Perfect World Entertainment

Initial Business Response /* (1000, 6, 2015/10/01) */
Hello,
Thank you for the opportunity to respond to your issueThe Skyplume Pearl item was set to expire on August 15, so we cannot guarantee that any you may have acquired after this date will not disappear when logging in/out, transferring
between maps, or any other game activityWe appreciate your feedback regarding this item and we will pass ** along to the development team for their considerationUnfortunately we will not be able to replace the pearls or provide reimbursement for them
We apologize for any inconvenience this may cause and thank you for your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is still an error of PWI because
It's their mistake that the Skyplume Pearl was still being given out
The NPC was still taking trades of the Skyplume Pearl to redeem prizes
There was no system message or warning that the Skyplume Pearl may disappear at any time
I have a screenshot of my original support ticket where customer service stated that they Skyplume Pearl will disappear if logging out or disconnecting from serviceIn my case, I did not log out nor disconnect, but instead the item disappeared when opening a trade windowThis is something new that had never happenedIn previous mistakes of items, it would ONLY disappear when logging out
I opened pack to test if the Skyplume Pearl was still being given outAfter that one pack, I went to check on the NPC if it was accepting the Skyplume Pearl for rewards, and it wasI opened some packs up to and it was still all in my inventoryThen I bought another packs but after of those, I noticed all my Skyplume Pearls had disappearI did not expect it to disappear because I had not logged out (as stated by customer service)
After my complaint to customer service, PWI then put out a system message warning that the Skyplume Pearl my disappearIf this warning was posted earlier, I would not have wasted all my money buying these packs, especially to take advantage of the prizes that was given out
This is advertisementIf the item was not meant to be available, then it shouldn't be even be given outThis lead many players to believe the Skyplume Pearl was still good and that it was a mistake with the expiration date text insteadMany thought instead of it saying 2015, it should of said and was just a misprint
This is not the first time PWI had made mistakes with their promotions and not honor it or correcting itOver and over they mislead the consumers with their mistakesBeing one of their top supporters, I'm fed up with this company and will stop doing business with them
Final Business Response /* (4000, 10, 2015/10/22) */
Hello,
Thank you for your follmessageWe made sure to forward feedback about the Skyplume Pearl item to the developers for their review and to prevent this issue from happening again in the futureWe apologize for any inconvenience that may be caused, however, we will not be able to replace any of the pearls or provide reimbursement for the packsPlease keep in mind that the pack also provides a chance of rewarding other items including Lucky Coins, Golden Coins, Token of Best Luck, Gems, Stones, Warsoul materials, rare equipment, etc
Thank you for your understanding in this matter
Perfect World Support
Final Consumer Response /* (4200, 14, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We made sure to forward feedback about the Skyplume Pearl item to the developers for their review and to prevent this issue from happening again in the future."
PWI admits to being wrong with their mistake but still don't offer any real solutionYou have customers who paid real money to get items, rewards and prizesBut when you admit the mistake and don't offer any real compensation, then you are not only committing fraud, but you are also stealingThat is exactly what you are doingYou take my money I charged to your company so that I can get what is supposed to be given, but when your system screws up, PWI does not care anymoreAnd do you know why? Because PWI has taken your money and pocketed so they think they no longer need to reimburse or compensate

Initial Business Response /* (1000, 5, 2015/08/26) */
Hello,
Thank you for the opportunity to respond to your issueAfter reviewing your issue we see that you sent us a support ticket about the email change on Aug 25, the same day that you submitted this Revdex.com casePlease understand that it can
take a little while for a member of our support team to respond to your issue as we address tickets in the order that they are receivedWe ask that you be patient while we get to your issue and we'll update your ticket as soon as possible
Thanks for your understanding!
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that I need to be patient and I apologizeJust not being allowed to have full access of my account is a burdenThe email address has been deleted and not being able to unlcock my gold money and buy more god to sell over the fact that I have lost my pin to the auction house nor being able to register a new computer to continue playing on a secured account is just a burdenI have and well be a satisfied customer of PWI and the ways they handle stuffI just would like if in the future there is a way of changing an email to an account if it has been deleted such as a phone authentication or back emailn my years of playing perfect world on this account wich amounts to years of gradually playing the account and taking breaks from pwi my account on the registered email has forgotten and erased off the email providers list as if it never existed
-Sincerely Pwi Player
Final Business Response /* (4000, 9, 2015/08/28) */
Hello,
Thank you for your follmessageWe're always looking for ways to improve our level of service and make the gameplay and account management experience as streamlined as possibleYour feedback and suggestions are appreciated and we'll pass *** along to management for their consideration
Thanks again for your patience and understanding while we work with you through your support ticket
Perfect World Support

