Perfect World Entertainment

Initial Business Response /* (1000, 5, 2015/11/04) */
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 will last for three (3) days after which point you should be 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.
Please note that the support team has not communicated that any items will be removed from characters at any point in your support ticket. Additionally suspensions of this nature are not done automatically and are reviewed by support staff prior to taking place.
We reviewed your account and can confirm that VIP status was purchased in September using Zen that was bought from the Xbox Marketplace and it appears that you received all of the benefits of VIP for the 30-day duration. An additional 30 days of VIP time was purchased at the beginning of October, however, the Zen that was used was obtained from the Astral Diamond Exchange. Unfortunately we are not able to provide a refund as you have requested and apologize for any inconvenience this may cause.
Thank you for your understanding in this matter.
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.

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

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]

Initial Business Response /* (1000, 6, 2015/08/04) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed the account and can confirm that the ban has been lifted at this time per your support ticket. Please keep in mind that this is a one-time goodwill gesture and...

any future violation of our Terms of Service (http://www.arcgames.com/en/about/terms) can result in further action on the account, up to and including permanent account closure.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said I got banished for using a VPN (its like a firewall which hides the true IP and improve my internet connection) - nothing related to game weakness or any exploit.
I'm wondering too where was said in your ToS (Terms of Service agreement) that it's forbidden.
I know thousand of players who use that and nobody knows anyone who was banned because that.
I'm really thankful about being unbanned but I feel injured because the Neverwinter servers are really bad for Brazilians and lag a lot.
We are not able to play without a VPN or Proxy - IT lags a lot for us due Neverwinter server limitations and problems.
I'm not saying I'll use it again but you must understand that I wont be able to play without it.
You're the first MMORPG which would forbid something like that. It's far from being illegal anyhwere.
So you can forbid me but doing that you're making me impossible to play this game and continue donating like I ever did.
Why nobody ever got banished because that?
am I an exception? Is it a new rule?
Things arent clearly.

Final Business Response /* (4000, 11, 2015/08/07) */
Hello,
Thank you for your follow-up message. We apologize for any connection issues that you may experience when playing our games. Our engineering and network teams are constantly working to improve the servers to make sure that as many players as possible have a smooth gameplay experience.
Please note that due to privacy concerns we cannot discuss any action that may have been taken on other accounts. If you have further questions feel free to update your support ticket.
Perfect World Support
Final Consumer Response /* (2000, 14, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had a generic answer but I wont keep my position.
It's ok. We can close the case.

Hello,Thank you for the opportunity to respond to your issue.Unfortunately, for balancing purposes, we no longer offer any compensation for War Avatar Cards or a specific set of cards. But you can re-acquire additional cards via the Boutique Shop chance packs or various PWI promotions. Typically,...

these promotions will offer War Avatar Cards through commonplace activities such as spending ZEN or logging into the game. More promo information can be found in the link below.http://www.arcgames.com/en/games/pwi/newsPerfect 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 JUNE 23 regarding your Perfect World suspension.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2016/03/29) */ Hello, Thank you for the opportunity to respond to your issue. Unfortunately, we were not able to identify the account you are referring to. Additionally, we could not find any support ticket about this issue based on the contact email address...

provided in this case. Please submit a ticket by visiting https://support.arcgames.com/ and include as many details as possible so we can review this further at. Keep in mind that if you are playing Neverwinter on the Xbox One we ask that you link your Xbox Gamertag to your Arc account by following the instructions at: [redacted] Perfect World Support Initial Consumer Rebuttal /* (3000, 7, 2016/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here you are, please. Ticket reference numbers are XXXXXX-XXXXXX and XXXXXX-XXXXXX. Contacting support didn't help, mr. [redacted] incompetent and can't understand that it's the server issue. Final Business Response /* (4000, 9, 2016/03/31) */ Hello, Thank you for your follow-up message. We can confirm that you have submitted several support tickets about the connectivity issue. This includes the TicketIDs: XXXXXX-XXXXXX and XXXXXX-XXXXXX. Please be aware that these reports are reviewed by the Tech Support 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 bugs, specifically with the Demogorgon Dungeon. http://www.[redacted]/index http://www.[redacted]/nwru Perfect World Support Final Consumer Response /* (4200, 11, 2016/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) How much time do you need to fix the stability issues and the bug? I can wait few weeks.

