lifted and you should be able to log in again. We strongly recommend that you do not share your login information with anyone else, including close friends and family members. Unfortunately we will not be able to offer a character rollback as you requested.
Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account is still banned and I can't login. Handle is @[redacted]
You cant find any evidence but my account plus email was hacked but everything from my account was stripped off? Isn't that enough of the evidence? Plus you found that other IP had access to my account, I don't understand you? You know that I was your loyal customer for almost 2 years and report everything exploit/bug to GMs and this is how you pay it back. Lift the ban of the account, don't lie.
Final Business Response /* (4000, 10, 2015/11/02) */
Hello,
Thank you for your follow-up message. We took a look at the account and can confirm the ban was lifted. Additionally we see recent game logins so if you are still having issues getting back into the game please let us know and we'll investigate further.
We apologize for any frustration that may have been caused by this issue, however, when we investigated the account for possible unauthorized access, what we found indicated that it was shared rather than compromised. Because of this we will not be able to offer a character rollback.
Thank you for your understanding and for playing Neverwinter.
Perfect World Support
Final Consumer Response /* (4200, 14, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their "resolution" because none was offered. I specifically told the company that my email was hacked as well therefore why it doesn't have unauthorized access. They can see that I had to change email to access the account. I told them about hacker and told them to check IP but they didn't care. So I still demand roll back that I deserve.