Perfect World Entertainment

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.

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]

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello,
Thank you for the opportunity to respond to your issue. The account in question was permanently banned due to knowledge of and/or direct use of an item duplication exploit in Battle of the Immortals. We have performed a final review of...

the account and the ban will remain. Additionally, we will not be able to provide a refund as you have requested.
Thank you for your understanding in this matter.
Perfect World Support

Complaint: [redacted]I am rejecting this response because: Their claims are frankly wrong, and I rightfully earned these. 
They do not respect my concerns.
This is not a balancing issue, nor is it unfair to the community! This does not provide me with any "full set," and I have rightfully E earned these cards!!! I still would NOT have a complete set, and this would still Ben difficult to obtain. I completely understand the companies concern, but I have the right to the cards that disappeared. I do not blame anyone for their disappearance, because it is most likely a glitch in the game. However, the only remedy is to replicate these cards. 
Again, I reiterate, I fully understand the company's concerns. Had it not been for these cards vanishing, I still would not have the sufficient cards to compete the set. As for balancing, Thisbe is not a concern because I would have these cards if it wasn't for This glitch! 
I know your hesitations, PWE, and as a loyal player of your game, I have thoroughly enjoyed playing with you all. However, such a glitch like this should not turn into an unintended punishment! I don't blame you guys at all, but to lose something's I have earned through viable, fair gameplay is simply immoral and unfair. 
I also have never had to replace an item in the past, so you know that I am not trying to "get an edge." Also, keep in mind that I do not even participate on a competitive basis with the afflicted character, [redacted]. Yes, I do TW and cTW, but even these are rare for me. I am not trying to find a loophole or anything, my friends. I just beg that you remedy such a terrible, unintended situation.
This situation can also be used to prevent this from happening in the future! If someone gives you the proof, as I have done, there is no reason to punish the responsible player!
Humbly asking for the remedy,
[redacted]

Complaint: [redacted]I am rejecting this response because:
It's false claims. and it's the 2nd account they have taken from me with this same reason. they refuse to listen to any reason.  it's a good game but it's run by mns, I would not recommend anyone play this game.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for the opportunity to respond to your issue. Sharing an account between multiple parties is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms). We review each of these cases on an individual basis...

and cannot comment on any action that may have been taken on other accounts due to privacy concerns. In this case, we have reviewed the account and the support tickets you submitted about this issue and made the determination that the ban will remain. We apologize for any inconvenience this may cause and appreciate your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I do not accept my account to stay banned since the reasons that had been brought against me are made up by other users that have personal issues toward me.
I cannot accept that the customer support based his allegations on the words of someone that has probably an insider friend into PWE staff and has also a personal problem with my person.
I will not accept that my account has been banned with the accusation of being sold, when sharing\multiclienting account was disallowed and reallowed by old PWE staff many times, and the proof is that other users
that had been sharing their accounts got their account suspension released after few days.
The real problem is that i've set a random reply to the secret question that had been asked to me,
i've already provided the name of my Mother's Maiden Name [redacted] which resulted incorrect and at this point I cannot remember which reply
I set at the mother's maiden name question.
I've been putting thousands of dollars and efforts into this 4 years old account which its value would be close to the 10 thousand dollars mark.
I've already provided details of all my transactions since 2012 to nowadays, I put myself at disposal even asking to call me on the registered phone number or sending a copy of my ID card,
if you aren't going to release the account suspension I am going to ask a refund for the value my account is worth: 10'000$ or 1'000'000 zhen (10'000 PWI gold)
My regards.
Final Business Response /* (4000, 9, 2015/07/15) */
Hello,
Thank you for the opportunity to respond to your issue.
Sharing an account between multiple parties is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms). We review each of these cases on an individual basis and cannot comment on any action that may have been taken on other accounts due to privacy concerns. In this case, we have reviewed the account and the support tickets you have submitted about this issue and made the determination that the ban will remain. We apologize for any inconvenience this may cause and appreciate your understanding in this matter.
Regards,
Perfect World Support
Final Consumer Response /* (4200, 11, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, why did I receive the very same response to the first complaint? I am not accepting the suspension of my account especially since it had determined me a damage of a ten thousand dollars loss of virtual currency\goods. If you aren't going to release the account suspension which is absolutely ridicolous for a customer like me I demand a full refund or the re-credit of 1 million zhen on a brand new account I will open, else I will appoint a professional to sue Perfect World Entertainment for fraud. I purchased thousands of dollars worth of your virtual currency (zhen) that you made disappear closing my account and causeing me damage and the loss of all of it. I demand a refund at this point.