Complaint: 11891805I am rejecting this response because:
   As I have already stated multiple times. The add was MISLEADING. I claimed all the lower tiers because it was set up in a way that would make one believe that is what they had to do. We are talking about an item that costs $** right now. $**. Take a look at my account and see how much money I have spent in support of this game and then tell me how smart of a move it is to maintain this hard-line stance and lose out on all future revenue from me. Over a $** item. And to top it off this all came about by a deceptive and misleading claim system that may very well have been designed like that to fool people into spending more money to get the reward for tier 5. If we could claim any tier at any time, why even have a tier system? Why not simply list the available bonus' and the amount of CP required to obtain them? Perfect World designed a flawed and confusing claiming system and after they have their money, they refuse to accept that it is possible customer could be confused about it and make the situation right. Also saying its impossible to refund my money and remover the items I purchased from my account really seems like a blatant lie. I find it difficult to believe that is impossible. If they refuse to make this situation right and simple give me the advertised ship for spending $[redacted] then  this is pointless and I would like to know how to escalate this complaint to the next level. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
Hello,
Thank you for the opportunity to respond to your issue. We can confirm that you submitted a support ticket about this issue on September 8 and we responded to it less than 24 hours later. Please check your inbox for your reply and get...

back to us with the information requested. If you cannot find it in your email inbox we suggest that you check and spam or junk mail folder you have.
Thanks for your patience.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I clearly did send Perfect world entertainment a verification email with every information that was needed!! Hey from what I know and my guess is what you know is that I am not the original owner of this account!!
One of my really good friend of my who gave the account to me!! I know account sharing is banable and it'snot allowed to do so!! I can Show proof of the latest IP that's been registerd on the account for months now!
[redacted] That's my IP from [redacted]!
I can show you recent purchases from my skrill account and verify myslef from there!!
Skrill is!! Fully name: [redacted] Chinoros [redacted])My personal number is: XXXX-XXXX-XXXX!
I got a Australian IP registered not so long ago on arc!!
I hope this help you guys out a b! I don't care what you do to the account.. but pls!! Either bann in permanently or take it from him.
Cause it really hurts to see someone else playing on my account/ my friends account!
Anything else you guys need email again!! IF you really need his verification I can try and get a hold of him wich will take quiet a while!
that was my exact response to that email I got from them!!
Final Business Response /* (4000, 9, 2015/09/29) */
Hello,
Thank you for your follow-up message. After thoroughly reviewing the account we found evidence that you allowed another user access to the account and that person then took control of it. Additionally, you previously stated that the original owner of the account shared it with you. Because of these Terms of Service violations we have made the determination that the account will be permanently banned.
We appreciate your understanding in this matter.
Perfect World Support
Final Consumer Response /* (2000, 11, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank you so much for that!! I know I broke the conditions and ofc I understand!!

Initial Business Response /* (1000, 5, 2015/10/22) */
Hello,
Thank you for the opportunity to respond to your issue. Please understand that decisions regarding the forums, including infractions, privilege restrictions, and bans, are under the purview of the Community team, not Customer Support....

