Perfect World Entertainment

Hello,Thank you for the opportunity to respond to your issueIt appears that your subscription was activeHowever, we have ended your subscription effective todayPlease do not worryWe assure that you will no longer be billedWe apologize for the inconvenience.Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Hello, Thank you for the opportunity to respond to your issueWe have reviewed your account and can confirm that the monthly stipend of Zen was successfully awarded both on the day you purchased the subscription and again in September Please keep in mind that the stipend should be credited to the account on or around the day of the month that it was initially purchased The Duty Officer assignment is awarded to players who are 800-day Veterans (i.e., have an active subscription for days) and the details of these rewards are listed at http://www.arcgames.com/en/games/star-trek-online/news/detail/XXXXXXXWe apologize for any confusion caused and your feedback regarding this particular benefit has been passed [redacted] the appropriate team for their review Please note that there are various other benefits to the subscription, including the monthly stipend, an additional character slot, respec tokens when leveling up with the active subscription, etcIt appears that you have been able to make use of these benefits in the weeks since you initially purchased the subscription without issueWe will not be able to provide a refund for the subscription that was purchased and we appreciate your understanding in this matter Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received other benefits while subscribedHowever I feel you are misleading customers because on your subscription http://www.arcgames.com/en/games/star-trek-online/news/detail/XXXXXXX You list the DOFF mission under the heading "Monthly Benefits" - NOWHERE on this page does it state you have to be member for over YEARS before you receive this benefitIt is very deceptive and misleading Final Business Response / [redacted] (4000, 9, 2015/10/07) */ Hello, Thank you for your follmessageThe information regarding the Duty Officer assignment can be found on the page detailing the Veteran benefits for subscribersFeedback on how to incorporate this information into the subscription page to make it clearer to players has been passed [redacted] the appropriate team for their review Unfortunately we will not be able to offer a refund for the subscription you purchased and we appreciate your understanding Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Hello, Thank you for the opportunity to respond to your issueWe can confirm that you submitted a support ticket about this issue on September and we responded to it less than hours laterPlease check your inbox for your reply and get back to us with the information requestedIf you cannot find it in your email inbox we suggest that you check and spam or junk mail folder you have Thanks for your patience Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I clearly did send Perfect world entertainment a verification email with every information that was needed!! Hey from what I know and my guess is what you know is that I am not the original owner of this account!! One of my really good friend of my who gave the account to me!! I know account sharing is banable and it'snot allowed to do so!! I can Show proof of the latest IP that's been registerd on the account for months now! [redacted] That's my IP from [redacted] ! I can show you recent purchases from my skrill account and verify myslef from there!! Skrill is!! Fully name: [redacted] Chinoros [redacted] ( [redacted] ***)My personal number is: XXXX-XXXX-XXXX! I got a Australian IP registered not so long ago on arc!! I hope this help you guys out a b! I don't care what you do to the accountbut pls!! Either bann in permanently or take it from him Cause it really hurts to see someone else playing on my account/ my friends account! Anything else you guys need email again!! IF you really need his verification I can try and get a hold of him wich will take quiet a while! that was my exact response to that email I got from them!! Final Business Response / [redacted] (4000, 9, 2015/09/29) */ Hello, Thank you for your follmessageAfter thoroughly reviewing the account we found evidence that you allowed another user access to the account and that person then took control of itAdditionally, you previously stated that the original owner of the account shared it with youBecause of these Terms of Service violations we have made the determination that the account will be permanently banned We appreciate your understanding in this matter Perfect World Support Final Consumer Response / [redacted] (2000, 11, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank you so much for that!! I know I broke the conditions and ofc I understand!!

Hello,Thank you for your follmessageWhile we understand your frustration on this issue, we may at our option issue warnings, temporary suspensions and permanent terminationsPlease be aware that we retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actionsWe suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Account & Service Termination[redacted] We thank you for your understanding.Perfect World

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Hello,Thank you for your follmessageWe have performed a final reviewUnfortunately, we will not be able to provide any compensation as you have requestedPlease 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

