Perfect World Entertainment

Complaint: [redacted] I am rejecting this response because: This issue has been going on for nearly monthsAll they need to do is contact me to coordinate a time when I can log into the software and they can fix it but they refuse to properly read my notes and do thatSo yes they replied with nothing but delays and non-answers.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I submitted a support ticket in the support website using the affected account and no effort to solved the issue has been madeThe account in reference is: [redacted] and the support ticket is, [redacted] I didn't include those details in the initial complaint because I was advised to not provide any identifying details of myself in itThanks for responding promptly and have a nice day.Sincerely,Ch [redacted]

Hello,Thank you for the opportunity to respond to you issueWe fully understand your frustration, however, the auto demote feature is an intended gameplay processIf you were removed due to inactivity, you must discuss the issue with the current members of your fleet.Thank you for your understanding in this matter.Perfect World Support

Hello,We take all reports of compromised accounts seriously and investigate each claim as thoroughly as we canPlease be aware that you are solely responsible for the security of your account information and you agree to accept all risks of misusePlease review the Terms of Service link below if you have further inquiries on User Conduct, Limitation of Liability and Disciplinary Action.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ Hello, Thank you for the opportunity to respond to your issueThe account was found to have purchased Astral Diamonds from a third-party site which is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms)The suspension for the first offense should have lasted for three days starting on November 12, however, due to a system error it appears that it ended early since we see successful logins to the game during that timeThe suspension for the second offense, seven days, was applied on November and ended on November Since it ended we see that you have been able to log in and continue playingPlease note that future violations may lead to further disciplinary action, up to and including a permanent ban from Neverwinter The security of your account is put at risk when using these third-party sites and in some cases, the Astral Diamonds that are sold by them are obtained by compromising someone else's account or fraudulently using someone else's credit card We will not be able to provide any compensation for lost game time due to the suspension and we appreciate your understanding in this matter Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They can't admit they made a mistake I wasn't able To log in during the first suspension but they gave me A second suspension anywayAnd what third party did I buy from the ad I got was from a friend glad u guys are Suspending people for having friends please continue this dispute I would like all the time I lost back Final Consumer Response / [redacted] (3000, 13, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) How about showing proof I have proof your lying Final Business Response / [redacted] (4000, 15, 2015/12/16) */ Hello, Thank you for your follmessageAs we stated previously, a thorough review of the account was performed and was suspended due to the purchase of Astral Diamonds from a third-party siteBecause of a system error one of the suspensions was lifted early and successful logins to the game were foundWe will not be able to provide any compensation for the second suspension Thank you once again for your understanding in this matter Perfect World Support

Hello,Thank you for your follmessageWe can confirm that you have received rewards for the Protomatter MicrocontainersIf you have additional questions or concerns, please submit a brand new ticket.Also, the forum suspension and restricted social media access will remain indefinitelyPlease 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 opportunity to respond to your issueWe see that you have a support ticket with us and a reply about this issue was sent to you on June regarding your request.Thank you for your understanding.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Hello, Thank you for the opportunity to respond to your issueThe account in question was permanently banned due to knowledge of and/or direct use of an item duplication exploit in Battle of the ImmortalsWe have performed a final review of the account and the ban will remainAdditionally, 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I strongly disagree for the answer, for the whole server knew and have knowledge of the duplication because it was posted on game forumTo only take action on only certain indivituals is unprofessionalAt the same time the bug which allow the incident to take place was there for the longest time and wasn't provide any solution at all but taking everyone account who knew or have knowledge of this is very unfairTherefore I feels I have the right to get my refund or my account unbannedThanks Final Business Response / [redacted] (4000, 9, 2015/11/19) */ Hello, Thank you for your follmessageWe're sorry if you feel this is unfair, however, the ban will not be lifted from the account, nor will we provide a refund as you have requested We appreciate your understanding in this matter Perfect World Support

Complaint: [redacted] I am rejecting this response because: I just paid for a 2nd month of gold membership for chat mesenger and I can't use it still !!! System] You have been silencedYou may chat again in hours, minutes, and seconds The automated system is flawed and sorry is not going to solve this I am going to charge this back soon for fraud Sincerely, [redacted]

Hello,Thank you for the opportunity to respond to your issue.The account was automatically suspended because [redacted] payments, made to this account, have been reversed and held by the payment gateway as a payment dispute.You must contact [redacted] directly to resolve the disputeOnce the dispute has been resolved and the funds returned, we can remove the account suspension and discuss any further in-game issues or concerns.We thank you for your understanding.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Hello, Thank you for the opportunity to respond to your issueWe apologize for any inconvenience and frustration caused by this issue, however, we are not able to replace or return items that may be consumed in the refinement process Additionally, we will not be able to provide a full refund as you have requestedPlease note that we have reviewed our logs but do not see that the Burning Executioner [redacted] were acquired on or around September Thank you for your understanding and for playing Neverwinter Perfect World Support

Hello,Thank you for the opportunity to respond to your issueWhile we understand your frustration on this issue, we will not be refunding any purchases to your credit cardAny reimbursements would have been credited to your Arc balancePlease note that while we have discontinued support of the [redacted] client, there are still ways for you to continue to play [redacted] You can find additional information in the [redacted] forum post below.http://www.arcgames.com/en/forums/startrekonline#/discussion/1211294/***-c...⇄ Thank you for your understanding Perfect World Support

