Trion Worlds, Inc.

Initial Business Response /* (1000, 5, 2015/08/04) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled RIFT(r).
The consumer is unable to access his account and complains that the ban was unjustified. He also requests...

a refund.

An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reason. Section 8 states that:

"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reason. For purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA. Once an account terminated, it is no longer billed.

Further, Section 12 of Trion's Terms of Use states that "Any act that Trion considers contrary to or inconsistent with the "spirit" of the Game" cannot "be construed as "fair" and are considered serious violations of the Terms of Use." Trion's Customer Service team determined that the player posted comments on social media, which they considered inconsistent with the "spirit" of the Game and constituted a violation of Trion's Terms of Use.
As a result, Trion's Customer Service team banned the player's account.
Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
Accordingly, Trion is within its right to deny a refund.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to RIFT's continued operation.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept their response, based on the last sentence of it. They say "players comments and criticisms are welcomed, and trion believes that such feedback is integral to rifts continued operation" I do not know if that is part of their statement, but that is exactly why I was banned. Voicing my criticisms over their newest and imo blatantly greedy content expansion. Yes I used unsavoury language and even called them names, but it was simply very poorly thought out negative criticism and to be banned for it seems like they just wanna play god in their little world. After the ban I took the time to write out an intelligent apology and listed politely my issues with the game which I posted on their game forum. Within 24 hours it had been removed and I was also banned from the forums for "toxicity". So no I do not accept their response at all
Final Business Response /* (4000, 9, 2015/08/20) */
Trion regrets any inconvenience experienced by the customer. However, due to the reasons stated earlier, a refund will not be issued. That being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game.

Initial Business Response /* (1000, 5, 2015/09/24) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer complains that a 10% marketplace discount was promised but not delivered, in addition to...

bugs and botting issues.

An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
In addition, Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the game. Specifically, Section 7 of Trion's Terms of Use states that Trion retains the unfettered right to modify the game:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s). You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
These terms give Trion broad latitude to make changes to the game.
Notwithstanding the terms described above, Trion endeavors to ensure that customers have the best experience possible with its games. To that end, Trion has and continues to address customers' concerns, including the implementing the following changes: granting customers a grace period for the time they spend waiting in server queues, installing and implementing additional overflow hardware to alleviate the long queues, further reducing wait times for customers who purchased the ArcheAge Founder's Packs, resolving Patron issues to ensure all those who purchased Patron time receive their benefits and removal of Patron time from players who did not purchase it and an additional bonus Founder's Pack was given to all founders Further, players with Patron status have priority access to server queues.
Trion sincerely apologizes for any confusion regarding the 10% discount on ArcheAge(r) Marketplace purchases for participants of the Patron Program that was mentioned in a June 25th news article. The phrase "available after launch" was intended to mean that this benefit would take effect "sometime after the game's official launch," immediately upon its completion by the game's developer. However, because Trion was uncertain as to when this benefit might become available, we chose not include it in any of the advertising, nor in any of the purchase flows.
That said, Trion is aware that certain users had interpreted the news article to mean that the benefit would be available immediately upon launch. Trion holds itself to an exceedingly high standard, and seeks to address its users' concerns as expediently as possible. To that end, in an effort to address this misunderstanding, the moment it appeared that the original benefit would not be forthcoming in what we deemed to be a reasonable period of time to keep our customers waiting, Trion immediately implemented a substitute solution under its exclusive control as quickly as possible.
Instead, Trion adopted a comparable solution that could be implemented far more quickly. Accordingly, Trion has retroactively granted all participants of the Patron Program who purchased a Credit Pack after Head Start (September 12, 2014) an additional 10% credit grant, and will continue to do so for all future Credit Pack purchases made by participants of the Patron Program.
We absolutely do regret the confusion around this benefit, and will be taking its lessons to heart for future partnered products. Subsequently, the 10% credit grant is a benefit for participants of the Patron Program.
Trion's EULA, which every person who plays ArcheAge must acknowledge and agree to, specifically states that Trion does not promise that the game will operate error-free, nor does Trion ensure access to the game at all times:

