Perfect World Entertainment

Initial Business Response /* (1000, 5, 2015/08/19) */
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 Arc 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
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 closureThank you for your understanding
Perfect World Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
And another response where they pretend they're right and it's a courtesy of them that they revert their decision - after I explicitly stated this in my complaint
I accept the response only because they met my main demand (Account unlocked)
However, I still feel insulted because what they're accusing me of just isn't true
I have NOT and have NEVER used any kind of hardware or software or any other method to automate any kind of gameplay

Complaint:***I am rejecting this response because:It only gave me rewards when it should have given all rewards for spending 10k, many items are missing still.Sincerely,*** ***

Hello,Thank you for your follmessagePlease continue to check your current ticketID, 161111-We are fully aware of the issue and it has been escalated directly to the developersWe will contact you again once we receive feedback from them.Thank you for the understanding in this matter.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 OCT regarding the Neverwinter forum suspension.Thank you for your understanding.Perfect World Support

Complaint: ***I am rejecting this response because: they are blaming it on a network issue even tho I can ping and connect to there servers fine even after the fact of me sending them the reports they have requestedThis is just a copy and past answer and they have not responded to my last updates on the ticket either Sincerely,Andrew***

Initial Business Response /* (1000, 5, 2015/06/19) */
Hello,
Thank you for the opportunity to respond to your issueWe have performed a final review of the account in question along with the investigation that was performed at the time, and it's our determination that the ban will remainWe
appreciate your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again PWE does not provide an ounce of proof that I committed the violationHow can I be understanding of the matter when I am being treated unfairly? I never changed emailI never changed my passwordThere was no evidence I transferred ownership of the account to someone elseI been the original and only owner of the accountAs stated in some of my tickets I have let friends log into my accountBut knowing the rules against thisI will promptly change my password, once reactivated, and make sure to prevent this from happening againBut this is not the violation I been charged withIf you can't reactivate my account for some reason, I offered to work with PWE to receive an alternative account with similar stats/gearsSo I can rejoin my family and friends that have asked me to come back after my hiatus from first attempting to get unbannedSince I been away from the game, I am willing to spend more money to update my characterBut even so this company has not proposed a fair solution
I have spent over $15,on the gameLooks like it was not enoughAnd it all went down the drainLet it be known for any fellow players, that they will take the word of other players that spend enormously on the game and permanently ban you if they don't like you and report youAll that time and money that you put into the game? Gone in an instant, with zero evidenceFor every report that you received against me I can show many more saying that I am the original owner and that I did not sell the accountThis is a blatant abuse of the report a player system, that allows enemies and rival players ban another player unjustlyThey listen to a few players without doing a proper investigationThere are members of said faction that reported me that have now joined my faction, that have admitted that a campaign was set out against me during that time to get me banned falselyIf you would like me to give you names of these playersI can do so privately
Nevertheless, I advise current and prospective players to beware of this companyExtremely unprofessional companyI been a loyal customer, supporting them through the years monetarilyEncouraging other family and friends to play and support the companyMany still do, and are extremely distraught at the companyThey too now fear for their accounts, and are angered at being betrayedI am an important member of the dominant faction on the Heaven's Tear factionWith many of the highest spending and loyal playersYou can read the tickets they sent in on my behalfThey have freezed their spending indefinitely until I have been rightfully un-banned, regaining their trustYou are choosing not to listen to their pleas by ignoring mineThis game is losing their player baseAnd have recently implemented an incentive program to get old players backI am one of those old players trying to get back but is prevented from logging into my accountAnd they are due to lose more players from this situation
To be treated like this makes me sick to my stomachMy friends and I agree PWI puts out a great productBut they seem unable to match that product with any sort of decent customer supportWhat good is a product if you can't play the game or feel safe playing the gameOr feel like you can't get your issues resolved in a fair and prompt mannerI seen how many players knowingly break rules and given a second chanceI have not committed the violation they have charged me with and was not afforded a second chance
How this company is accredited through Revdex.com is unbelievableI implore the Revdex.com to investigate their business practices, and re-evaluate their accreditationTo literally steal the money I put into my account, is incomprehensibleI am not trying to recoup the money I spent on the gameI just want my account back
Final Business Response /* (4000, 14, 2015/07/20) */
Looking at the account, we judged that it appeared to have been legitimately banned for an account sale two years ago on 7/23/2013, which is and always has been expressly against our terms of use as accounts are strictly non-transferrableIn addition to large IP changes, the account was registered from another country than it is now played from, with sporadic logins from other countriesAdditionally, the account was registered under a name other than that the customer has provided to the Revdex.com
Now, I'm going in to a little more detail than usual here in an attempt to help you understand the nature of account sharing, and I ask that you please not provide the specific details below to the customer as they are confidential and we do not wish to share the criteria that is used to determine account sharing as users will find ways around it
The account has not actively billed or spent money with us since 2011, which is also when it was last played in the country it was registered: NetherlandsAfter that time, the accounts IP switched from being Netherlands based to being primarily US based, with sporadic logins from the UKThe logins from the US/UK strongly indicated account sharing as the login times between those IPs was mere hours - less than that of even the fastest international flightsThere are additional logins to the account from places such as Russian and Serbia, again with logins in such timeframes that it would be impossible to travel to those countries and then access the account in those timeframesDuring the timeframe that the account switched from the Netherlands, the e-mail account associated with the game account was also changedBased on this information and given the length of time that has passed *** the account was banned, we opted to uphold the ban
*** *** Senior Manager, Customer Service & Billing
Final Consumer Response /* (4200, 20, 2015/07/21) */
I am well aware who reported wereThey are the leaders of the *** factionTheir in game names are:
***
They most likely got their whole faction to mass report meFurther proving that this whole ordeal was a scheme to get me banned to give their faction an advantage, and to attack me as a personA former *** officer: ***
Reported me as wellBut he left that faction, but will disclose information about itIf you would like to contact himHe will tell you the elaborate plan to mass report me falsely to get me banned

