Perfect World Entertainment

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] so if there not willing to give a refund then some sort of compensation should be fare I mean think about it from my side I invest $ [redacted] over the course of years took a year off for work come back to the game hacked to hell and BOI let it happen for year before they banned players, now theres nothing left of the game theres no players this just stinks as a player donor I get shaftedI feel at least some kind of compensation is in order

Hello,Thank you for your follmessageThe 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

Initial Business Response / [redacted] (1000, 6, 2015/07/24) */ Hello, Thank you for the opportunity to respond to your issueWe are sorry for any miscommunication or misunderstanding in addressing your issue through the support ticketYour feedback is greatly appreciated and we will make sure to pass [redacted] along to our entire team to help prevent this from happening in the future After reviewing your account we can confirm that the Zen you paid for was successfully credited to your in-game balance each time that you made a transaction, and it was then used to either acquire items from the Zen Market or Astral Diamonds through the exchangeWe apologize for any frustration caused by this issue, however, we will not be able to replace any items which may have been lost from your character's mailbox or reimburse Zen used to obtain the Astral Diamonds Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Zen you are talking about was purchased with astral diamonds that were given to me by friends in the gameThat is not the Zen that I originally purchasedHence you see the Astraal diamonds being converted into Zen I could not wait for your slow response and one-liners at that on a once every our communication tableSo friends that I made in the game gave me those diamonds and showed me how to convert them into ZenThat does not alleviate your obligation to pay me the original zen that was purchased from your siteNice try thoughCredit me the Zen or I'm demanding a refund from MicrosoftIt's simply that simple your choice Final Business Response / [redacted] (4000, 10, 2015/07/29) */ Hello, Thank you for your follmessageIn reviewing your account we found that there were several transactions for Zen through the Xbox Marketplace and each of these purchases resulted in a successful credit of Zen to your in-game balanceZen acquired through the Astral Diamond Exchange is not directly purchased from us, rather, you are obtaining an amount of Zen at the current in-game exchange rate of Zen-Astral Diamonds as determined by the player-driven economyAgain, we will not be able to replace any items which may have been lost from your character's mailbox or reimburse Zen Thank you for your understanding Perfect World Support Final Consumer Response / [redacted] (4200, 14, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Listen, you can repeat the same thing over and over, it does not and will not change the truthThe fact you state I got credits, goes directly against what your own in game masters state on the CS website, stating the see NO gear in the first place, so why would you "give credit" for something you do not see and then lie to the customer? Or failing to tell the customer they have been credited is business? Again, this is a serious issue and you need to be held accountableReimburse the Zen in which was purchased or I will be forced to have my CC negate all charges to your game, due to Fraud(Failing to produce goods purchased)There is NO debate, no this or thatThat is your optionBy doing the right thing, I will continue to be a good paying customerIf not, you lose me and a few others and I will at least get my money back in the endYour choiceHave a good day

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Hello, Thank you for the opportunity to respond to your issueWe have reviewed the account you referenced and we did not find any record of deleted or missing charactersPlease note that after the recent PWI server merge there are arrows located on the left side of the character selection screenYou can use these arrows to scroll up and down to locate any characters who don't immediately appear on-screen Please double check that you are logging into the correct account when looking for the character " [redacted] "Even though some of the PWI servers were merged together, characters on different accounts were not so you will still need to log into the individual account if you want to play certain characters We apologize for any confusion and thank you for playing PWI! Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have more than double checkedI have played this game for nearly five years I know which account has the character that should be thereAs stated, all of them(my characters) were gone I am aware of the very first character I ever made which was a psychic named [redacted] on the raging tide server which just so happened to merge with dreamweaver server(the server in which my ASSASSIN- [redacted] was wiped from.) He is on a completely different account and I am clearly not referring to himWhich reminds me that the purchase history on that account that I was NOT referring to in this case, was wiped by the time I tried to access it I've been referring to the mercyslumbers account this entire time and yet to have anything resolvedAs I said, I've played for quite a while and enjoyed the game but if the characters you've worked [redacted] for years and money you've spent on them all just vanishes, what reason is there to play when all progress is destroyed by a fluke of the system? -Or whatever you have to tell yourselves and the eyes watching you Everyone knows Perfect World is an extremely buggy game but to this extent? You should alert people to this issue if you cannot resolve such a matter but simply look to convince someone that they would delete their most prized character or that through their ignorance somehow, allowed another to do so You can clearly see that I've spent a good sum on the account(as well as the other) yet I have nothing to show for it on EITHER of my accounts in-gameSo whether you can or cannot actually see that my account was wiped of it's characters my items are still gone and that is undeniableI don't believe I'm asking for muchI mean instead of pointing fingers at all of us(the players) every-time it's alright to accept fault and do something right for a change I apologize for any confusion or uncertainty regarding what I have stated time after timeThank you for your "Understanding" Final Business Response / [redacted] (4000, 9, 2015/08/17) */ Hello, Thank you for your follmessageYour issue was escalated to a Customer Support supervisor who contacted you through your support ticketPer that discussion this issue should now be resolvedIf you have further questions or concerns please feel free to update your ticket Thanks for playing PWI! Perfect World Support Final Consumer Response / [redacted] (2000, 11, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm not happy with how my best and most importantly, favorite, character disappeared but I believe PWI did well in helping to resolve the issue and credited my account with in-game gold near what I paid for I appreciate your time and effort everyone