"Trion does not ensure continuous, error-free, secure or virus-free operation of the GameClient, the Game, Premium Content, your Account or continued operation or availability of any given server...
Trion is not liable for any delay or failure to perform resulting from any causes beyond its reasonable control. Further, Trion cannot and does not promise or ensure that you will be able to access the Game, Premium Content, and/or your Account whenever you want, and there may be extended periods of time when you cannot access the Game, Premium Content, and/or your Account."
These terms alert customers to the fact that it is customary to experience some bugs and server delays at times, and that these issues should be anticipated, particularly during the game's launch.
Finally, use of unauthorized third-party software violates Trion's Terms of Use. Section 2 of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience:
"You agree that you will not, under any circumstances ... use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience."
This alerts consumers that use of the service and game is only granted so long as the terms are not violated. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software.
Trion regrets any inconvenience experienced by the consumer. However, due to the reasons stated earlier, a refund will not be issued. That being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They're simply spewing rhetoric garbage to explain how everything they've done was "legal". This doesn't satisfy the continued ineptitude the company continuously provided its customers. Just recently they server "evolutions" which was their fancy term for server merges because their waning population on many servers needed a boost plus cutting costs of maintaining dead servers. This launch with the new servers failed horribly as your login servers couldn't handle the load. They were quoted as 10% of the people were able to log in and claim land. This is not the first time their login servers failed horribly. The Auroria launch months prior had similar issues. Just recently on the forums Trion's Director of Community Relations Linda "Brasse" Carlson defends Trion from their faults by demeaning their customer base and in essence telling them to toughen up buttercup that players from other games wouldn't whine over them failing to provide the service being paid for. Many posts inquiring for more details were subsequently removed and many player accounts were banned for pointing out the complete disregard and lack of professionalism from one of its employees. http://[redacted] Includes a SS of a few of this director's comments with a reply from disgruntled customer that was banned after posting. The company is a money grubbing joke with an infinitesimal regard for its customers.
Final Business Response /* (4000, 9, 2015/10/22) */
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the game. Specifically, Section 7 of Trion's Terms of Use states that Trion retains the unfettered right to modify the game:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s). You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
These terms give Trion broad latitude to make changes to the game, including changes to servers.
Notwithstanding the above terms, a limited number of servers were merged. The merger is an evolution of the game and was intended to be beneficial for all players. For those players involved in the merge process, virtual items were packed up into the character's inventory to prevent destruction. Land owners received an additional compensation package.
Trion regrets any inconvenience experienced by the consumer.
Trion has and continues, in good faith, to provide players with the best possible experience with its products and where technical or other issues arise, Trion makes every effort to provide appropriate solutions and/or responses.

Initial Business Response /* (1000, 5, 2015/06/22) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The customer is unable to access his account and complains that the ban was in error.

An MMO video...

game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. As with any MMO launch, ArcheAge has experienced some bugs and known issues.
Section 2 of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. However, the monitoring software does affect a small number of legitimate accounts. A small percentage of banned accounts have been previously compromised. These legitimate accounts are unbanned as quickly as possible. The customer's account was erroneously banned on June 3, 2015 and then restored on June 4, 2015.

Trion sincerely regrets any inconvenience experienced by the customer. Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.

Initial Business Response /* (1000, 5, 2015/12/21) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of massively multiplayer online games (MMO).
The customer complains that her son made several unauthorized purchases on her account after an initial authorized purchase and...

requests a full refund.

