Perfect World Entertainment

Initial Business Response /* (1000, 5, 2015/07/09) */
Hello,
Thank you for the opportunity to respond to your issueWhile we apologize for any frustration caused by the removal of items from your guild's bank we are unfortunately not able to replace them for youIt is the responsibility of
guilds and guild leadership to make sure that the proper bank permissions are set and the correct members receive those permissionsWe will conduct a thorough investigation into the player you claimed took the items, however, due to privacy concerns we cannot discuss any action that may be taken
We appreciate your understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is perfect worlds response to everything that is asked of themIts not good enough and we as a guild understand what there saying but some of the items cost us real money how do they propose that we manage what someone is like when u cant see themWe as a guild take care and as asked we give all players respect and fair goAnd y cant perfect world pay us back its all loged so they will know what was taken again another walk over by a company that's prepaird to take other peoples money and give nothing back in returnSo I should ask for my dollars back that way they can delete my account and keep the items that were stolen
Final Business Response /* (4000, 9, 2015/07/24) */
Hello,
Thank you for your follmessageAgain, we apologize for any frustration caused by this issue to you and your guildmates, however, we will not be able to replace any itemsWe 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, *** ***

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,*** ***

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,*** ***

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

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,*** ***

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

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,*** ***

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,*** ***

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

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

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, 2015/11/04) */
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

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!

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, 6, 2016/02/01) */ Hello, Thank you for the opportunity to respond to your issueYour account was banned 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 Service (http://www.***erms)We have reviewed the account and determined that the ban will remainThank you for your understandingPerfect World Support Initial Consumer Rebuttal /* (3000, 9, 2016/02/02) */ XXXXXX-XXXXXX this is the reply from arc yet no proof stating elaborate schemesFinal Business Response /* (4000, 14, 2016/02/04) */ Hello, Thank you for your follmessageThe account will remain banned due to purchasing Astral Diamonds from a third-party site which is against our Terms of Service (http://www.***erms)We appreciate your understanding in this matterPerfect World Support Final Consumer Response /* (4200, 23, 2016/02/08) */ Hello, Thank you for contacting usYour 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 seven (7) 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.***erms to avoid any additional violationsKeep in mind that future violations may result in additional disciplinary action up to, and including a permanent permanent ban from NeverwinterUsing 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 cardWe appreciate your understanding in this matterRegards, *** *** Specialist Game Master Perfect World Entertainment http***.com/ - See more at: This response was given to a freind on 12/28/I have received a day ban the second offense is a day ban not a permanent ban again seems biased behavior as selected users get their accounts back for actually purchasing millions from third partys get rewarded with release of the ban