Perfect World Entertainment

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on SEPT 8 regarding the Billing Adjustment.Thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 5, 2015/09/08) */
Hello,
Thank you for the opportunity to respond to your issue. We apologize for any frustration caused by the missing Spirit Coins. You should have received an update to your support ticket on September 2 from one of our GMs with the...

following message:
I was able to get an update, and I am being told that the reimbursement date will be after next week's maintenance(9/9/15) at the earliest.
At this time our engineering team is gathering a list of affected players. While I apologize for the delay I am sure it's due to making sure the data is complete and accurate.
This does not mean that after next week's maintenance everything will be fixed and completed when you log in, it simply means that after next week's maintenance is completed is when we they be able to start the reimbursement process.
As a reminder: We ask that you please avoid sending us multiple tickets regarding the same issue. This only increases the delay in receiving a response from us.
Once the Reimbursement has been completed, I will update your original ticket at which time you may respond with any questions or concerns.
We appreciate your continued patience while a resolution is worked on.
Perfect World Support

Initial Business Response /* (1000, 5, 2015/08/31) */
Hello,
Thank you for the opportunity to respond to your issue. Your issue and support ticket have been reviewed and escalated to a Customer Support supervisor for further investigation. Please check your ticket or email for an update to the...

ticket.
Thanks for your patience.
Perfect World Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on OCT 17 regarding the PWI suspension.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am...

rejecting this response because: I have spent not only countless hours on this game to improve my character, but also thousands of dollars to improve it as well. I have done nothing but abide by the ToS and to be falsely accused of such actions is disgusting. I have been away from the game for over 7 months at the very least.  I had no access to the game, how could I possibly attempt to even sell anything?  The company, PWI, has unbanned people for far worse things than speculation on whether or not an account was sold. I reject their response and demand a proper outcome.Sincerely,[redacted]

Hello,
Thank you for your follow-up message. The account was thoroughly reviewed and the determination was made that it will remain banned.Please be aware that this is our final response regarding this issue.Thank you for your understanding in this matter.Perfect World Support

Initial Business Response /* (1000, 6, 2015/09/29) */
Hello,
Thank you for the opportunity to respond to your issue. We have reviewed your account and can confirm that the ban has been lifted at this time. We apologize for any inconvenience caused by this issue and have credited 1000 Zen to your...

account. This amount should be available to you the next time you log in. While we cannot replace any of the VIP daily reward items, you can use this Zen to purchase an additional 30 days of VIP time from the Zen Market.
Thanks for your patience.
Perfect World Support
Initial Consumer Rebuttal /* (2000, 8, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While it's frustrating to be banned without cause, I understand that errors occur. PWE was fair in their resolution. Thanks.

Complaint: [redacted]I am rejecting this response because: [email protected] did not restore my access to the game account and did not give an explanation why I was banned.Sincerely,[redacted]

Hello,We fully understand the users concerns. But unfortunately, we do not have plans to restore multiple War Avatar Cards in this case. We are strictly adhering to policy for the benefit of the entire community. War Avatar Cards and the complete sets greatly affects the game balance. We suggest reacquiring the War Avatar Card again via the Boutique Shop chance packs or various PWI promotions.Perfect World Support

Hello,Thank you for your follow-up message. We have performed a final review. Unfortunately, the account suspension will remain. Please review the Terms of Service link below if you have further inquiries on the Rules of Conduct, Disciplinary Action and Official Service.http://www.arcgames.com/en/about/termsWe apologize for any inconvenience this may cause and thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issue.War of Immortals, as a free-to-play service, enabled players to interact and to compete with a community of players on a large scale. The optional in-game cash shop can be used to help assist players in leveling faster or getting better gear. Unfortunately, the game has ceased all operations as of January 9th, 2018.We fully understand your disappointment in seeing the game you love taken away from you, however, we cannot bring it back nor provide a full refund. The service was made available to you for more than 5 years and you have used all the ZEN during that time.Please be aware that this is our final response regarding this issue.Thank you for your understanding in this matter.Perfect World Support

Initial Business Response /* (1000, 5, 2015/06/26) */
Hello,
Thank you for the opportunity to respond to your issue. The account associated with the contact email address you listed is not currently banned so we will need some additional information before we can proceed. Please keep in mind...