An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, requires minors gain parental and/or guardian permission to open and use all aspects of the account, as such it is the parent/guardians responsibility to monitor such account usage. Further, Trion makes clear that upon the purchase of any subscription service, games, or virtual items and acceptance of the terms of the order Trion is not obligated to offer any refund for such purchases. In particular, the terms in Section 12(E) specifically states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
On this basis, Trion is within its rights to refuse a refund.
Notwithstanding the above, Customer was granted a refund on purchased credits which had not been used. Further the account has been closed to ensure no further charges will be made to the account. Trion endeavored to ensure customers have the best experience possible with its games.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to its continued operation.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is in Trion worlds T&C's that they don't have to give a refund and they did give us a nominal refund however a twelve year old child should not have been able to make these purchases. Trion world has a moral obligation to ensure that every single person using their system should know and understand that they are spending real money. They should ask after an initial purchase if the user wants their credit card details stored so that they can be used again for future purchase. A user should not be able to use somebody else's credit card without the person who's card it is authorising every single purchase. No twelve year old is going to read or be able to understand their t&c's and I'm sure they make them complicated on purpose. Can Trion world honestly say that they gave value for money in the prices they charged my son for playing a game? Can they honestly say they would have spent that amount of money themselves to play the game? Trion world have a moral obligation to ensure that when people spend money on their product that the people are aware and actually want to spend that money. If somebody can spend the money without knowing it then that is theft. The way they've set the game up it's designed to defraud people out of their money. They may have the details in their small print but that doesn't make it morally or legally acceptable.
Final Business Response /* (4000, 9, 2016/01/05) */
Trion Worlds, Inc. ("Trion") owns and operates the massively multiplayer online game TROVE(r).
The consumer complaint reiterates her initial complaint and requests a refund.
As stated previously, Trion is entirely within its rights to refuse a refund per Trion's Terms of Use. As the parent/guardian of the player, it is the consumer's obligation to read the entirety of Trion's Terms of Use prior to allowing use of Trion's games by her son, which she has admitted allowing.
Furthermore, when consumer initially submitted her payment information, she agreed to allow retention of the payment information, here a PayPal account, for in-game purchases. To be clear, Trion's submission process for payment information allows for several options, particularly with payment information related to PayPal accounts and requires confirmation of consumer's agreement to such submission. One such option is to authorize PayPal to make payment on behalf of the consumer on a one-time basis only. Here, the consumer specifically chose not to select that option.
Despite having the legal authority to reject any refund request by consumer, Trion has previously refunded a portion of the amounts paid and no further refunds shall be granted in this matter,
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to its continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®.The customer complains that two accounts were banned and he requests access to his accounts.An MMO video game is one that can support a large number of players...

simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion’s Terms of Use and EULA and customers are made aware of this prior to purchase.Trion’s Terms of Use ([redacted]), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reason. Section 8 states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reason. For purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA. Further section 12 of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.”.  The player’s accounts were banned on December 23, 2017 and one on December 25, 2016. The accounts were found to be running third party programs used to bot or hacking in ArcheAge, in violation of the terms stated above. Due to the reasons stated above, the player’s accounts will not be reinstated.Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to our games’ continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®. The consumer states that his account is banned and request access to his account.According to Trion’s Customer Support team, the player’s account is not...

banned and  last logged in to his account on July 15, 2017. However, there were no login attempts since that date. If the player continues to experience issues, the best course of action would be to submit a support ticket ([redacted]).Trion welcomes players’ comments and criticisms, and believes that such feedback is integral to ArcheAge’s continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled [redacted]®.
 
The customer’s account was banned and he requests access to his account.
           ...

                                        ...⇄
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion’s Terms of Use and EULA and customers are made aware of this prior to purchase.
 
Trion’s Terms of Use ([redacted]), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reason. Section 8 states that:
                                        ...⇄
“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reason. For purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA.”
 
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA. Once an account terminated, it is no longer billed.
 
Use of unauthorized third-party software violates Trion’s Terms of Use. Section 2 of Trion’s Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience:
“You agree that you will not, under any circumstances … use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience[.]”
 
This alerts consumers that use of the service and game is only granted so long as the terms are not violated. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. Trion’s Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error.
Due to the reasons stated above Trion cannot grant the consumer’s request for access to his account.
 
Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to [redacted]’s continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games ([redacted]) entitled [redacted]®. The customer is unable to access her account and complains that the ban was in error. An [redacted] video game is one that can support a large number of players...

simultaneously and where players can cooperate and/or compete with each other on a large scale. As with any [redacted] launch, [redacted] has experienced some bugs and known issues.Section 2 of Trion’s Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience.  Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. However, the monitoring software does affect a small number of legitimate accounts. A small percentage of banned accounts have been previously compromised. These legitimate accounts are unbanned as quickly as possible. The customer’s account was erroneously banned and was restored on June 14, 2017.Trion sincerely regrets any inconvenience experienced by the customer. Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to [redacted]’s continued operation.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®. The consumer also submitted a complaint under the name [redacted] July (consumer complaint #[redacted]). In both this complaint and the one under [redacted] July, the...

consumer is unable to access his account and complains that the ban was in error.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. Trion’s Terms of Use [redacted]), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reason. Section 8 states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a [redacted], will not be reactivated for any reason. For purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable [redacted].”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or [redacted]. Once an account terminated, it is no longer billed.Further section 12 of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s account was banned because he attempted to defraud Trion’s Customer Support, an act that is considered a serious violation of Trion’s Terms of Use.Trion sincerely regrets any inconvenience experienced by the customer. Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge’s continued operation.

