Perfect World Entertainment

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Hello, Thank you for the opportunity to respond to your issueWe apologize for any frustration caused when communicating with our support teamWe are always looking for ways to improve our level of service and will thoroughly review what happened and provide feedback to the agents involved as well as our whole team After reviewing the account we can confirm that a refund was processed for your most recent Zen transactionPlease note that depending on your bank it can take some time for the funds to post back to your credit cardIn looking at your recent purchase history we also found an attempted transaction which was declined by the payment provider and we believe that this is the second charge you referenced in your messageIf you are unsure of the status for both we recommend speaking with your bank or the credit card company for more information We can confirm that a Bug Report for the C-Store issue you encountered was successfully submitted and it will be reviewed by our QA teamPlease be aware that you will not receive a personalized response from themUnfortunately we will not be able to grant you any Zen so you can try to reproduce the issue to obtain screenshotsThe information you have provided to us should be enough to get the QA team pointed in the right direction and they will investigate it further Thanks for playing STO! Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, no actual customer service of any type was providedI want to get the items I was willing to pay for that they sold and due to their faulty software I can not getThey will not tell me when or if they solve the problem and their desired solution is for me to purchase more of their digital currency and try again and if still having the issue to get a refundI find it unacceptable to tie up my credit line in pending charges and refunds to test their broken software when they could easily work with me, the customer, controlling the balance of a digital currency 100% within their instantaneous controlIf they can not provide me with notification of the problem being fixed they need to provide the means to test it without making my real money unavailable for nothingIt is also within the realm of possibilities that Perfect World Entertainment in the likely event I continue to have this problem to manually unlock the items on my account and manually debit the zenThis would again require Perfect World Entertainment to work with me in solving their problems and not against me Final Business Response / [redacted] (4000, 10, 2015/06/02) */ Hello, Thank you for your follmessageAgain, we would like to apologize for any frustration you have encountered when communicating with usThat being said, we would like to politely disagree with your assertion that we have worked against youWe processed a refund for the initial amount of Zen that you used when attempting the C-Store transaction and directed you to submit a Bug Report for the issue you encounteredDue to the complicated nature of some game bugs we cannot estimate when a fix will be implementedWe absolutely understand your hesitation to purchase additional Zen to re-attempt the purchase, however, we will not be able to credit Zen to your account for the purpose of testing, nor will we simply unlock the item for use on the account and remove the ZenAs we stated before, with the information you provided to us our internal development and QA teams should have a good starting point to investigate the issue Thank you for your understanding and for playing STO! Perfect World Support Final Consumer Response / [redacted] (4200, 12, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is absolutely no proposed or actual resolutionThe company refuses to provide an estimated time until fixed, understandable, they also refuse to manually handle the transaction, notify me when it is resolved and I can actually make a purchase and be provided with what I purchase without tying up credit for extended periods of timeThe only thing they did do is refund the original purchase which had me still out the actual money for a weekTwice the actual amount due to a billing error on the first transactionThe company offered no type of consolation for the complete hassle trying to resolve problems with them has beenWorking in retail many years I can tell you that you always try and find a way to take the customers money and provide them with the product they are after and if there is a problem with the standard way of doing things you try and find an alternatePerfect World has a way of making this transaction happen but would require active participation on their part, due to their product not working as intended, and refuses to do thatThey have offered nothing to a customer with a lifetime subscription and has provided additional money to them over the yearsProviding no remedy at all, not even a courtesy notice when the problem is fixed or some token of anything from the company shows it has no interest in customer service or interest in customer loyaltyA solution of "Sorry try again later and if it is still broken you can try and get in touch with us for hours and we will process a refund but still tie up the money for a week," is no solution at all, it's a slap in the faceI do not understand how this level of customer service warrants an A+ rating from the Revdex.com

Complaint: [redacted] I am rejecting this response because: The support ticket they mentioned is not being followed up on by themI informed them I was contacting the Revdex.com and they never wrote me backThey also declined to resolve my issue when I opened the support ticketI did not seek help from the Revdex.com until this company told me multiple times they wouldn't help meI have the e-mails to prove it.Sincerely, [redacted]

Hello,Thank you for your follmessageWe can confirm that you have submitted several support tickets about Neverwinter gameplay mechanicsThis includes the TicketIDs: [redacted] Please be aware that these reports are reviewed by the Quality Assurance Team and, for escalated concerns, the information will be forwarded to ManagementWe recommend that you visit the official game news page and forum for upcoming changes and fixesYou can also use the forum to discuss any gameplay suggestions.http://www.arcgames.com/en/games/playstation/neverwinter/newshttp://...⇄ World Support