Complaint: ***I am rejecting this response because: the business did not offer a remedy. Sincerely,*** ***

Complaint: ***I am rejecting this response
because: The customer support via the onsite ticket/email is just repeated pre-generated messages that have tried to mislead me multiple times on my statutory rights as a consumer even after informing them that it is a criminal offence under the unfair commercial practices directiveI have asked to speak to manager or someone from their legal department only to be completely ignored and given the same pre-generated responses
Sincerely,Sean***

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
Thank you for the opportunity to respond to your issuePer the support ticket that you submitted to us the ban was lifted from the account on August We can also confirm that you've been able to successfully log into the account
since the ban was removedIf this is not the case and you are still having an issue with login, please update your ticket and we will investigate further
We ask that in the future you do not mention or refer to known third-party sites that advertise currency/items/servicesThank you for your understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact remains you banned me for no good reason other than using the English languageI want some sort of compensation
Final Business Response /* (4000, 10, 2015/08/21) */
Hello,
Thank you for your follmessageAgain, we would like to apologize for any frustration and inconvenience causedThe ban was lifted back on August and we can confirm you've been able to successfully log in since thenUnfortunately we will not be able to provide any compensation and we appreciate your understanding in this matter
Perfect World Support
Final Consumer Response /* (4200, 14, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not like I have any power in this situationIf they had gotten back to me on the same day then I would forgive themIt took them fn days to lift my banFourrrrrrrrrrrrrr Daysssssssss I mean FTW!?!?!? You cannot ban somebody for nothing then take a week to lift it and not provide compensationWhatever, I will never spend another dime on a game this company makesCongrats you lost a good customer

Revdex.com:
The customer service representative did communicate with me
yesterday as the business advised in their response to this issue The complaint was settled successfully and the business was able to offer the repair I was seeking.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/08/18) */
Hello,
Thank you for the opportunity to respond to your issueWe do see that you submitted a support ticket about this issue and we responded to you on the same day asking for some additional information regarding the accountPlease check
your email inbox or junk mail folder for our messageYou can simply reply to that email with the requested information and we will continue to assist you with this issue
To prevent delays in responses we ask that all players submit one ticket about a particular issueThank you for your patience and understanding
Perfect World Support

Complaint:***I am rejecting this response because:
It''s just a standard answer probably written by the same person who banned meIn my complaint I raised concerns about her and so she shouldn't even be allowed to make any decision about itI demand that the higher management is looking at the complaint and actually also on other complains about bans as I suspect that "laughingtrendy" bans because she just can and not because rules were broken
Sincerely,*** ***

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

Initial Business Response /* (1000, 5, 2016/01/20) */
Hello,
Thank you for the opportunity to respond to your issueWe can confirm that you have submitted a Bug Report about this issuePlease be aware that these reports are seen by the QA team, though they will not send you a personalized
responseIf you are still experiencing issues with this mission we suggest dropping and re-taking the mission if possibleUnfortunately we do not have an ETA on when in-game issues will be fixed, but we recommend that you visit the official game news page and forum for upcoming changesYou can also use the forum to discuss any in-game bugs with the community
Perfect World Support

Initial Business Response /* (1000, 5, 2015/11/04) */
Hello,
Thank you for the opportunity to respond to your issueYour account was temporarily suspended from Neverwinter on Xbox One for purchasing Astral Diamonds from a third-party siteBuying any currency, items, or services from
third-party sites is against our Terms of ServiceThe suspension ended on November and we see that you have been able to log in and continue playingPlease be sure to review our Terms of Service at http://www.arcgames.com/en/about/terms to avoid any additional violationsKeep in mind that future violations may result in additional disciplinary action up to, and including, a permanent ban from Neverwinter
Using the services from these third-party sites puts your account security at risk so we strongly encourage you to avoid visiting themAdditionally, please note that the Astral Diamonds sold by these sites are acquired by compromising another player's account and, in some cases, fraudulently using another player's credit card
We will not be able to replace or grant any items that could not be claimed while the account was suspendedWe appreciate your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ban was in clear violation of their own terms of service, seeing as section does not mention any ban for buying astral diamonds, only selling them
Thus type of vague response by moderators who aren't capable of thought comprehension is the reason I was banned for something not against the terms of service to begin with
Final Business Response /* (4000, 9, 2015/11/10) */
Hello,
Thank you for your follmessageAs stated previously the account was temporarily suspended for purchasing Astral Diamonds from a third-party siteThe suspension ended on November and we can confirm that you have been able to log back into the game and continue playingWe will not be able to replace or grant any items that could not be claimed during the suspension
We appreciate your understanding in this matter
Perfect World Support

