Perfect World Entertainment

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

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,*** ***

Thank you for your follmessageAs we stated previously, a final review was performed on the account(s) 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 matter.Perfect World Support

Complaint: ***I am rejecting this response because: PWE does not have to discuss details of the other player's account because I am aware of what has transpiredThere is an inconsistency in the treatment of players who have allegedly breached the TOSThe '***' player account on Twilight Temple remains banned for account sharingHowever, I have reported other cases of the same breach where no actions have been taken against the accountsI also have screenshots showing this ban of the '***' account comes from a malicious player '***' who targeted multiple players with whom he has a vendetta againstThis player has breached the TOS for player harassment but also has not been penalisedI am arguing for the selective and inconsistent treatment of customer accountsThis has been raised via forums and PWE FacebookThe owner of '***' has not been successful in getting her account unbanned despite submitting private security information, including email correspondence between herself and PWE, to staffShe has also had her access to Arc removed so has to resort to using email to open ticketsSelective and inconsistent treatment of customers will only breed customer dissatisfaction, especially where formal methods of seeking resolution are blocked. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I am more than able to produce multiple players currently within the game that are playing on bought accounts, but the GM's overlook the multiple complaints they receive from players regarding them To single me out for something that I did not even do which IP records can prove along with bank statements is beyond ridiculous and shows how careless their business practices actually are I still reject their response and demand something to be done about it They can refund me the money I've spent or return my account which was wrongly banned I did not waste my effort in real life working to put money into a game to be banned for no reason whatsoever. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/02/05) */
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 February regarding the status of your account
Thank you for your
understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today monday feb 2:pm pacific I am still unable to log into the game, it still says that I a m bannedI did receive a message from you on feb 5th saying that effective immediately my account would be released and my ban lifted, it said that I should be able to log in again and play but obviously I still am unable to log in, I wrote back right away on that same day letting them know I still could not log inIt is now almost weeks that I have been unable to play even though I did not purchase AD from a 3rd party, every single day I loose access to a daily enchanted key which is the equivalent of zen per key per day, this translates pretty much loosing real money
Final Consumer Response /* (2000, 10, 2016/02/11) */
Today I finally was granted access to my account, although I lost almost weeks off playtime and enchanted keys due to a accusation, I am glad that I can finally log on and play again and requedt that this complaint be closed and considered resolved, not sure how I can do it myself as I could not see the option to close it

Complaint: ***I am rejecting this response because:Then I want to know what is the proof behind my banning, as well as a reason why some players can do whatever they want against the ToS and get away with itI know for a fact that Perfect World Entertainment, or at least the GMs that deal with customers, know all too well that many accounts are shared or bought, but they refuse to do anythingWhy do these players get away with it when others who are simply accused cannot even get a straight answer? It is indeed unlawful for the GMs to allow players to operate against the ToS at their will, and you know that. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
Thank you for the opportunity to respond to your issueUnfortunately we were not able to identify the transactions you are referencing or an account that they were made onThe best way to contact the support team would be to send
in a ticket using our website (http://support.arcgames.com/) after logging into your accountIf you don't have an account you can click on "Can't Sign In?" and follow the on-screen instructionsPlease be sure to include as many details as possible, including the transaction ID numbers and the email address that received the payment notifications
We apologize for any inconvenience this issue may have caused
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have noted NO to accepting their response as there is no resolution yetI have reached out to them as instructed thru their website however there were no direct customer service options in the menuI am waiting for a response and will provide you an update as appropriate if I hear from them
thank you
Final Business Response /* (4000, 20, 2016/01/28) */
Hello,
Thank you for your follmessagePer your support ticket with us, we can confirm that refunds were processed for the transactions you provided and should take between three and five business days to reflect in your bank accountWe see that you brought up some additional concerns in your support ticket and a reply was sent to you on January If you have any further questions, please feel free to update the ticket
Perfect World Support
Final Consumer Response /* (2000, 22, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once I was able to communicate with the team at Perfect World, they were understanding and issued a full refund*** was the person I dealt with and he was quick and efficient with responsesThanks very much to Revdex.com for your help as I would never have been able to resolve on my own
With kind regards

oComplaint: ***I am rejecting this response because: They emailed saying I have an open request for my character which I dont and they are trying to clpae it I asked them not I need there help retireving my character Sincerely,*** ***