Initial Business Response /* (1000, 8, 2015/08/21) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer complains that his account was hacked and was not able to obtain bonuses promised upon...

purchase of Silver Founder's Pack.

An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of the terms of these agreements prior to purchase.
Section 2 of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. However, the monitoring software does affect a small number of legitimate accounts. A small percentage of banned accounts have been previously compromised. These legitimate accounts are unbanned as quickly as possible.
The customer's account was erroneously banned on September 15, 2014. The player contacted Trion's Customer Support Team on January 17, 2015 to recover his account but did not complete the steps required for recovery. The customer again contacted Trion's Customer Support Team in July, 2015 and was able to secure his account and have it unbanned. However, the customer did not indicate any missing items from his account. The customer is urged to submit a ticket for any missing items.
Trion's policy regarding refunds, found in Section 12(E) of Trion's Terms of Use, specifically states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
Accordingly, Trion is within its right to deny a refund.

Trion sincerely regrets any inconvenience experienced by the customer. Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.

Complaint: [redacted]I am rejecting this response because:
First, I have not conducted any fault gold gains in the game. Second, they were keeping refuse give out any strong evidences to explain my fault gold gains which I never have done in the game. The response they gave this time is exactly same as the latest time they provided in the appeals.
Apparently, They did not care about they customers, they stated “TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU.” Does this means they can do whatever they want to their customers? I spent lots of time and money on this character ([redacted]), all of sudden they banned my account and took everything away without any strong evidences. And I kept appealed, they always gave official rewritten phrase to response my appeals. Do they care about customer rights at all?
In addition, they also banned my alt, character name is “[redacted]”. Every single gold I earned in the game is either by doing traderun or in [redacted] or with my alt which is allowed. I have no idea what is my fault goldgain came from? At least, they need to tell me what I did cause the “fault goldgain”, so I won’t do that again in the future. If they won’t able to give any reasons, they should release my account and my alt account. I believe my request is fair enough.
I highly appreciate your time and help.Sincerely,[redacted]

See Attached

Initial Business Response /* (1000, 7, 2015/06/05) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer complaints describes inappropriate posts from other players in the game forum and...

requests action against these inappropriate posts.

In addition to the terms stated previously, Trion's TOU grants Trion broad discretion with respect to taking disciplinary action against a user:
TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU.
Thus, Trion has full sole discretion, to take disciplinary action as it deems appropriate for violations to its TOU or EULA. Disciplinary action can range from a warning (which has no effect on a user's account), to an infraction, to a temporary suspension, to a permanent ban (terminating a user's account). The level of disciplinary action is directly proportional to the severity of the violation.
Trion always endeavors to respond to its players' concerns and criticisms in a constructive manner. Accordingly, Trion's Customer Support has been alerted to the issue raised by the consumer.

Trion values your feedback and continued support, and encourages the consumer to continue to report inappropriate content and will address those concerns to the extent possible.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So what I am seeing is you can delete someone's account for complaining or for any reason you want. But you do nothing about extreme [redacted] chat not just someone dropping the F bomb but explaining a sex act in detail. I have reported the same person to you more then 6 times now and as of yesterday he was still doing it but yet he is allowed to continue posting these detailed sex acts by Trion. Thus this person is being allowed to continue this once or twice a week every week without fail. I have actually stopped reporting him even though his actions continues since it does no good because Trion seems to want to allow detailed sex acts in their chat. I am very confused about what Trion now considers sexualy explicit language! It can not get more explicit then what is being said by this one person. Since he is being allowed to continue doing this does that mean he is a rich customer or a family member or friend of someone at Trion? Why have the ability to report someone when you do not intend to stop the explicit sexual language in your trial chat?
Final Business Response /* (4000, 11, 2015/06/23) */
Trion makes every effort to take disciplinary action, as it deems appropriate, for violations to its TOU or EULA, where reports or violations can be confirmed. Trion values your feedback and continued support, and encourages the consumer to continue to report inappropriate content and will address those concerns to the extent possible.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
[redacted] these two accounts are my application 2. I share a computer with my friends. [redacted] This account is my application, my friend does not understand English, so I apply for. 3. I play archage na also has half a year. First of all, I did not deceive Trion world, this thing really exists. My friend knew I was in 2017.512 my account ban was lifted. Because we had some contradictions on the 18th night because of some things. He knew that the purchase of illegal gold coins and illegal trade will be judged as illegal transactions. The code of the offender is punished by Trion world. I have decided that Archage NA will accompany me in the future. I know that buying illegal gold coins will destroy the game balance, my friends buy illegal gold coins in ** to buy [redacted] and mail to me, trying to let the system to determine my illegal trading. I did not use and sell both [redacted]. I just want to make it clear that I am innocent, I am the owner of the account and did not participate in these illegal operations, please you can believe me. I did not try to deceive Trion. On the record you will judge that I am trying to cover up these things, but please be able to think about this matter in the perspective of a victim. These illegal operation is not my operation, is my friend login my account for these illegal operations. 4. Because of the ban, I missed a lot of activities, now ready to 3.5 version, and have recharge 49.9USD activities, please also Trion believe me, in the future I only through the purchase to [redacted] exchange gold coins, do not carry out any illegal activities to destroy the game balance. 3.5 is an exciting version, I hope to use my account to fight. I hope my account can be lifted. I'm ready for usd before 3.5 to buy [redacted].

