Trion Worlds, Inc.

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®. 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. 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.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.A small percentage of banned accounts are erroneously banned. These legitimate accounts are unbanned as quickly as possible. The customer’s account was erroneously banned and was restored on May 12, 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 ArcheAge’s continued operation.

Initial Business Response /* (1000, 7, 2015/06/09) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer complaints describes improper game play by another player, in violation to Trion's Terms...

of Use and Code of Conduct. The consumer 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 acknowledge and agree to, 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).
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 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, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cheater is still on the server. So if no refund is offered than I would like proof of the player being banned.
Final Business Response /* (4000, 11, 2015/06/22) */
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.
Final Consumer Response /* (4200, 13, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've paid in almost $200 to a game that allows cheaters

Trion Worlds, Inc. (“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®.The customer’s complains of connection issues due to DDos attacks and requests a refund of Patron time and other purchases during this period.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.While the game’s connection issues were intermittent throughout the month these issues did not render the game unplayable. Furthermore, analysis of the player’s log showed that the player was able to login normally with no issues. Regarding purchases, out of the 32,000 credits purchased by the player, all but 3,610 were used and a review of the player’s activity shows that all of the items purchases, were either used or sold by the player.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.Notwithstanding the above terms, 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. Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to our games’ continued operation.

Initial Business Response /* (1000, 8, 2015/07/02) */
Trion Worlds, Inc. ("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r).
The consumer is complains that if the game servers are combined, he would lose virtual items including...

virtual land and virtual improvements.

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 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.
Further, Section 12 of Trion's Terms of Use states that virtual goods have no monetary value:
"YOU ACKNOWLEDGE THAT THE VIRTUAL CURRENCY AND/OR VIRTUAL GOODS YOU ACQUIRE HAVE NO MONETARY VALUE AND CANNOT BE REDEEMED FOR MONEY, GOODS, OR OTHER ITEMS OF MONETARY VALUE."
The above terms make players aware of the fact that virtual goods in fact have no monetary value outside of the game.
Last, 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.
Notwithstanding the above terms, at present Trion has not merged any servers and as such the player still has not lost any virtual goods nor progress invested in the game due to changes in servers.
Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
However you completely fail to address the lies posted on your own forums. Stating there would be no such thing (merges), and as such have used false advertising to bolster sales. No EULA can circumvent the law and the law is very clear in its regards to false advertisement. Also, these refunds must be done in a timely manner to they're purchase, and is the reason I am seeking them before the server merge.
Awaiting a more honest response,
[redacted]
Final Business Response /* (4000, 15, 2015/07/31) */
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.
Final Consumer Response /* (4200, 17, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sad to see how this went down, how company's think they can get away with this. Will never be playing a trion game ever again, and will be taking this issue of harassment and false advertisement to court.