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

Complaint: ***Update:
Hello,
As a good gesture, I have rescinded my dispute about my *** transactions ($Case ID: *** Transaction*** and Case ID:***
Transaction ***Please give them 24hrs to credit account
Please reinstate account "***"
As you implied, I'm hoping to still find a resolution to my event due to the glitch I had originally with the transaction described on ***:
I kindly ask for the either of the following:
1- The Paradox Temporal Dreadnought Box be returned to me
Or
2-Compensate to me for the different ZEN transactions that took to buy me that shipAs of now was valued at least (if nor more) transactions valued at ZEN
AND
3- Please add an script to "sales" in exchange to "confirm" a sale (every other MMO uses a similar method to alert players of amount of final sale)
This is needed specially if sales over 100MIL so that it counteracts predatory theft that is rampart from the community
Thanks!
***
Sincerely,*** ***

Initial Business Response /* (1000, 6, 2015/12/16) */
Hello,
Thank you for the opportunity to respond to your issueYour support ticket regarding this issue has been referred to a senior GM for further investigationIf you have any additional questions or concerns we encourage you to update
your ticket and we will assist you there
Thank you for your understanding
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
hi after a very long time wast my guild leader contacted an in game gm and he saw the problem the way it is , he gave me the gear back at the last maint thank you very much for your help but i'm still disappointed about pwi gm support but any way thank you very much!

Complaint: ***I am rejecting this response because:
You made an agreementThen you backed out that is what I am mad aboutShe was required to pay me back to be unbanned which she didntThen was unbannedShe gets away with name shaming me cause she got caught. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/13) */
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, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I` ok with response, aldough I still do not admit I used any boting program or scriptThank you you can close the ticket now

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 will last for three (3) days after which point you should be 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 can confirm that we received your support ticket about this issue and multiple replies have been sent to you
Thank you for your 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 *** 2.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 was sent to you on MAR regarding the participation in the Tzenkethi Battlezone.Thank you for your understanding.Perfect World Support

Complaint: ***I am rejecting this response because: Perfect World made a statement regarding reimbursements and restoration of social media services
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 DEC 1.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
Thank you for the opportunity to respond to your issueWe apologize for any frustration that you may have experienced when participating in the Wonders of Gond eventWe have reviewed the event and its mechanics and it appears that
everything functioned properlyThe Creations of Wonder Pack that you opened does have a high chance of awarding the Apparatus of Gond mount, however, this is not a 100% guarantee
While we believe that our messaging and in-game descriptions are clear we will be happy to pass *** your feedback to the appropriate teams who are in charge of writing these types of things for NeverwinterUnfortunately we will not be able to provide a refund or award the mount to your accountWe greatly appreciate your understanding in this matter
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they are using a play on wordsThis was the only item that ever stated having a high chance yet there was only ever items in the trade store and if you look into it you will see that it is among the rarist items in the gameHow can it be a "high chance" if it is so rare? They are being extremely deceivingIf you look at the responses they gave to the other people using the Revdex.com, you will see that they have even been threatening people as well as insulting them in communicationsWhat is being done seems to fall word for word to the act of deceptive business practices
Final Business Response /* (4000, 14, 2015/07/16) */
Hello,
Thanks again for your feedbackWe understand your frustration with this eventPlease understand that The Wonders of Gond was a free event and while we understand that you were not satisfied with the event itself, we we have verified that you did not make any Zen market purchases during this timeAs such, we will not be providing any form of compensation
In regards to your suggestion that items display exact chances on them, a design decision was made by the development team to not do thisIf you'd like to suggest otherwise to the development team, they do actively read our forums and we would suggest that you address the matter thereHowever, for the purposes of this dispute, we are not able to assist with this matter, though we do very much appreciate your feedback
Thanks again
Regards,
Perfect World Support
Final Consumer Response /* (4200, 20, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not accept their proposed resolution because they have admitted to wrong doings while refusing to correct themThey advertised that there was a "high chance" yet openly admit there was only a 1% chance1% is not a high chanceTherefore they have openly admitted to deceptive business practices, advertising, and fraud