Initial Business Response /* (1000, 8, 2015/10/23) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
Consumer requests a refund and roll back of services due to an allegedly faulty implementation of an...

update to ArcheAge.
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to use.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may makes clear that Trion is not obligated to offer any refund for any reason, that Trion retains the right to modify the game and that Trion does not warrant that the game will be error free. Specifically:
Section 12(E) states that,
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON"
Section 7 states that,
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s). You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
Finally, Section 20 makes clear that,
"THE SITE, EACH GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) AND THE SERVICE ARE PROVIDED ON AN "AS IS" "AS AVAILABLE" BASIS FOR YOUR USE, WITHOUT WARRANTIES OF ANY KIND... TRION DOES NOT WARRANT THAT THE SITE, YOUR ACCOUNT, A GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) OR THE SERVICE WILL BE AVAILABLE, UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED..."
Notwithstanding the terms described above, Trion endeavors to ensure that customers have the best experience possible with its games. To that end, the issues with the update were addressed and a solution implemented. Further, the customer's account was rolled back to address and is once again available to him.
Trion sincerely regrets any inconvenience experienced by the customer. Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have worked with the company to find a reasonable solution to this issue. Although a refund was not granted, the game was restored to a proper working state.

Initial Business Response /* (1000, 5, 2015/12/21) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled Defiance(r).
The customer's account was banned and requests the ban to be lifted.

An MMO video game is one that...

can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reason. Section 8 states that:

"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reason. For purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA. Once an account terminated, it is no longer billed.
Use of unauthorized third-party software violates Trion's Terms of Use. Section 2 of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience:
"You agree that you will not, under any circumstances ... use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience."
This alerts consumers that use of the service and game is only granted so long as the terms are not violated. Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party software. Trion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error.
Due to the reasons stated above Trion cannot grant the consumer's request for access to his account.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to Defiance's continued operation.

Complaint: [redacted]
Dear Trion,
 
Sorry but your response is inadequate. I understand that you are, per the terms of service able to ban an account for 'any reason or for no reason at all'. The problem I am sure you can see is that if you start banning people's accounts for no reason at all people who spend a significant amount of money in game would be less inclined to do so and therefore it would stand to reason that you would generally only ban an account with good reason. I also do not argue the fact that using a third party program would warrant such measures. My specific problem is I know I did not use a third party program and that if something is installed on my computer that would give you a false positive as has to be the case in this instance then I need to know what that program is. In all your communications with me you have indicated that I am welcome to start a new account and play again following the terms of service. I am sure you can see my problem here is that I WAS on my account already following your terms of service and DID NOT use a third party program. So as you can see the problem remains how can I start a new account with my same computer with all the same software I was previously running and put in the time and money into it just to have you again get a false positive and effectively steal all my money and hard work for 'no reason at all'. 
In one of your many automatic responses to me you all but admitted you may be mistaken
"Unfortunately we will be unable to provide any additional information such as what we detected or how, as this information may be useful to those who wish to circumvent our investigation. Rest assured I'm not saying you would do such a thing, but as it is possible, we cannot take that risk."
That is completely [redacted], I am not asking for your investigation method I am asking you for the name of the program that I apparently already used, being as you have banned my account for it you clearly think I already have this information therefore telling me what it was does not in fact expose anything in your supposed 'investigation methods' Your refusal is only adding weight to the argument that I did in fact NOT use any such program and therefore you have banned my account 'for no reason at all'. If you can't tell me or anyone else what program is causing false positives how can anyone correct the problem and continue playing your game, spending time and more importantly money in trust that you will treat with them fairly. I have been a loyal player I have bought many paying players to your game and frankly at this point regret deeply that I may have put a friend at risk of theft from a provider I once trusted. So I will repeat my request that you either provide information regarding the program that I allegedly used so that I can remove it from my system or reinstate my account, as though you are able to ban accounts for no reason it is not in the best interest of a game that requires a certain level of trust from its players to spend their own money on it. Also would be great if we could get more then a auto reply. 
Thank you