Initial Business Response /* (1000, 8, 2015/08/19) */
Hello,
Thank you for the opportunity to respond to your issue. War Avatar Cards can only be destroyed by devouring them into higher level cards or turning them into War Avatar Artifacts, an unfinished game process. Currently, these cards...

cannot be traded, sold, or dropped on the ground. We will not replace any cards destroyed in order to help maintain game balance for all players. Additional cards can be obtained via the Boutique Shop chance packs or various PWI promotions. Typically, these promos will offer War Avatar Cards through activities such as spending Zen or logging into the game for a certain number of days. Additional information on any upcoming promotions can be found at http://www.arcgames.com/en/games/pwi/news.
Thank you for your understanding and for playing PWI!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 10, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the business' reply, they stated "We will not replace any cards destroyed in order to help maintain game balance for all players. "
My issue is that I was opening S packs before a maintenance and received my Incacerate card, which I've been attempting to get with all my real life and in game money for almost a year. I was disconnected before the maintenance, and when I logged back on, both my card and S pack was gone without a trace. It also didn't show on my War avatar book that I had obtained the card.
I lost the card not by human error, but by system error. I completely understand why PWI won't compensate for human errors (such as accidentally devouring the card), but I'm enraged at all the replies I'm getting for losing a card without doing anything. I've spent nearly $1k US dollars to attempt to obtain that card, only for it to be mysteriously gone after maintenance.
Final Business Response /* (4000, 18, 2015/08/26) */
Hello,
Thank you for your follow-up message. We are unable to grant the War Avatar Card ("The Incarcerate") and we are sorry for any inconvenience this may cause. The best way to try and obtain cards is to open War Avatar Packs and/or participate in various PWI promotions.
We appreciate your understanding in this matter.
Perfect World Support
Final Consumer Response /* (4200, 22, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please can you explain why an error on PWI's end is my responsibility to replace. I've done my part I opened the packs I got the card that I need and all PWI can say is you're out of luck go win the lottery again sorry for the billions of coins you already spent but we just don't care.
Actually it's worse because they only apologize for the inconvenience not for screwing me over out of something that actually makes a huge difference in this game. This wasn't my fault. I did not devour or NPC the card. It was taken from me and I have to win the lottery again to get what I ALREADY HAD. The percentage of possibility for an S card is less than .05 percent. So out of 200 packs you might get one card. The probability of that being the card I need is less than .1 percent. It's a lottery and I will never get that lucky again. This want my fault and pwi is supposed to help with these losses not punish me because I play their game.
I have spent real life money attempting to get that specific card, only to lose it before a maintenance and be told I need to spend even more money to attempt to get it again. I'd rather invest in other aspects of the game rather than spending on something I already got. If anything, I would rather spend the money on another company that provides better customer support when they pay and lose something.

Complaint: [redacted]I am rejecting this response because: They accused me of lying saying my information is shared obivoulsy when it is not this guy has been made from the begining why would I delete him I spend real money into him and a lot of it for him to be gone forever and get nothing out of it is crazy I never heard of such of thing my account has been locked down so this cannot happen to me anymore and yet they still wont recover him which they can all I ask is for one for chance Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/08/19) */
Hello,
Thank you for the opportunity to respond to your issue. We reviewed your account and it appears that you were able to successfully log into Arc and Star Trek Online earlier today (August 18). If this is not the case and you're still...