Hello,Thank you for the opportunity to respond to your issueWe fully understand your frustration, however, an account is not rewarded with additional character slots due to gameplay glitchesYou were awarded a complimentary First Time Buyer Pack, that includes a free character slot, for a minimum purchase of $worth of currencyWe have verified your account and currently, you have the correct amount of character slots (total: slots).Also, please review the Terms of Service, section 23: Official Service and section 29: Disclaimer for Warranties, for additional information on gameplay glitchesYou have agreed to these terms and conditions by using the website or downloading any Arc games.http://www.arcgames.com/en/about/termsThank you for your understanding in this matter.Perfect World Support

Initial Business Response /* (1000, 16, 2016/01/11) */
Hello,
Perfect World has recently taken over Revdex.com cases that were initially filed to Cryptic Studios and this one was brought to our attention as still openWe apologize for any frustration that may have been caused by the changed to the
Leadership profession, however, we are not able to provide a full refund as requestedThank you for your understanding
Perfect World Support

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

Initial Business Response /* (1000, 5, 2015/07/15) */
Hello ***,
Thanks so much for taking the time to let us know about your experienceI am disappointed to hear about the issues you have been experiencing with *** of the Immortals, and we will do our best to investigate the matter
further
In an attempt to gather more information regarding your experience, I have created a ticket for you in our support systemThe reference number for this ticket is XXXXXX-XXXXXX, and you should have received an e-mail notifying youYou can respond to the ticket simply by responding to the e-mail, and this will allow us to gather the information we need to ensure that this issue is investigated
I do wish to clarify that *** of the Immortals is now operated entirely by Fedeen Games, and not by Perfect World Entertainment and as such this product is no longer under our umbrella of productsThat said there are some common ownership ties between the companies, so I believe that we should be able to investigate this issue to you and pass *** information over to Fedeen Games for further action
Thanks very much
Regards,
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by a pwe representative and we spoke at length about the matterI presented what I could and I believe he understands and was very nice
That being said, as a customer I was never notified the they sold out to fedeen and I strongly belive nothing will be done on fedeens part once so ever
The next step is? I don't know from here
Final Business Response /* (4000, 9, 2015/07/23) */
Hi ***,
As we discussed via ticket and through the Revdex.com, since this is not one of our products, I am unable to assist you with this moving forwardI have contacted Fedeen regarding your concern, but I strongly encourage you to reach out to them
Thanks very much
Regards,
Perfect World Support
Final Consumer Response /* (4200, 12, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again Fedeen hasn't replied and I still feel strongly that pwe holds some liability as it was never disclosed they sold full rights of the game and I was a customer to pwe

Initial Business Response /* (1000, 5, 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 ** 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 *** 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 /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was just the response I was hoping for, thanks

Initial Business Response /* (1000, 5, 2016/03/22) */ 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 /* (3000, 7, 2016/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want reimbursed I spent over 2k on this account thenThey refuse to tell me why it was banned and just keep giving this same responseI clearly didn't do anything otherwise they would provide a real answerFinal Business Response /* (4000, 9, 2016/03/25) */ Hello, Thank you for your follmessageThe account was thoroughly reviewed and the determination was made that it will remain bannedPlease be aware that this is our final response regarding this issue and we will not be able to provide additional informationAdditionally, we will not be able to provide a refund as you have requestedThank you for your understanding in this matterPerfect World Support Final Consumer Response /* (4200, 13, 2016/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly, they know that they are in the wrong, otherwise they would not send a cookie cutter responseI do not accept this as it isn't a resolution, rather ***