Complaint: [redacted] I am rejecting this response because: This is simply a waste of my time and effort at this pointThey have provided me with absolutely no evidence of what I am being accused of, and won't even reply personally to my tickets at this pointI have done nothing wrong and have offered to prove my identity to them multiple timesWhen a game creator, such as Perfect World Entertainment, makes a Terms of Service contract, that contract is legally bindingWhen I say "Legally Binding", that means both parties are bound by said Terms of Service, both the customer and the ownerThere are multiple ways that Perfect World Entertainment operates against their own legally binding Terms of Service, which are: Playing "favorites" towards select players, allowing them to break any of the Terms of Service Refusing to reply to a customer ticket OR refusing to provide proof of the offense one is being blamed of These are the two ways I know off of the top of my head how Perfect World Entertainment is breaking their own legally binding contractIt is stated that if they themselves operate against it, that it becomes null and void, to the point they cannot punish another under their own Terms of Service, that they themselves break so oftenOf the players I call "favorites", of a group of that I personally reported for the same offense I am banned for, and the Perfect World staff refused to ban these playersNow that I am accused of the same thing, I am banned without question, and without being able to receive a replyThe performance put on by Perfect World Entertainment is at the simplest, illegalI only request that I gain access back to my account that I have proven multiple times is my ownSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Well thank You for ur answersI understand the terms but I dont understand what I did wrong in all that ??? I was playin game , doin dung, pvp , guild runs , doin professions invokes COz I had time and I enjoyd playin the game so why not do all that u can doo while playin ? and boom u banned me without any warrning or anything So Really its not fair how u treat beta players but eh its ur choice idk I jst dont think its ok Sincerely, [redacted]

Hello, Thank you for the opportunity to respond to your issueUnfortunately, we will not be able to provide a refund as you have requestedHowever, we are actively investigating the gameplay bugPlease continue to check the official forums for further feedback and updates.http://www.arcgames.com/en/forums/startrekonline/#/categories/gameplay-b...⇄ World Support

Hello,Thank you for your follmessageWe fully understand your concerns, however, we retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actionsWe suggest reviewing the Terms of Service link below if you have further inquiries on Account Creation, Disclaimer of Warranties and Account & Service Termination.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Hello, Thank you for the opportunity to respond to your issueWe have performed a final review of the account and 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 Additionally, it appears that the account was shared with multiple users which is also a violation of our Terms of ServiceFinally, just prior to the ban, we noted activity on the account from a region that we have prohibited logins fromWe are obligated to block regions which have their own localization of certain games and some regions are also blocked for administrative reasons We have determined that the ban on the account will remain and we apologize for any inconvenience this may causeThank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the response I received from Perfect World, the first response in October, Perfect World Said everythign was fine, and they would give me my account back once I reset my passwordWhen I tried to reset the password, they gave me some [redacted] reason and let the account remain locked I filed another ticket again, in November, and I got the same responseWhen I tried to recover my account a few weeks ago, the account was still under possession by Perfect WorldFor whole year, the account was under their control, and when I try to get it back from them, they made up the [redacted] reason that the account was used for botting? If it was ever used for botting, then it was used by Perfect World Employee because during the entire period, I had no access to this accountPlease show us the proof on your claim, otherwise we know you are make things up I am a international consultant, so I travel around the world a lotDoes that mean a US citizen cannot play Neverwinter when he is out of the country? If that`s the reason, please tell us before we spend money on this crappy game I am insulted by your responseAnd I will continue this fight and depose your shady practice to everyone Final Business Response / [redacted] (4000, 9, 2015/10/07) */ Hello, Thank you for your follmessageA final review of the account and all evidence which led to the ban has been performed and we have determined that the account will remain closedAgain, we apologize for any inconvenience this may cause and thank you for your understanding in this matter Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Hello, Thank you for the opportunity to respond to your issueWe have reviewed this issue and determined that the Black Ice Shaping tasks used to upgrade the armor is working properlyAny enchantments that are equipped to the base item will not be returned when the task completesUnfortunately we will not be able to restore or replace the two enchantments that you mentioned and we apologize for any inconvenience this may cause We appreciate your feedback regarding the inclusion of a warning popup when starting a task and we'll pass [redacted] along to the development team for their considerationThank you for your understanding and for playing Neverwinter! Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Hello, Thank you for the opportunity to respond to your issueWe have reviewed your account and it does not appear that it was accessed by an unauthorized user, but we did find evidence that it had been shared between multiple parties Please keep in mind that sharing an account is against our Terms of Service (http://www.arcgames.com/en/about/terms)At this time the ban on the account has been lifted and you should be able to log in againWe strongly recommend that you do not share your login information with anyone else, including close friends and family membersUnfortunately we will not be able to offer a character rollback as you requested Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account is still banned and I can't loginHandle is @ [redacted] You cant find any evidence but my account plus email was hacked but everything from my account was stripped off? Isn't that enough of the evidence? Plus you found that other IP had access to my account, I don't understand you? You know that I was your loyal customer for almost years and report everything exploit/bug to GMs and this is how you pay it backLift the ban of the account, don't lie Final Business Response / [redacted] (4000, 10, 2015/11/02) */ Hello, Thank you for your follmessageWe took a look at the account and can confirm the ban was liftedAdditionally we see recent game logins so if you are still having issues getting back into the game please let us know and we'll investigate further We apologize for any frustration that may have been caused by this issue, however, when we investigated the account for possible unauthorized access, what we found indicated that it was shared rather than compromisedBecause of this we will not be able to offer a character rollback Thank you for your understanding and for playing Neverwinter Perfect World Support Final Consumer Response / [redacted] (4200, 14, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their "resolution" because none was offeredI specifically told the company that my email was hacked as well therefore why it doesn't have unauthorized accessThey can see that I had to change email to access the accountI told them about hacker and told them to check IP but they didn't careSo I still demand roll back that I deserve