encountering issues with login or with receiving the Arc Defender PIN please update your support ticket and we will be happy to assist you further. We also took a look at your ticket with us and can confirm that we sent timely responses to your messages on August 16 and 17.
Thanks for your understanding and for playing STO!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
Still not fixed but I did get an email today asking for as much info as I could...luckily I was able to provide all of it with out logging into the ARC account. We will see where this goes...
Final Business Response /* (4000, 12, 2015/08/21) */
Hello,
Thank you for your follow-up message. We're sorry to hear that you're still having issues regarding Arc Defender. After reviewing your account and ticket further we can confirm that one of our support agents turned off Arc Defender to help you log into the account. Based on your most recent update in the ticket it sounds like you are getting in contact with your email provider for further assistance.
We always recommend that our players keep Arc Defender enabled to help maintain account security. If there is anything else we can do to assist you with this issue please do not hesitate to update your ticket.
Perfect World Support
Final Consumer Response /* (4200, 20, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was a premature closing to the problem. I still posted continued issues up through the 24th while Perfect World tried to close the ticket. Currently I am running OK with their run around patch up. I hope they continue to look into the issue so that I can go back to my real email one day.

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed your account and can confirm that the monthly stipend of 500 Zen was successfully awarded both on the day you purchased the subscription and again in September....

Please keep in mind that the stipend should be credited to the account on or around the day of the month that it was initially purchased.
The Duty Officer assignment is awarded to players who are 800-day Veterans (i.e., have an active subscription for 800 days) and the details of these rewards are listed at http://www.arcgames.com/en/games/star-trek-online/news/detail/XXXXXXX. We apologize for any confusion caused and your feedback regarding this particular benefit has been passed ** the appropriate team for their review.
Please note that there are various other benefits to the subscription, including the monthly stipend, an additional character slot, respec tokens when leveling up with the active subscription, etc. It appears that you have been able to make use of these benefits in the weeks since you initially purchased the subscription without issue. We will not be able to provide a refund for the subscription that was purchased and we appreciate your understanding in this matter.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received other benefits while subscribed. However I feel you are misleading customers because on your subscription page:
http://www.arcgames.com/en/games/star-trek-online/news/detail/XXXXXXX
You list the DOFF mission under the heading "Monthly Benefits" - NOWHERE on this page does it state you have to be member for over 2 YEARS before you receive this benefit. It is very deceptive and misleading.
Final Business Response /* (4000, 9, 2015/10/07) */
Hello,
Thank you for your follow-up message. The information regarding the Duty Officer assignment can be found on the page detailing the Veteran benefits for subscribers. Feedback on how to incorporate this information into the subscription page to make it clearer to players has been passed ** the appropriate team for their review.
Unfortunately we will not be able to offer a refund for the subscription you purchased and we appreciate your understanding.
Perfect World Support

Hello,Thank you for your follow-up message. Unfortunately, the silence system is an automated game process. GMs do not have control over this system but you can contact us through the ticket system and at our discretion, we can remove it. Please review the Terms of Service link below if you have further inquiries on the User Conduct, Official Service and Disciplinary Action.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2016/01/12) */
Hello,
Thank you for the opportunity to respond to your issue. We take all reports of possible misconduct seriously and make every effort to investigate each reported account to the best of our ability. Please understand that due to privacy...

concerns we cannot discuss the details of our investigation or any resulting action that may be taken on another player's account. Unfortunately we did not find any support tickets submitted from your email address reporting other players for potential Terms of Service violations. We strongly encourage you to send us tickets when you witness possible misconduct in the future.
Thank you for your understanding and for your support of FW!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
see now you tell me lies, you do not take any violation seriously if you did they would not be on STILL BREACHING THE ToS!
these are multiple ticket numbers of multiple people who have reported everything gathering evidence etc,
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I don't think you realise the gravity of the situation. Cyberbullying in this game is at an extreme because you choose to let it slide. 3 nights ago I was talking a person down from extreme depression and suicidal thoughts,
the reasons he listed
1) invested to much time into the game to quit
2)cant speak in world chat because of the rhetoric these people spout
3)the game is his getaway but gets bullied on here.
I would seriously sit down and think about it. Because the way its looking the biggest breaches of the ToS is PWE by not adhering to the rules and punishing the appropriate parties. as ive said ToS (Terms Of Service) means when I play I'm receiving a service for free when I I use the cash shop I am then paying for that service, and because I'm not receiving good service or gameplay and on those grounds I may ask for a full refund of my paid for service if the answer is no then I'm allow to take it further.
if you would like my opinion Ban the rule beakers and repopulate the game with advertising.
its gone to far and something NEEDS to be done.
you have a Q/A rep on the game how about ASKING him how PERFECT your FW community is.