Complaint: [redacted] I am rejecting this response because: Again, this business deflects and does not address my concernTo 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 $to them because it's a digital product that cost them $to produceThe facts of the case have not changed, yet they continue to ignore themI started playing this game around SeptemberI created characters during the first days and I have proof of thisWhen 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 itThey can easily tell how long my characters have been in their system and compare it to the purchase date which was over two months laterIt disgusts me that they would flat out lie to the Revdex.com regarding the circumstances of this case like its nothingIt shows a lot about how much they value their customers Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/07/24) */ Hello, Thank you for the opportunity to respond to your issueWe 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 remainIf 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 / [redacted] (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 suspendedI'm not sure I understand the reasoning behind the suspensionsWhen first suspendedI was automatically bannedthere was no option to dispute or provide evidence to the contraryI feel like I've been cheated of an opportunity to provide materials that would show my innocence in the investigations on the accountAny 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 issueI 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 / [redacted] (4000, 12, 2015/08/03) */ Hello, Thank you for your follmessageAs we stated previously we reviewed the account along with the investigation that was performed back in which led to the banBased on our findings we will not unban the accountIf 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 / [redacted] (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 othersdespite 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,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on JUNE regarding your Perfect World suspension.Thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with usPlease continue to check the ticket for updates regarding your account status.Thank you for your understanding.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Hello, Thank you for the opportunity to respond to your issueWhen 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 termsWe have performed a final review of the account in question and there is evidence that the login information was shared with another partyThe determination has been made that the permanent ban will remainAdditionally, we will not be able to refund the transactions that you requested We apologize for any inconvenience this may cause and thank you for your understanding in this matter Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information was shared once in the past but your company waved it with a warning, and this time the account was breached through a security issue, not willingly given out, and I have evidence of somebody else giving away my personal information without my knowledge to another party, which you guys refuse to listen toThis is unacceptable for a company to provide such lackluster customer care, and it does not even cost you anything to just unban my account, whereas I lose thousands of USD from a hackI will go directly to my bank and take legal action to get my investment back if you are not going to willingly comply to my request Final Business Response / [redacted] (4000, 9, 2015/08/19) */ Hello, Thank you for your follmessageAfter our investigation it is our belief that the account was shared with multiple parties again which is a violation of our Terms of ServiceWe do apologize for any frustration and inconvenience this issue has caused, however, the ban on the account will not be liftedAdditionally, we will not be able to refund purchases that were made on the account Thank you for your understanding Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hello, Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply about this issue was sent to you on February regarding the status of your account Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Account was restoredThanks for taking the time to respond

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on JULY regarding the Battle of Immortals - Spend Promotion Rewards.Thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply was sent to you on OCT 27.Thank you for your understanding.Perfect World Support

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]

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hello, Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply about this issue was sent to you on February regarding the status of your account Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/05) */ PWE updated their ToS last friday stating that those caught buying AD will be permanently bannedhowever, I was permanently banned before they updated their ToS so this is illegal and they cannot do thati 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 UPthey're in clear violation here Final Business Response / [redacted] (4000, 11, 2016/02/16) */ Hello, Thank you for the opportunity to respond to your issueYour account was permanently banned from playing Neverwinter on the Xbox One due to purchasing Astral Diamonds from a third-party siteWe 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