Complaint: [redacted] I am rejecting this response because: I have reviewed the TOS as advised and I personally have done NOTHING to break ANY of the rules stated under them As I have previously stated, I have never made ANY attempts to sell my account and this suspension as well as how it is being handled is WRONGIf this suspension is not lifted not only will this company be losing my business, but that of many of my friends that play on the same server I would like for this issue to be resolved without the involvement of the legal system, however I will go that route if that's what it takes to get this wrongful suspension overturned.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I'm really honestly did not try to break any rules Hello,I understand you reserve the rights to suspend or ban any accounts without any given reasonBut please try to understand that I in no way meant to break any rulesYes I admit my mistake, I was stupid to say what I did, I was upset with my gf at the time and wanted to see if she cared if I stayed or notI did not realize the trouble I was getting myself intoI never meant to go this far, nor would I ever sell my accountEverI know you don't have any proof to go for that but I hope you can see past this and give me one more chanceIf you see I do this again, then you can still continue with the permanent banI really do hope you can give me another chance, because I have spent a lot of time and effort in this game and I have a lot of friends thereAnd even though you say I can make another account it's not the same, you should understandI didn't mean no harm, so please reconsider your decisionsNo rules have been broken yet, I did not put it for saleI was only bluffingI have learned my lesson, I guarantee you.Looking forward to hopefully a positive reply.Kind regards, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They accused me of lying saying my information is shared obivoulsy when it is not this guy has been made from the begining why would I delete him I spend real money into him and a lot of it for him to be gone forever and get nothing out of it is crazy I never heard of such of thing my account has been locked down so this cannot happen to me anymore and yet they still wont recover him which they can all I ask is for one for chance Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Hello, Thank you for the opportunity to respond to your issueThe account associated with the contact email address you listed is not currently banned so we will need some additional information before we can proceedPlease 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 / [redacted] (2000, 7, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Hello, Thank you for the opportunity to respond to your issueSharing an account between multiple parties is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms)We have performed a final review of the account and determined that the ban will not be liftedAdditionally, in reviewing this case it appears that the description you provided was copied from a prior, unrelated Revdex.com case (#XXXXXXXX) Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/02) */ My PW account have been banned I sent multiple letters to them,with almost always the same answer "this ticket appears to be a dupplicate of another ticket in our system,please edit it " but I can't because my account is banned.If they're not answering this,their answers aren't satisfying, here's my letters I sent them Dear Perfect World Associate, Recently, I had wrongfully been banned from Neverwinter, on my account [redacted] @gmail.com, for what you claim to be, an Exploitive actI had questions about how this ban could be rationalized? I have never committed any such offenseI am a long time player, and an even older fan of NeverwinterI would never stoop so low as to violate a Terms of Service which I had agreed to I am disgruntled at the ban reason that I have irrationally been accused of, as I have never done anything related to "Violation of the Terms of Service"I take the utmost offense against this accusation, and will never look to perform any illegal activity in-game If you spoke to anyone whom knows me, I am, and always will be, a legit and rule abiding playerI would never commit any such offense which could deem my account susceptible to a suspension or a banPlease, review my IP and make sure that my account had not been compromised at the time of this wrongful banPerhaps without my knowledge, my account had been accessed somehow, and something occurred Again, I implore you to investigate my account so that you may see that I am truthful in what I writeIf there is ANY information you need, please feel free to contact me at anytime, and I can provide you with the account info Best Regards To whom it may concern, You claim to me that a review of my case was processed and evidence presented was correctHow can you say this "so called" evidence is trueI very well would like to see what I am being accused of just as in a court of law, evidence is presented and not just figment-ed I am not sure who has done this "review", but I know personally I have done nothing to attribute to such actions being taken against my account and I demand to speak with someone else on the issueYour jobs at Neverwinter are to properly review information not just deem something completed because you do not feel the need to investigate further yourself There must be a supervisor your able to send me to because clearly the message that needs to get across is not viable for people reviewing this currently to understandMy account was never possessed by me for any of the "fraudulent behavior" I am being accused ofIt should be very easy to track that in your systems if you took the time to do soI can provide any and all information needed to release this account, but I refuse to be told that this is a closed case when I clearly have done nothing wrong Whenever someone realizes what was done I am sure the original reviewer of this "offense" that I was accused of will feel some sort of remorse for just assuming that I am another one of the cruel and twisted people who abuse video games for self pleasure With Kind Regard other letter I sent them in the box bellow Final Business Response / [redacted] (4000, 13, 2015/10/07) */ Hello, Thank you for your follmessageA final review of the account, including the evidence which led to the ban, was performed by a Customer Support supervisor and the determination has been made that the account will remain closedSharing an account between multiple parties is a violation of our Terms of Service (http://www.arcgames.com/en/about/terms) We apologize for any inconvenience this may cause and thank you for your understanding Perfect World Support