Final Business Response /* (4000, 9, 2016/01/20) */
Hello,
Thank you for your follow-up message. As we stated previously, we take all reports of player misconduct and 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 account sharing and 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 full or partial refund as you have requested. Thank you for your understanding.
Perfect World Support
Final Consumer Response /* (4200, 11, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry but this is unacceptable.
"we take all reports of player misconduct and violations to our Terms of Service seriously and investigate each claim as thoroughly as we can"
the quote is is not true. because its still happening because you still allow it.
Unfortunately, we will not be able to provide a full or partial refund as you have requested. Thank you for your understanding.
not even offering a solution or an option to remedy the issue, even a compensation of ingame currency to move to another server because you refuse to do things, I would like you to at least TRY and help out seeing as your going to continue to allow it.
going by your responses you don't want to even lift a finger and its disgraceful. please reply with a LEGITAMTE resolution and not a simple palming responsibility off. its a lot of money and I will not let it go that easy. it genuinely feels like a scam

Initial Business Response /* (1000, 5, 2015/05/28) */
Hello,
Thank you for the opportunity to respond to your issue. We apologize for any frustration you have encountered when trying to play Neverwinter on the Xbox One. Our development and engineering teams are constantly working to improve the...

gameplay experience for all players, which includes optimizing the server performance. Please keep in mind that lag can occur at any point in the game, but is more common in areas where there is a high density of players, NPCs, and/or combat effects. If you experience a timeout error when logging in we suggest waiting 10-15 minutes before trying again. If you were in an instance when this happens (e.g. a dungeon) please note that this will reset your character outside of the instance.
After review of the account we have found that all of the purchased Zen was spent on in-game items so we are not able to provide a refund for those purchases. If you wish to proceed, you can contact your bank to dispute the charges made, however, please note that this may have an adverse effect on your Xbox account so we recommend contacting Microsoft customer support for information on their policies before proceeding.
Thank you for your understanding.
Perfect World Support

Hello,Thank you for the feedback.While we understand your frustration, please be aware that players are responsible for their Account Security and Personal Information. This includes maintaining a valid email address, creating a secure password, not revealing Social Security numbers to the general public, etc.We suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Limitation of Liability.[redacted]Also, please be aware that player harassment does not qualify for a full or partial refund.We thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because: I do not know which point of the terms of Service I have violated.Sincerely,Bala [redacted]

Initial Business Response /* (1000, 5, 2016/02/10) */
Hello,
Thank you for the opportunity to respond to your issue. We understand your frustration with this situation, however, because the promotion has ended we will not be able to grant the items or a new code. We 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 10 with an update regarding this issue. If 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 /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I...

would actually reject this response from PWI as that is the same response I have had issues with. However, I attempted once more to make contact with the aforementioned GM in complaint and this time dialogue occurred and we have come to an understanding. I can provide that conversation should it be required for Revdex.com purposes, however, I will not provide it unless asked. As such, I do accept the resolution that resulted in my dialogue with the GM in question and I am satisfied with the result of that conversation.Sincerely, [redacted]

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: [redacted] and [redacted]. 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]/indexhttp://www.[redacted]/nwruPerfect World Support

Complaint: [redacted]I am rejecting this response because: Well thank You for ur answers. I understand the terms but I dont understand what I did wrong in all that ??? I was playin game , doin dung, pvp , guild runs , doin professions invokes COz I had time and I enjoyd playin the game so why not do all that u can doo while playin ? ..... and boom u banned me without any warrning or anything .... So Really its not fair how u treat beta players . but eh .... its ur choice idk ... I jst dont think its ok .... Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
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.
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, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did solve it very good :)