Complaint: [redacted] I am rejecting this response because: This company has had months to fix the issue with the item in question and I would like some form of compensation for the money that was wasted on these defective ships!Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Hello, Thank you for the opportunity to respond to your issuePlease 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 remainPlease understand that this ban only applies to the forums and you should still be able to log in and play the gameAdditionally, 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 seriouslyThis includes player harassment and potential employee misconduct, and we will investigate what you have reported to the best of our abilityPlease 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 ticketPlease include as much information as possible when making the report and we will investigate as thoroughly as possibleAgain, 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 / [redacted] (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 agendasLegalism 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 themWhat is being offered here is a justification for a ruling which has nothing to do with the reason being suppliedThe 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 banThe 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 assistanceMy 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 wasteIf 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 occurredThis product is a community-based social productLack 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 abusersAs 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 mediaA 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 warningI agree to review the TOS and refrain from engaging in controversial and possible EULA violating discussionsI 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 pastThe 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 customersI am sorry to say that remain disappointed and do not find the response satisfactory given the level of unprofessional behavior exhibitedI 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 / [redacted] (4000, 9, 2015/11/11) */ Hello, Thank you for your follmessageWe understand that you may disagree with the forum ban and this issue was escalated to a manager on the Community team for a final reviewIt was their determination that the forum ban will remain on the account and we again apologize for any inconvenience this may causeThis 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

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Hello, Thank you for the opportunity to respond to your issueWe can confirm that the 24-hour suspension ended on September and our records indicate you have been able to log in and play the game since thenThe character's name was changed as it was found to be in violation of our Terms of ServiceThe 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 bugsAdditionally, 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 / [redacted] (1000, 5, 2016/02/10) */ Hello, Thank you for the opportunity to respond to your issueWe understand your frustration with this situation, however, because the promotion has ended we will not be able to grant the items or a new codeWe appreciate your feedback regarding the messaging that was included with the promo email you received and it has been forwarded to the appropriate team A response to your support ticket was sent to you on February with an update regarding this issueIf you have any further questions or concerns please let us know in the ticket Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Hello, Thank you for the opportunity to respond to your issueWhen 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 termsWe have performed a final review of the account in question and there is evidence that the login information was shared with another partyThe determination has been made that the permanent ban will remainAdditionally, we will not be able to provide a full refund and compensation for time spent We apologize for any inconvenience this may cause and thank you for your understanding in this matter Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I was not notified of the ban or even warnedThere are methods to about banning someonYou dont just swiftly ban someone for a minor violation without notifyingIts outrageous that a longtime customer isnt even valued or even given a second chanceSo please unban my account and stop replying with standard templated responsesTerrible customer service with no reasoningI will keep fighting this until it is resolved so please give me a second chance and unban my accountPut my account on high alert but I promise you if my account is unbanned I will be very grateful and promise to never violate the t & c againI beg of you to understand my point of view Final Business Response / [redacted] (4000, 9, 2015/09/21) */ Hello, Thank you for your follmessageAs we stated previously a final review was performed on the account and the ban will remainWe are sorry for any inconvenience this may cause, however, account sharing is a violation of our Terms of Service, which you agreed to when signing up for an account with us Thank you for your understanding Perfect World Support Final Consumer Response / [redacted] (4200, 11, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well this is outrageousBan the whole pwi community then because they all account shareNothings getting resolved here so im gonna have to take it to courtCant believe the way we all get treatedShame

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Hello, Thank you for the opportunity to respond to your issueWe take all reports of player misconduct and violations to our Terms of Service seriously and investigate each claim as thoroughly as we canPlease 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 exploitWe 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 requestedThank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (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 aloneThere were at least ten other players who have submitted far more tickets than I did and nothing got resolved for almost a yearThe slow response on your end to do anything is in direct violation of your own companies mission statementNot only that, but you have failed to provide any updates to the game in well over a year Final Business Response / [redacted] (4000, 9, 2015/12/16) */ Hello, Thank you for your follmessageWe 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 everyoneRest 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