Complaint: [redacted] I am rejecting this response because: The email I use for correspondence is different than the email I use for gaming Additionally, your company has a nasty habbit of locking people's accounts when they complain about you Once I am assured no such action will be levied then we can progress Also, no where was I asked for an account email Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ Hello, Thank you for the opportunity to respond to your issueCurrently, War Avatar Cards cannot be traded, sold, or dropped on the groundThe can only be destroyed by devouring them into higher level cardsWe will not replace any cards consumed in this manner to help maintain game balance for all playersAdditional cards can be obtained via the Boutique Shop chance packs or various PWI promotionsTypically, these promos will offer War Avatar Cards through activities such as spending Zen or logging into the game for a certain number of daysAdditional information on any upcoming promotions can be found at http://www.arcgames.com/en/games/pwi/news Thank you for your understanding Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, As in the last weeks (additional time added) PWI has restored a sertain player "A-card", within a week of the EXACT SAME MATTER as what I am in nowAn "S-card can not be devoured by it self, but , in what I have learned, is being turned into a artefact that is used for stuff that doesnt even exist on the game, and even that being said is that the npc used for this "destroy" option doesn`t even have all nessasary infomation to make a player like me thats been playing for years now aware of the repecations thats gonna be inplemented from the actionsAll PWI has to do is to restore my S-Card [redacted] the ***, item nr mentioned as above, and all this can stopThey are "publicly" embarising them self and therefor loosing more clients to play the game Final Business Response / [redacted] (4000, 20, 2015/08/12) */ Hi ***, I've reviewed the Revdex.com case, and our final position is as follows: We will not be providing the restoration that the customer has requestedAs mentioned in our replies, the item itself was not lost or otherwise broken due to an issue with the product, but rather because the item was consumed when the customer performed an action that utilized it as a resourceAs a result the item is functioning as intended, and while it's unfortunate that the customer's action resolved in the loss of an item they apparently wished to keep, because the item was utilized for an in-game action and was not actually lost or otherwise impacted by the result of a game bug, we are unable to assist any furtherBoth the item and functionality are working as designed by the game developers The customer is of course welcome to visit our community suggestion box (http://www.arcgames.com/en/forums#/categories/suggestion-box5) to share their feedback on the game mechanic, but Customer Service cannot intervene in game design decisions Thanks [redacted] Senior Manager, Customer Service & Billing Final Consumer Response / [redacted] (4200, 22, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, The item that was created has no function at all due PWE hasnt intruduced the stage where the item couldve been usedThey are lieing about the fact that they "cant" restore itAt the Revdex.com there was a similar case witch they assited the player by giving him his card back