Initial Business Response /* (1000, 5, 2016/01/28) */
Hello,
Thank you for the opportunity to respond to your issueWe take all reports of player misconduct and violations to our Terms of Service seriously and investigate each claim as thoroughly as we canPlease be aware that due to privacy
concerns, we cannot discuss the details of our investigations or any action that may be taken on another player's account
Your frustration is understandable and we apologize if you feel that not enough has been done to halt the behavior of players who would harass others in-game or take advantage of game exploitsWe encourage you to keep submitting tickets reporting possible violations with as many details as possible
Unfortunately, we will not be able to provide a server transfer or refund as you have requestedThank you for your understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept pwe's response because there was no effort made to solve my complaint or improve my experience as a customerIts insult to injury that after months of trying to reach a solution with support that their response to this complaint is the same"thank you for your communicationWe understand and apologize, but we wont do anything."
I propose a middle ground of pwi enforcing their tos by disciplining players who abuse it and banning repeated offendersI want to see fake bids in tw monitored and removed, harassment cases actually dealt with and people who eploit glitches banned
If my response is "we will do it but we can't tell you the details of what we will do" like the support ticket responses I recieve that is a blanket statement covering up the failure of your business to initiate action to improve your customers experiences I will reject that as wellThis response is not adequate, because whatever it is pwi does to solve problems that they cant inform me about I have learned over the past year, does NOT solve problems
Give me proof you enforce the terms of service fairly and equally
Final Consumer Response /* (3000, 13, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Giving me the same answer I've already recieved not satisfy meHere is an example of my past experience with this same player and your support and why I do not accept your answer
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they will
Player exploits a glitch
I report to support
Support promises me it will be looked into and dealt with as it's against the terms of service, but they can't tell me what will be done to stop it, just that they willBut please, when it happens again let us know so we can give you the same answer
This proves to me that PWI does not enforce its terms of serviceThis violates my right to enjoy a product I have invested money inThis doesn't even TOUCH on the magnitude of advertisements made by your company, and promises that are never delivered onI am not satisfied; Your response assures me that misconduct is not taken seriously, and neither are customer complaints
Getting the same answer from support that is simply not true and insufficient does not satisfy me as a resolution and judging by the amount of complaints on your file I'm not the only one
Ask your manager to address this fileI want a conversation that doesn't end in "we can't go into details but it will be taken care oftrust me -- PWI support"
Final Business Response /* (4000, 15, 2016/02/04) */
Hello,
Thank you for your follmessageWe apologize if you feel that not enough has been done to address potential Terms of Service violationsThis Revdex.com case, and you previous reports, have been reviewed by a supervisor on the support teamPlease understand that just because you may receive a similar response to your tickets reporting possible misconduct, it doesn't mean that we are ignoring what you have told usEach report is investigated thoroughly and though we cannot discuss the details, we will take appropriate action
Bugs, glitches, and other player feedback regarding is communicated to the developers so they can work on improving the in-game experience for all playersThank you once again for your understanding
Perfect World Support

Initial Business Response /* (1000, 6, 2015/06/19) */
Hello,
Thank you for the opportunity to respond to your issueWe're sorry for any frustration caused by a change in the behavior of the Targ H.O.G mini-powerboard, however, due to the nature of MMO's there may be bugs and unforeseen issues
that occur when new items and content are releasedThe development team works as quickly as possible to fix these issues and in this case it resulted in a correction to the speed and turn rate of this particular mini-powerboard
We will not be able to replace the Lohlunat Favors used to acquire the item, or grant a different mini-powerboard to your account, and we appreciate your understanding in this matterKeep in mind that while additional Favors cannot be purchased, the event will run for a while longer so you should be able to participate in various activities to earn more for another mini-powerboard
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseThey sold a defective product for which I paid a premium exclusively because of their mistakeIf this were a physical product purchased at a physical store, this would be a no-brainerI fail to see why an MMO deserves any kind of special consideration
Final Business Response /* (4000, 10, 2015/06/24) */
Hello,
Thank you for your follmessageAs we stated previously, there can sometimes be bugs and issues that happen when new content is added to a game, this is the nature of an MMOWe politely disagree with your statement that a "defective product" was "sold" to youThe Targ H.O.G mini-powerboard was acquired through an NPC vendor in the game using Lohlunat Favors which are earned by participating in the various activities available during the summer eventIt was not purchased directly from us using real world money
We apologize that the fix for the specific bug affecting this item caused you frustration, but we will not be able to reimburse the Lohlunat Favors or grant you a different mini-powerboardThank you for your understanding in this matter
Perfect World Support

Hello,We take all reports of violations to our Terms of Service seriously and investigate each claim as thoroughly as we canPlease be aware that due to privacy concerns, we cannot discuss the details of our investigations or any action that may be taken on another player's account.Your frustration
is understandable and we apologize if you feel that not enough has been done to halt the bullyingWe encourage you to keep submitting tickets reporting possible violations with as many details as possible.Thank you for your understanding.Perfect World Support