Perfect World Entertainment

Initial Business Response / [redacted] (1000, 6, 2015/06/24) */ 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 will lift the ban on the account, however, before we do so you will need to change the password [redacted] something strong, secure, and unique by visiting https://www.arcgames.com/en/sign/troubleAfter you have done this please update your support ticket and once we confirm the change we will remove the banDo not share this password [redacted] anyone, even if they are a family member or friend Please keep in mind that this is a one-time exception and any future violation of our Terms of Service will result in permanent account closure Perfect World Support Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Hello, Thank you for the opportunity to respond to your issueAfter an audit of accounts it was found that yours exhibited behavior that would indicate a bot, or botting program, was being used to automate gameplayOur 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 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 As a one-time exception we have lifted the ban on the account and you should be able to log in and play again at this timePlease keep in mind that any future violation of our Terms of Service (http://www.arcgames.com/en/about/terms) will result in permanent account closure Perfect World Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) satisfies my demands

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

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hello, Thank you for the opportunity to respond to your issue. Your account was permanently banned from playing Neverwinter on the Xbox One due to repeatedly purchasing Astral Diamonds from a third-party site. You were previously warned that... buying any currency, items, or services from third-party sites is against our Terms of Service and could result in a ban. We have performed a final review of the account and determined that it will not be unbanned. We apologize for any inconvenience this may cause and thank you for your understanding. Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable.. I already explain that the time I got my warning I stop. I was even reporting all the chat spammers. And after all the time and money I expend I cant just give up my account like that... If there is really nothing I can do.. I want a refund of my money.. Cause I still have 9 months of VIP services. Is unbelievable the way you guys treat your players.. Im just asking for one last chance.. Final Business Response / [redacted] (4000, 25, 2016/01/05) */ Hello, Thank you for your follow-up message. The account was thoroughly reviewed and the determination was made that it will remain banned. This review was performed by multiple members of the support team, including a supervisor and manager. Please be aware that this is our final response regarding this issue and we will not be able to provide additional information. 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 Final Consumer Response / [redacted] (4200, 27, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Neverwinter Employee, That previous response you have sent me has infuriated me. Why will you not respond to me! The only reason I am still emailing you is due to the fact that YOU keep lieing to me! My account is a completely legit account, and the owner of the account, me, is also legit. Threatening to not further reply to my emails should be taken very seriously, I shall be posting this on various forums showing the "real" side to Neverwinter's customer support. You have obviously not investigated my account multiple times as you would have seen that I did not commit any offense that is worthy of a permanent ban! Please forward this to the head of the department as I just cannot seem to get across to you that you made a mistake, hence I would like to speak to someone higher and has more power than you. Kind Regards [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Brandon Brophy

Complaint: [redacted] I am rejecting this response because: [email protected] did not restore my access to the game account and did not give an explanation why I was banned.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/08/19) */ Hello, Thank you for the opportunity to respond to your issueWar Avatar Cards can only be destroyed by devouring them into higher level cards or turning them into War Avatar Artifacts, an unfinished game processCurrently, these cards cannot be traded, sold, or dropped on the groundWe will not replace any cards destroyed in order to help maintain game balance for all playersAdditional cards can be obtained via the Boutique Shop chance packs or various PWI promotionsTypically, these promos will offer War Avatar Cards through activities such as spending Zen or logging into the game for a certain number of daysAdditional 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 / [redacted] (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 yearI was disconnected before the maintenance, and when I logged back on, both my card and S pack was gone without a traceIt 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 errorI 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 anythingI've spent nearly $1k US dollars to attempt to obtain that card, only for it to be mysteriously gone after maintenance Final Business Response / [redacted] (4000, 18, 2015/08/26) */ Hello, Thank you for your follmessageWe are unable to grant the War Avatar Card ("The Incarcerate") and we are sorry for any inconvenience this may causeThe 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 / [redacted] (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 replaceI'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 gameThis wasn't my faultI did not devour or NPC the cardIt was taken from me and I have to win the lottery again to get what I ALREADY HADThe percentage of possibility for an S card is less than percentSo out of packs you might get one cardThe probability of that being the card I need is less than percentIt's a lottery and I will never get that lucky againThis 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 againI'd rather invest in other aspects of the game rather than spending on something I already gotIf 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: I have provided the account email and still nothing is being done...this is outrageous Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It's claimsand it's the 2nd account they have taken from me with this same reasonthey 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]