Initial Business Response /* (1000, 6, 2015/10/13) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of massively multiplayer online games (MMO).
The consumer complains that his credit card and account contains unauthorized charges in excess on one thousand dollars in the...

month of September, 2015. Our records indicate that the alleged unauthorized charges are consistent with charges made to the account between June and August. Furthermore, the charges are traced to the same IP address for all months between June and September.

An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of the terms of these agreements prior to purchase.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that upon the purchase of any subscription service, games, or virtual items and acceptance of the terms of the order Trion is not obligated to offer any refund for such purchases. In particular, the terms in Section 12(E) specially states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
Accordingly, Trion is within its right to deny a refund.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to its continued operation.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The customer claims he purchased the "Archeum Founder's Pack" and claims he did not receive the items...

as pictured, the included discount, or experience that he paid for, including accessibility issues arising from server delays. Customer further alleges that his account was unfairly blocked. Customer requests either a full refund or reactivation of his account.
An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scale. The game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase.
Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion My terminate a players account for any reason. Section 8 states that:

"TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU. Accounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reason. "
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA. Use of unauthorized third-party software violates Trion's Terms of Use. Section 2 of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software:
"You agree that you will not, under any circumstances ... use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience."
Trion further retains the right to make changes to the gain entirely at their discretion. In particular, Section 7 states that:
"You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s). You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..."
Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued:
"YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."
These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA.
Here, the customer's last purchases were of a 3 month subscription and in game credits. It was found and confirmed that the customer engaged in the use of automation software (bots). Customer's account was receiving gains from 5 other bot accounts, all of which were running from the same IP address and same guild. Furthermore, Customer's account was also associated with 9 bot accounts in September for which action was taken as well. Trion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error.
Due to the reasons stated above Trion cannot grant the consumer's request for access to his account or any refund for alleged purchases.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Trion claims "It was found and confirmed that the customer engaged in the use of automation software (bots)." it then states "Customer's account was also associated with 9 bot accounts in September for which action was taken as well".
I have never engaged in botting activity in my account, neither have I dupex apex, honor exploited and other things like that that have earned people temporary bans.
Trion also states I was associated with bot accounts, I was associated with several people in this game, if they did anything, ban them, and even tho I did nothing against EULA, my account is unfairly target and handed the harshest of penalties, a permanent ban.
As a paying customer from Trion, I believe I have been mistreated by them, and I will not take their offer of continue playing the game in a new account, business practices like that is why most of their player base eroded, and as a "Trailblazer", how they call people that purchased their most expensive launch pack, it seems my time and dealings with them is now over too.
Final Business Response /* (4000, 9, 2015/11/03) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
Customer claims that he has never engaged in the use of any bots on his account.
As a courtesy, Trion has reviewed the data once again with regards to this account. Given that the prior mentions accounts are affiliated with the same IP address, it is our determination that they are indeed botting accounts and that the actions taken by this customer were, as previously explained, in violation of Trion's Terms of Use.
As such, Trion decision as to this player's account is unchanged.
Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation.
Final Consumer Response /* (4200, 11, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Trion claims I have used bots, but has not presented any evidence that my actual account has done such acts, other than claiming accounts near my IP Range or same IP had done some botting activity, and forgot to take into account, that not all people are hermits or live alone, several people in my building share the same IP, not to mention, I'm usually behind a VPN service for latency reduction, like WTFast or Battleping.
The company has not proposed any kind of solution, neither has accepted my requests for a full refund or access to my account back.
After over a year supporting the company, including a trailblazer account, it seems it was all for nothing, while people who duped apex, honor exploited and a lot of other things got handed temporary bans.
The company has no proposed any kind of solution and it seems that is unwilling to compromise from it's original position.