Complaint: [redacted] I am rejecting this response because: It's a copy pastaI get that all the time in the ticket systemI do not like itI do thank you for taking action and unbanning my friends.That being said, however, it still irritates me that one person, who had covered up my shop, is still playingAnd you tried banning someone for not covering up anyone, doing no harm Sincerely, [redacted] ***

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 [redacted] regarding the status of your character.Thank you for your understanding.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Hello, Thank you for the opportunity to respond to your issue. Selling an account in part or in whole is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms) which you agreed to when registering for the account. We... have performed a final review of the account and determined that the evidence is credible and the ban will remain. Additionally, we will not be able to provide a full refund as requested. We apologize for any inconvenience and thank you for your understanding. Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) New evidence should be investigated and the case re-opened. I did not sell my account in part or in whole. The ban was without proper evidence and the customer support is still unhelpful. Final Business Response / [redacted] (4000, 9, 2015/09/08) */ Hello, Thank you for your follow-up message. As we stated previously, a final review of the account was performed, which included a review of the investigation which led to the ban, and the determination was made that the ban will not be lifted. Additionally, we will not be able to provide a full refund. We apologize for any inconvenience and thank you for your understanding. Perfect World Support

Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ Hello, Thank you for the opportunity to respond to your issueWe reviewed the communication you had with our support team and can confirm that this issue was addressed on the same day that you contacted usTo reiterate: as a one-time courtesy we credited your Arc account balance with the amount from the transaction that was accidentally charged to the Morai serverIf you have not already done so, please follow these steps to transfer it to the Harshlands server: Go to the Charge https://billing.arcgames.com/ Click 'Purchase History' located at the upper right corner of the page Click on the blue 'Transfer' button beside the blue Charge ZEN button Choose the Game, Server and Amount you would like to transfer Before clicking 'Apply', please verify the correct details are displayed in the Order Summary Click on Apply and you should see the specifics of your transfer on the confirmation page Thank you for playing PWI! Perfect World Support Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/30) */ Close this Ticket the situation has been resolved

Hello,Thank you for your follmessageWe have performed a final reviewUnfortunately, the suspension will remain indefinitelyPlease 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 / [redacted] (1000, 5, 2016/03/14) */ Hello, Thank you for your follmessageAs we stated previously, a final review was performed on the account and the determination was made that it will remain bannedWe apologize for any inconvenience this may cause and thank you for your understanding in this matterPerfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) See, this is exactly what I meanI get a complete no-brainer response from them, even here1) There is no understanding in this matter because I never did what they're wrongfully accusing me of and locking me out for2) It hasn't previously been stated that a final review has been made3) That a final review has been made is a lieIf a review was actually made, my account would be unlocked by now because I know I never committed anything they're accusing me ofNo exploits, no botting, no selling or buying for real world currency everI'm one of the few persons who actually read their ToS and I never violated anything of it, in all the 4000+ game hours I have on my account - yet I get innocently locked out and all they do is repeating the same statement over and over againVery nice treatment of a long-term loyal legit player right thereFinal Business Response / [redacted] (4000, 10, 2016/03/17) */ Hello, Thank you for your follmessageThe account was thoroughly reviewed and the determination was made that it will remain bannedThis review was performed by multiple members of the support team, including a supervisor and managerPlease be aware that this is our final response regarding this issue and we will not be able to provide additional informationThank you for your understanding in this matterPerfect World Support Final Consumer Response / [redacted] (4200, 12, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, I don't know what to sayYou know exactly that it's completely fictitious what you're accusing me ofThe real reason you're locking me out is because I'm too smart with playing the economy well so I don't have to charge Zen to be at the top of the game, so you think you're not getting enough money out of meIf I _really_ did what you're accusing me of, you would have no problem showing proof, but instead you dodge every question about it and rather reply with "and we will not be able to provide additional information."You tried it times before already and accused me of account sharing / botting / exploiting / whatever you can think of and I never did any of that, you unlocked my account after I complained but always made it look like it's a courtesy of you and that you were rightIt's really sad that it's possible that you're succeeding with thisGood job, this won't be unnoticed

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Hello, Thank you for the opportunity to respond to your issuePlease note that selling an account, in part or in whole, is a violation of our Terms of ServiceWe performed a final review and of the account and investigation leading to the closure of the account and we have determined 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 / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I've known quite a few accounts that were banned due to selling, attempted sale or account sharing that were banned and they were released from permanent closure of the accountI can name them if they even want me toSecond, they treat their customers with unfair advantagesThird, I know one person who was banned due to account sharing and got his account released because I know for a fact this person charges too often in the game, his in game name is ZaiynSo I want them to explain why they treat customers/consumers differently Final Business Response / [redacted] (4000, 9, 2015/10/22) */ Hello, Thank you for your follmessageAs we stated previously, a final review of the account was performed and we have determined that it will remain closedSelling an account is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms) Please understand that due to privacy concerns we cannot discuss any actions which may have been taken on accounts belonging to other players We apologize for any inconvenience the closure of your account may cause Perfect World Support Final Consumer Response / [redacted] (4200, 11, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still refuse to accept it just because I know for a fact that you guys treat consumers differentlyIf you guys ever did treat us all according to your ToS, I would let it goBut you guys haven't and it has been proven

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 JAN regarding the status of your account.Thank you for your understanding.Perfect World Support