Complaint: [redacted] I am rejecting this response because: The response should tell you all you need to know about the reason for my ban and the way they handle their customers I realize that I will never be able to play neverwinter again but feel very strongly that you should act upon this arrogance and lower their rating Can you justify an A+ rating with a customer response like that? I hope that the A+ rating isn't just because they are a paying member of Revdex.com.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Hello, Thank you for the opportunity to respond to your issueWe apologize for any frustration you may have encountered when playing Neverwinter on the Xbox OneWhen you attempt to upgrade an enchantment, the displayed change percentage is the same for every attemptIn other words, an upgrade chance of 30% means there is a 70% chance that the upgrade will failThe first attempt at an upgrade has the same chance of success as the 10th or 100th attemptWe do offer items in the Zen Market which can guarantee the success of an upgrade, or prevent the loss of reagents when an upgrade fails, however, these are optionalOther items used in the refinement process can be found and earned while playing the game We are not able to offer a refund as you have requested because the Zen purchases you made were through the Xbox MarketplaceThe merchant of record for those transactions is Microsoft, not Perfect World or ArcWe reviewed your support ticket that you submitted about this issue and you mentioned filing a chargebackIf you decide to do this we don't know what the effect may be on your Gamertag so it's in your best interest to speak with Microsoft about their policies before proceeding Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation of probability is correct, however the actual in game performance regarding the advertised claims is completely wrongI will attach links to several more videos as evidence This excuse of not being able to refund is also nonsense, sure Microsoft is the middleman, but the money is then paid to Perfect WorldThey can, and should, just cut me a checkThis is just the beginning for this complaint https://youtu.be/ [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/02) */ Hello, Thank you for your follmessageAgain, we are sorry for any frustration that may have been caused when trying to upgrade enchantments, however, the refinement (and upgrade) system is working properly, as is your characterIf you would like to seek a refund you will need to contact the Microsoft support teamZen that you purchased was done so through the Xbox Marketplace, so any transaction that appears on your bank/credit card statement will show that Microsoft is the merchant you bought fromWe cannot refund a purchase that was paid to a different merchant Thank you for your understanding Perfect World Support Final Consumer Response / [redacted] (4200, 13, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a reply from Microsoft "The in-game currency you purchased are consumable goods for a third party game of which we do not have controlWe would love to help you with this if only we canWe hope that you understand our situation and the system required to have your request is not within our access." "While it is true that you have made the purchase on your console with your accountThe items you have purchased has already been consumed or usedThis means that the money has already been forwarded to the game developer." Did you catch that last part? "This means that the money has already been forwarded to the game developer." "This means that the money has already been forwarded to the game developer." "This means that the money has already been forwarded to the game developer." Stop lying, write a check, and I will come pick it up in person at your offices or you can mail it to me locally

Complaint: [redacted] I am rejecting this response because: This is the same response from the support teamThe event was not marketed this way, and by that I refer to the event details and the description on the official websiteBoth of these locations state double drops from all locations, with no mention of the item in question not being restrictedTo further this point if I did get a partial double of the item from the pack and by your own admission I have received the correct amount, then the item is clearly included in the eventif the Perfect World team failed to add this condition to the details of the event I can be sympathetic, but this does not forgo the obligation to provide me with the return on my investmentSo to summarize, you have inadvertently admitted the packs double, your website and in game description have no mention of a restriction, and you are still refusing to honor the rewards of the event Sincerely, [redacted] Smith

Hello,Thank you for the feedback.We have noted your concerns regarding the 'Force Login' feature for Perfect World InternationalHowever, please be aware that players are responsible for identifying and resolving any connectivity issues between their current hardware, software and internet service provider.We suggest reviewing the Terms of Service link below if you have further inquiries on the Description of Service, Interruption of Service and Disclaimer of Warranties[redacted] We thank you for your understanding.Perfect World Support

Complaint: [redacted] I am rejecting this response because: It does not answer my original complaint The chargeback has been resolved from my end and as a "GOOD" gesture from my partWhat I asked for is either a return of the Paradox SHIP I lost in the transaction or a refund of ZEN I used to purchased thisI was told that when the dispute about the charge is resolved, PWE will HELP to resolve the original issue Please rectify this with either granting me the Paradox ship I lost or the in ZEN I used to get it Thanks! Sincerely, [redacted]

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on [redacted] **.Thank you for your understanding.Perfect World Support

Complaint: [redacted] I am rejecting this response because: Honestly, I start to believe my accounts ban is one of GMs self made decision, since we (players) on Dawnglory already know that there were atleast GM friend of faction I was fighting againstReally, I can`t believe you are not releasing my account, and you think it was shared, even though I gave every proof to made everything clear regarding this problem, and still you keep up with same textIf I shared account why would I ask to lock it until I regain acess?Do what you want, but with this move you just lost years loyal customer, who was filling your wallets aswellSincerely, [redacted]

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 transfer any characters, gear, or resources to another account We apologize for any inconvenience this may cause and thank you for your understanding in this matter Perfect World Support

Complaint: [redacted] I am rejecting this response because: I dont know the reason why I got banned in 1st place ? If someone plays the game for 5-hr a day U guys call that botting if someone is doin things that u gave/let us to do Doin all invokes and professions Ofc I will do all those things if I can and have time for itthat dosnt mean Im usin a bot or idkits not fair how u treat the beta players So again check the records how long did I play and where I was I was super active so thats why I got banned for ??? Sincerely, [redacted]

Hello,We take all player reports seriously and investigate each claim as thoroughly as we canPlease be aware that you are solely responsible for the Guild Bank activities, including the transfer of leadership due to inactivity, and you agree to accept all risks of misusePlease review the Terms of Service link below if you have further inquiries on Disciplinary Action, Disclaimer of Warranties and Limitation of Liability[redacted] We thank you for your understanding.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Hello, Thank you for the opportunity to respond to your issueWe have reviewed the account and found evidence that there were attempts to sell it to a third-partyThis is in violation of our Terms of Service and the Arc account associated with your contact email address has been permanently bannedIn addition, we have permanently banned your Xbox Gamertag from logging into and playing NeverwinterPlease keep in mind that the latter ban only applies to Neverwinter on the Xbox One and should not prevent you from accessing other Xbox content We have performed a final review of the issue and made the determination that the ban will not be liftedWe appreciate your understanding in this matter Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) What evidence is there of this? I have spent more than a thousand dollars on this game and I can't play again? And I can't get any of my time or money I invested in this game? Why would I spent that much money on a game to just turn around and sell it? I planned on playing this game for a very long time and probably would have spent even more money on this gameI don't think this is fair one bitCan you see all the money I have spent? All that money is lost? Final Business Response / [redacted] (4000, 9, 2015/08/10) */ Hello, Thank you for your follmessageOn multiple occasions the in-game chat system was used to communicate the desire to sell the account to a third-party, offering its characters, items, and resources in exchange for real world currencyAs we stated previously, this violates our Terms of Service so the permanent ban will remainWe appreciate your understanding in this matter Perfect World Support