We have asked the Community Manager for Star Trek Online to review the ban and we have been informed that due to a statement regarding modifying the game using third-party software the ban will remain. Please understand that this ban only applies to the forums and you should still be able to log in and play the game. Additionally, keep in mind that modding the game using third-party software is against our Terms of Service (http://www.arcgames.com/en/about/terms).
We take all reported violations seriously. This includes player harassment and potential employee misconduct, and we will investigate what you have reported to the best of our ability. Please note that due to privacy concerns we cannot discuss what our investigation entails or any action that may be taken.
If you witness violations to our Terms of Service while playing the game we encourage you to submit a ticket. Please include as much information as possible when making the report and we will investigate as thoroughly as possible. Again, we won't be able to discuss the investigation or any resulting actions.
Thank you for your understanding and for playing STO!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an extremely legalistic interpretation of policy and I believe that if you look beyond stated policy, you will find that I made a harmless comment which in no way directly referred to any third policy software.
The problem you have in the community and in moderation comes with abusive behavior which conforms (narrowly) to the letter of the law and which involves the selective enforcement of rules to promote ulterior agendas. Legalism is not what I look for when dealing with a business and it does not change that the moderator in question posted private correspondence from a customer on her Twitter account as a point of shaming them. What is being offered here is a justification for a ruling which has nothing to do with the reason being supplied. The community moderator publicly specified on Twitter that the private communication -- in which I expressed frustration with tolerance for abuse in the user community -- as being the reason she would not reconsider my ban. The alleged TOS violation and severity of its enforcement are being used against me due to umbrage the moderator took at a private complaint and request for assistance. My trust has been violated by this employee's handling of the entire affair.
It should not be difficult now that the name of my account has been looked up to confirm that I have spent a not inconsiderable sum on this company's products, probably more than the vast majority of their customers and if that comes with a certain sense of entitlement, I apologize but think that sense of entitlement is warranted; I am a major paying customer being subjected to a free product level of service and, frankly, the money I spent was a huge chunk of my personal income, so I am especially invested in seeing this matter resolved diplomatically so that I can view that money spent as something other than a colossal waste. If I can't get an independent review on this matter, I can't in good faith look past the breach of customer trust that has occurred. This product is a community-based social product. Lack of forum access represents a second class level of service and inability to participate fully in the products and services this company offers, including promotions and contests.
Even a casual review shows disproportionate and highly biased enforcement of policies with no chance for independent review, which is troublesome given the favoritism shown towards known abusers. As long as my forum account remains suspended and this community representative remains assigned to the game, this matter has NOT been resolved to my satisfaction.
As a middle ground from my previous request, I would be satisfied if one of the following two conditions are met:
1) The community representative in question is examined for the preferential treatment she shows towards some abusive customers in social media. A reprimand is issued and the community representative is reassigned away from this particular community, which she has become ingrained in the personal politics of and which, I reiterate, she displayed unprofessional attitudes toward by airing private customer correspondences as a point of ridicule. (I recognize this is unlikely.)
AND/OR
2) My posting access is restored with an appropriate warning. I agree to review the TOS and refrain from engaging in controversial and possible EULA violating discussions. I receive assurances that private correspondences will not be made public and I receive contact information for an alternative company contact to address future concerns to.
Fulfilling either or both of these requests represents a considerable step down from the proposed remedies in my initial complaint and I offer these two proposals in the spirit of cooperation and as someone who has been an exceptionally loyal and engaged customer in the past. The second option is more likely although I could tolerate the decision to revoke my forum access standing if the first option is exercised, the breach in customer trust is addressed, and I had a new community representative who was not engaged in the community's politics to seek a review with.
I realize I am being a bit verbose and forceful with my complaint but I remain shocked and frustrated with what I see as a moral breech of customer service, shoddy decision making, and legalism being used to support agendas which show favoritism towards disruptive customers over highly engaged, paying customers. I am sorry to say that remain disappointed and do not find the response satisfactory given the level of unprofessional behavior exhibited. I can't justify financially supporting a company or product that can't manage one of the two remedies I have outlined and feel that, based on advice I have received, what I propose is not only more than fair but probably a bit kind, however forcefully worded my complaint may seem.
Final Business Response /* (4000, 9, 2015/11/11) */
Hello,
Thank you for your follow-up message. We understand that you may disagree with the forum ban and this issue was escalated to a manager on the Community team for a final review. It was their determination that the forum ban will remain on the account and we again apologize for any inconvenience this may cause. This ban only applies to the forums and should not affect your ability to log into the game.
We will investigate the employee misconduct that you reported, however, we cannot discuss the investigation or its outcome due to privacy concerns.
Thank you for your understanding in this matter.
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, Brandon Brophy