that when you registered for an account you agreed to our Terms of Service (http://www.arcgames.com/en/about/terms) and sharing an account between multiple parties, even if it's only a handful of times with a close friend, is a violation of these terms.
Please provide us with the email address associated with the banned account, or a support ticket number, so we can investigate this issue further.
Thanks for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello,Thank you for your follow-up message. We have performed a final review. Unfortunately, we will not be able to provide any compensation as you have requested. Please review the Terms of Service link below if you have further inquiries on the Rules of Conduct, Disciplinary Action and Official Service.http://www.arcgames.com/en/about/termsWe apologize for any inconvenience this may cause and thank you for your understanding.Perfect World Support

Initial Business Response /* (1000, 6, 2015/07/24) */
Hello,
Thank you for the opportunity to respond to your issue. We are sorry for any miscommunication or misunderstanding in addressing your issue through the support ticket. Your feedback is greatly appreciated and we will make sure to pass...

** along to our entire team to help prevent this from happening in the future.
After reviewing your account we can confirm that the Zen you paid for was successfully credited to your in-game balance each time that you made a transaction, and it was then used to either acquire items from the Zen Market or Astral Diamonds through the exchange. We apologize for any frustration caused by this issue, however, we will not be able to replace any items which may have been lost from your character's mailbox or reimburse Zen used to obtain the Astral Diamonds.
Thank you for your understanding.
Perfect World Support
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Zen you are talking about was purchased with astral diamonds that were given to me by friends in the game. That is not the Zen that I originally purchased. Hence you see the Astraal diamonds being converted into Zen.
I could not wait for your slow response and one-liners at that on a once every 40 our communication table. So friends that I made in the game gave me those diamonds and showed me how to convert them into Zen. That does not alleviate your obligation to pay me the original zen that was purchased from your site. Nice try though. Credit me the Zen or I'm demanding a refund from Microsoft. It's simply that simple your choice.
Final Business Response /* (4000, 10, 2015/07/29) */
Hello,
Thank you for your follow-up message. In reviewing your account we found that there were several transactions for Zen through the Xbox Marketplace and each of these purchases resulted in a successful credit of Zen to your in-game balance. Zen acquired through the Astral Diamond Exchange is not directly purchased from us, rather, you are obtaining an amount of Zen at the current in-game exchange rate of Zen-Astral Diamonds as determined by the player-driven economy. Again, we will not be able to replace any items which may have been lost from your character's mailbox or reimburse Zen.
Thank you for your understanding.
Perfect World Support
Final Consumer Response /* (4200, 14, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Listen, you can repeat the same thing over and over, it does not and will not change the truth. The fact you state I got credits, goes directly against what your own in game masters state on the CS website, stating the see NO gear in the first place, so why would you "give credit" for something you do not see and then lie to the customer? Or failing to tell the customer they have been credited is normal business? Again, this is a serious issue and you need to be held accountable. Reimburse the Zen in which was purchased or I will be forced to have my CC negate all charges to your game, due to Fraud. (Failing to produce goods purchased). There is NO debate, no this or that. That is your option. By doing the right thing, I will continue to be a good paying customer. If not, you lose me and a few others and I will at least get my money back in the end. Your choice. Have a good day.

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on AUG 17 regarding the Neverwinter suspension.Thank you for your understanding.Perfect World Support

Complaint: [redacted]I am rejecting this response because: Perfect World Entertainment has just issued a lie. 
They have in fact reimbursed cards before on numerous occasions.
The company refuses to assist me, and continues to lie regarding the manner. The company needs to quit lying to me, as I have already heard this before in my ticket with them. The only fair remedy of this situation I see to have my cards that's were unfairly taken away from me, returned to my character.
Perfect World Entertainment needs to take responsibility of their faulty systems and actions, and quit belittling the player as they repeatedly do.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Cannot find my [redacted] account, what a joke. have them look it up again, if not I will email the CFO again.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I was out of...

chat the whole week for no good reason.  I'd like a refund.  The active ticket has been there because I've refused to accept "sorry" as solution of my problem.
 
I payed for a service I couldn't use.  Would you rent a car that you could't drive?  Of course not.  Please refund money for membership for chat services.  Of course the chat ban is over, but a week later.Sincerely,[redacted]

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on [redacted] 30.Thank you for your understanding.Perfect World Support

Hello,Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us and a reply was sent to you on [redacted].Thank you for your understanding.Perfect World Support