Hello,Thank you for your follmessageUnfortunately, any applicable zen, fees and other charges are non refundable and furthermore, the account 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

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 harassmentWe encourage you to keep submitting tickets reporting possible violations with as many details as possible.Thank 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 about this issue was sent to you on JAN regarding the discarded enchantment.Thank you for your understanding.Perfect World Support

Complaint: ***I am rejecting this response because: the response offered no resolutionI wish to have this conversation move to resolution not just "nothing can or will be done."Sincerely,Zachary***

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 openAfter review, it appears that this issue was resolved through your support ticket
and you were able to successfully redeem the codeWe apologize for any frustration that may have been caused
Perfect World Support
Initial Consumer Rebuttal /* (2000, 18, 2016/01/14) */
the subject matter has been resolvedNo need for further escalation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as both of my accounts were unbanned, I was proven correct that account sharing is NOT against the terms of service I agreed to and am happy to regain access and from my knowledge assisting their support team in finding a new method to find the total amount of zhen of the lifetime of the account via GM Console command d_money
Thank you for your assistance in resolving this matter.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/02) */
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 gameplayThe use of programs
which automate the actions of our games (i.e., botting) is expressly prohibited by our Terms of Service (http://www.perfectworld.com/about/terms) to which you agreed upon creating this accountSection 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 and you should be able to log in again, however, please be sure to familiarize yourself with our Terms of Service to avoid future violationsKeep in mind that further violations may result in additional disciplinary action, up and including permanent account closure
We will not be able to replace or grant any items that could not be claimed while the account was banned nor will we provide an extension of VIP time on the account
Thank you for your understanding
Perfect World Support

Initial Business Response /* (1000, 5, 2015/06/19) */
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
In the support ticket that you submitted, and referenced in this case, we have repeatedly advised you that we will lift the ban on the account once you have updated the password ** something strong and uniqueKindly note that our most recent reply to your ticket was sent on June Any response that we send should be delivered to the email address on file for your account and if you believe you have not been getting our messages, we suggest checking any junk or spam folders you have
Please follow these guidelines when choosing a new password:** Do not re-use previous passwords!
- The password *** should be between to charactersIt should contain a random mix of uppercase letters, lowercase letters and numbers
- Do not share your password *** other playersThis includes family members, best friends, classmates, etc
To change the password *** visit https://www.arcgames.com/en/sign/trouble
When you have completed the password *** please update your support ticket and the ban will be removed once we confirm the changeThank you for your patience and understanding
Perfect World Support
Initial Consumer Rebuttal /* (2000, 9, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/07/30) */
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 we have already communicated in your support ticket with us the ban will last for seven (7) days after which you should be able to log in again and continue playingPlease keep in mind that this is the final warning on the accountAny further violation of the Terms of Service will result in permanent closure of the account
Perfect World Support

Complaint:***I am rejecting this response because: They still not give any positive proof and they talking about I break ToS but actually they breaking their ToS and Not providing service to customerI think while I'm PWE customer they have to give me proper service and satisfaction is matterBut they avoiding my mails and here also they not give any proof that show's I broke the ToS rule and Banned me for some personal issue that I Could not explain here but I can do with PWI and Revdex.com if they keep this is personal while PWI GM Navi not responding my email and I give all my explanation to him, but i'm just getting ignored there and now here also they doing same thing, can they give reason why they can't answer me in my mails?I Want proper response on my banned with valid proofI did not break any ToS rules which I can prove so I need my account unbanned ASAP.Sincerely,*** ***