Complaint: [redacted]I am rejecting this response because it's not just account termination we are talking about, you are also deleting all of my characters, ships, and special in-game items that I have acquired.  It took over 200 hours' worth of time to acquire some of these items.  Other special in-game items were only available to me because I purchased a physical copy of your collector's edition game.  Other special in-game items were acquired because I played at specific times when they were available.  And you want to delete it all.
Why can't we terminate the existing account and create a completely new account with a new username / email and new password that is completely unrelated to the previous account and transfer the characters, ships, and other items to the new account?  
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
Hello,
Thank you for the opportunity to respond to your issue. We have performed a final review of the account and 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 Arc 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.
Additionally, it appears that the account was shared with multiple users which is also a violation of our Terms of Service. Finally, just prior to the ban, we noted activity on the account from a region that we have prohibited logins from. We are obligated to block regions which have their own localization of certain games and some regions are also blocked for administrative reasons.
We have determined that the ban on the account will remain and we apologize for any inconvenience this may cause. Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the response I received from Perfect World, the first response in October, Perfect World Said everythign was fine, and they would give me my account back once I reset my password. When I tried to reset the password, they gave me some [redacted] reason and let the account remain locked.
I filed another ticket again, in November, and I got the same response. When I tried to recover my account a few weeks ago, the account was still under possession by Perfect World. For whole year, the account was under their control, and when I try to get it back from them, they made up the [redacted] reason that the account was used for botting?
If it was ever used for botting, then it was used by Perfect World Employee because during the entire period, I had no access to this account. Please show us the proof on your claim, otherwise we know you are make things up.
I am a international consultant, so I travel around the world a lot. Does that mean a US citizen cannot play Neverwinter when he is out of the country? If that`s the reason, please tell us before we spend money on this crappy game.
I am insulted by your response. And I will continue this fight and depose your shady practice to everyone.
Final Business Response /* (4000, 9, 2015/10/07) */
Hello,
Thank you for your follow-up message. A final review of the account and all evidence which led to the ban has been performed and we have determined that the account will remain closed. Again, 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. It appears that your subscription was active. However, we have ended your subscription effective today. Please do not worry. We assure that you will no longer be billed. We apologize for the inconvenience.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] regarding the Neverwinter suspension.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/08/17) */
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 Arc 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.
At this time the ban has been lifted, however, please be aware that future violations can lead to further action on the account, up to and including permanent account closure. Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, because my ban has been lifted. However, I want to emphasize that I have never used a bot or botting program to automate gameplay.
Thank you very much to Revdex.com for helping me and thank you to Perfect World Support for lifting the ban.

Complaint: [redacted]I am rejecting this response because:  The issue was not resolved.Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because: Again, this business deflects and does not address my concern. To the Revdex.com rep who is reviewing this case, can you believe they are making such a fuss over $5? What does that say about them as a company? It's actually not even $5 to them because it's a digital product that cost them $0 to produce. The facts of the case have not changed, yet they continue to ignore them. I started playing this game around September. I created 3 characters during the first 30 days and I have proof of this. When I wanted to create a 4th character, I purchased the currency but was never awarded the character slot that I was promised at the point of purchase.  It's hilarious that they respond by saying "we've checked your account and can see you received a 3rd character slot for that purchase." That is a flat out lie and they know it. They can easily tell how long my 3 characters have been in their system and compare it to the purchase date which was over two months later. It disgusts me that they would flat out lie to the Revdex.com regarding the circumstances of this case like its nothing. It shows a lot about how much they value their customers.
Sincerely,[redacted]

Hello, Thank you for the opportunity to respond to your issue. Your support ticket(s) have been forwarded to PWI Management for review. If you have any additional questions or concerns, please update your ticket and we will assist you there.Thank you for your understanding.