Perfect World Entertainment

Initial Business Response /* (1000, 5, 2015/06/11) */
Hello,
Thank you for the opportunity to respond to your issue. We are sorry to hear about the issues you have encountered when playing PWI and we are more than happy to review and address them with you. Unfortunately we do not have any record...

of support tickets getting filed under the email address you listed in the contact details of this report. Please let us know the email address you used when submitting the tickets, or a ticket number, so we can investigate further.
Rest assured that we take reports of in-game harassment and other violations of our Terms of Service very seriously and we will conduct a thorough investigation once we have located your tickets.
We look forward to hearing back from you.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 12, 2015/11/30) */
sorry for the late reply. my email was locked for a while. just regained access to it.
the accounts that have submitted tickets for these are as follows.
[redacted]@gmail.com
[redacted]@gmail.com
also the accounts of Tide-swell toons named
[redacted]
survivor
I do not have their account names however I do know for a fact they ticketed his guy a ton.
this case is way far from being resolved.
I at this point want some compensation for the bad costumer service. and the lack of GM support of this game. WHEN ppl are complaining about sexual harassment it is YOUR job to deal with this situation. not throw the situation under the rug and tell us to *stop ticketing or we will be banned*.
I have tried posting to the arc forums for support on this as well. You guys immediately deleted the post. it even had a Screenshot of him saying the following quote.
"drive to Lebanon Oregon, drag your bodies out, never get caught."
MY MOTHER LIVES IN LEBANON. we have not given this info out to ANYONE in game at all. he has been tracing IP packets and figuring out our locations.
as stated before. I just want 4200 gold credited to account [redacted] Tide-swell server.
this guy *for now**last 3 months* has left us alone. he probably quit because we didn't pay him any attention and no faction will let the guy in because of what he has done.
again sorry for late reply. my email is back up and running now.
as for the gold purchase. its on [redacted]@gmail.com
that account on XseymourX also needs his illusion crystal still.
thanks
Final Business Response /* (4000, 20, 2015/12/16) */
Hello,
Thank you for your follow-up message. We apologize for any frustration that may have been caused, however, we will not be able to grant the gold that you have requested. If you see any further potential violations to our Terms of Service we recommend that you continue to submit a support ticket via our website (http://support.arcgames.com/) with as much information as possible. Please keep in mind that due to privacy concerns we cannot discuss the details or results of our investigations, but rest assured that we take these reports seriously.
Thank you for your understanding in this matter.
Perfect World Support
Final Consumer Response /* (4200, 22, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yet again it looks as though they have an automated response as its a carbon copy of the last one. I just want some compensation for the situation I have been through. If not gold than I want $10000.00USD instead its one or the other. they can decide. but this is ridiculous that I have to go through this much bull [redacted] in order to feel safe on an online game. I have to switch servers to where I have to rebuild 3 years of work most of witch was cashable items. if not the 10k cash or gold than allow me server transfers for all of my accounts. I only have 20 of them.
I want my work on dawnglory because tideswell still have maz running around and I know he is because my mother seen him last night.
if compensation is not met than I already have a lawyer who says this is worthy of 25mill $ usd. but my claim has to be denied once again so here I am.

Initial Business Response /* (1000, 5, 2015/05/28) */
Hello,
Thank you for the opportunity to respond to your issue. We apologize for any frustration caused when communicating with our support team. We are always looking for ways to improve our level of service and will thoroughly review what...

happened and provide feedback to the agents involved as well as our whole team.
After reviewing the account we can confirm that a refund was processed for your most recent Zen transaction. Please note that depending on your bank it can take some time for the funds to post back to your credit card. In looking at your recent purchase history we also found an attempted transaction which was declined by the payment provider and we believe that this is the second charge you referenced in your message. If you are unsure of the status for both we recommend speaking with your bank or the credit card company for more information.
We can confirm that a Bug Report for the C-Store issue you encountered was successfully submitted and it will be reviewed by our QA team. Please be aware that you will not receive a personalized response from them. Unfortunately we will not be able to grant you any Zen so you can try to reproduce the issue to obtain screenshots. The information you have provided to us should be enough to get the QA team pointed in the right direction and they will investigate it further.
Thanks for playing STO!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, no actual customer service of any type was provided. I want to get the items I was willing to pay for that they sold and due to their faulty software I can not get. They will not tell me when or if they solve the problem and their desired solution is for me to purchase more of their digital currency and try again and if still having the issue to get a refund. I find it unacceptable to tie up my credit line in pending charges and refunds to test their broken software when they could easily work with me, the customer, controlling the balance of a digital currency 100% within their instantaneous control. If they can not provide me with notification of the problem being fixed they need to provide the means to test it without making my real money unavailable for nothing. It is also within the realm of possibilities that Perfect World Entertainment in the likely event I continue to have this problem to manually unlock the items on my account and manually debit the zen. This would again require Perfect World Entertainment to work with me in solving their problems and not against me.
Final Business Response /* (4000, 10, 2015/06/02) */
Hello,
Thank you for your follow-up message. Again, we would like to apologize for any frustration you have encountered when communicating with us. That being said, we would like to politely disagree with your assertion that we have worked against you. We processed a refund for the initial amount of Zen that you used when attempting the C-Store transaction and directed you to submit a Bug Report for the issue you encountered. Due to the complicated nature of some game bugs we cannot estimate when a fix will be implemented. We absolutely understand your hesitation to purchase additional Zen to re-attempt the purchase, however, we will not be able to credit Zen to your account for the purpose of testing, nor will we simply unlock the item for use on the account and remove the Zen. As we stated before, with the information you provided to us our internal development and QA teams should have a good starting point to investigate the issue.
Thank you for your understanding and for playing STO!
Perfect World Support
Final Consumer Response /* (4200, 12, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is absolutely no proposed or actual resolution. The company refuses to provide an estimated time until fixed, understandable, they also refuse to manually handle the transaction, notify me when it is resolved and I can actually make a purchase and be provided with what I purchase without tying up credit for extended periods of time. The only thing they did do is refund the original purchase which had me still out the actual money for a week. Twice the actual amount due to a billing error on the first transaction. The company offered no type of consolation for the complete hassle trying to resolve problems with them has been. Working in retail many years I can tell you that you always try and find a way to take the customers money and provide them with the product they are after and if there is a problem with the standard way of doing things you try and find an alternate. Perfect World has a way of making this transaction happen but would require active participation on their part, due to their product not working as intended, and refuses to do that. They have offered nothing to a customer with a lifetime subscription and has provided additional money to them over the years. Providing no remedy at all, not even a courtesy notice when the problem is fixed or some token of anything from the company shows it has no interest in customer service or interest in customer loyalty. A solution of "Sorry try again later and if it is still broken you can try and get in touch with us for hours and we will process a refund but still tie up the money for a week," is no solution at all, it's a slap in the face. I do not understand how this level of customer service warrants an A+ rating from the Revdex.com.

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

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.

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: 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. 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:
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]

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]

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, 2015/05/28) */
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

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.)

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, 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. 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

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

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

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,
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
XXXXXX-XXXXXX
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XXXXXX-XXXXXX
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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, 2015/07/24) */
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 :)

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 /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Account was restored. Thanks for taking the time to respond.