Complaint: ***I am rejecting this response because: i
was told that my account has been permanently banned for account selling which is expressly prohibited in our Terms of Servicebut I did not account shareneither did I account sellthis is the 2nd time I bought rand made class mystic rank spend a lot of money on the game only to be banned again aweek later and told to make another accounti did not deserve this I was asked why was there someone logged in from new jersey within the monthi asked when and howgot a reply saying only that my account is banno proof that I sold, not to mention before any of this, I wrote the GM Navi not once but twice showing both times that I was still the only user of the accounteven told him why I was changing name and gender in game to afford dramabut I get ban again?this is unfairi did not what you guys say I did.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/02) */
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 appreciate your understanding in this matter
Perfect World Support

Revdex.com: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, 2015/07/15) */
Hello,
Thanks for taking the time to contact us regarding your concern with the Star Trek Online fraud prevention system
The Zen that you purchased was successfully credited to the account and was available from the time of purchaseEven
with the active probation status you were still able to use the Zen to purchase items from the C-StoreYou are correct and items bought while on probation will be bound to the account, however, as you mentioned there is a warning that appears prior to the purchase with the option to cancel it if you do not wish to receive a bound item
Whenever an account is flagged for probation, it is only temporarily and any restrictions that are placed on the account because of it will be lifted when probation endsWe take account security very seriously and believe that this system is a good means for helping prevent unauthorized activityWe also understand that it's something that will need constant monitoring and refining to help minimize the impact to playersWe are constantly adjusting the system to be as friendly as possible, and I will ensure that your feedback regarding your experience is passed *** to the developers
As a one-time only courtesy, since you have a long-standing account I have credited you with ZEN in Star Trek Online which is enough to repurchase the keys once your account is no longer on probationIn addition I have left the current purchase on your account so that you may still use the account bound keys you purchased personallyPlease do understand that this is a one-time exception only, and that we will be unable to grant any further exceptions of this nature moving forwardAlso, please keep in mind that we are unable offer you a refund for this transaction as the transaction itself was placed via Steam, and any and all refunds via steam must be handled directly by Valve Corporation
Regards,
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the refund and allowing me to keep the keys for opening lock boxesAfter reading multiple times that it is the company's policy not to refund items purchased with Zen that is account-locking items, I had already used them assuming I would not be helpedI appreciate that you have done so
I believe that your company is still exposing itself to fines from the FTC for falsely-advertising ZenWere you to purchase tickets for rides at a fair with real-world money and only told that they may not be used for roller-coasters until up to days have passed ** that the fair can be certain you aren't a crook, this would also expose the fair to such actionsThe warning should be clear, come before the point of sale for Zen, and give information on how to limit or reduce the lockout time (like not purchasing via Steam)
Having said that, when you add the failure to advertise to the fact that Steam users are clearly more likely to be targeted than those who use Arc, I also believe you are exposing yourself to a possible lawsuit from Valve under the Lanham Act
However, please note that I am providing what I believe to be useful information as a courtesyI haven't contacted the FTC or Valve with the screenshots detailing when and how the warning is given (after the point of sale), forum posts from numerous users stating they should not use Valve to avoid the fraud protection lockout, and details of the policies in place with Steam that make getting refunds for in-game currency impossibleShould you choose to reciprocate my courtesy with bonus Zen and a lifetime subscription to STO, I believe this matter would be closed to everyone's satisfaction - though you should really change this policies moving forward to limit your exposure and because it is the correct consumer-friendly action to takeI like your products and do not want to see Perfect World's hands forced by the FTC and/or ValveIn any case, resolving the issue with me is much simpler
Final Business Response /* (4000, 9, 2015/07/24) */
Hello,
Thank you for your follmessageWe appreciate your feedback regarding the probation system and will be sure to pass *** your suggestions to the development team for further consideration on how to make the experience better for all usersWe will not be able to provide additional Zen or a Lifetime Subscription and we appreciate your understanding
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Requesting they compensate me for pointing out their legal exposure was just a long-shotI thought they might be grateful and hook me up with in-game funds (that cost them nothing) for this, but they did not - and that's fine
The reason this isn't resolved is that they haven't changed their false-advertising practices and other users will purchase zen without being told about the limitations on the service BEFORE the point of sale