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

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.http://www.arcgames.com/en/about/termsWe thank you for your understanding.Perfect World

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Hello, Thank you for the opportunity to respond to your issueWe are more than happy to assist you with getting these charges refunded, however, because we need information, and to protect your privacy, we have opened a new support ticket for you, so please check your email for further informationOnce we hear back from you we can proceed with the refund process In the future, if you need to contact us, you can do so by visiting our support site at http://support.arcgames.com/Thank you for your patience and understanding Perfect World Support

Hello,Thank you for your follmessageWe are aware of the ticketID [redacted] Your feedback and concerns have been forwarded to the developersThey are currently looking into the situation.We thank you for your understanding.Perfect World Support

Complaint: [redacted] I am rejecting this response because: To Whom it May Concern,I am writing in response to your last message to meThough you might find the issue closed, it is not to meI have never had a warning and I’d like to know why so many people have returned, yet I have notIt is clear in your most recent mail that you sent to players you wrongly banned that states, “We believe this is fair compensation for the error that we made“ I am one of the many accounts that were affected by the error that you made but you have yet to lift my ban and I would like more information as to why this has not happenedI spend an incredible amount of time playing this game as I enjoy it greatlyI have amassed a lot of wealth by waiting for the right events and I run dailies and dungeons and skirmishes all the timeTherefore I am requesting additional informationIt is your game that is crashing and sending broken error codes outMy antivirus software often deems your program as acting suspicious! Not the oppositePlease respond so that I may rectify the issues with my account Regards, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/06/24) */ Hello, Thank you for the opportunity to respond to your issueYou can submit a support ticket to us by logging into your account at http://support.arcgames.com/, clicking on Games, followed by STO, and then the Support CenterWe reviewed your account and have corrected an issue which may have caused an infinite redirect error on our site when you attempted to log in so we ask that you try againIf you are unable to log into our site in the future you can still submit a ticket to us by clicking on the "Can't log in?" prompt and follow the remaining on-screen instructions For billing related issues you can also reach us by phone and the contact number should be listed at the bottom of the transaction confirmation email that you receive when making a purchase from our website We appreciate your understanding and apologize for any frustration caused Perfect World Support

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Hello, Thank you for the opportunity to respond to your issueYour account was temporarily suspended from Neverwinter on Xbox One for purchasing Astral Diamonds from a third-party siteBuying any currency, items, or services from third-party sites is against our Terms of ServiceThe suspension ended on November and we see that you have been able to log in and continue playingPlease be sure to review our Terms of Service at http://www.arcgames.com/en/about/terms to avoid any additional violationsKeep in mind that future violations may result in additional disciplinary action up to, and including, a permanent ban from Neverwinter Using the services from these third-party sites puts your account security at risk so we strongly encourage you to avoid visiting themAdditionally, please note that the Astral Diamonds sold by these sites are acquired by compromising another player's account and, in some cases, fraudulently using another player's credit card We see that you still have an open support ticket with us so if you have any further questions, please feel free to update the ticketThank you for your understanding in this matter Perfect World Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Suspension of service came without notificationCommunication was initiated by consumer not businessNotification by company is part of your terms of service Also, the support ticket did not elude to the difference between 3rd party sales and 3rd party trading of which no proof was provided nor reasoning for suspensionSo basis for suspension was assumed to be none other than suspicion Purchase of ViP subscription package was assuming access to the game for its subscription durationHence the request for full refund No portion of your terms of service have been breachedWhereas no notification had been provided up on suspension of service which is written in your terms Final Business Response / [redacted] (4000, 9, 2015/11/06) */ Hello, Thank you for your follmessageAs stated previously, and in the support ticket, the account was temporarily suspended for purchasing Astral Diamonds from a third-party siteThe understanding is that the finalization of this transaction would result in receiving the currency from another user in the game via a trade or other method of exchange that exists within the game systemsThe suspension was only temporary and ended on November Please be sure to follow the Terms of Service going forward to avoid any future violations We will not be able to provide a refund for the VIP time that was purchased Thank you for your understanding Perfect World Support

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 me. Sincerely, Avery***

Complaint: ***I am rejecting this response because: This has yet to be resolvedI
have communicated back to the businessThey feel I should go after Sony as they are the merchant account, yet Perfect World Entertainment actually got the money, and the purchases were done in gameThey are offering no solution but to seek refunds via Sony, however with a PSN account over years old with over 60,in PSN purchases that total over pages of buys this is the very first time I have EVER had an issue with a gamePWE has my moneyNot SonyThe problem is PWE and Arc Games, and not SonyI do not accept PWE's current response and this is NOT resolved to satisfactionThey can do betterYou took my moneyYou switched my character to a lesser formUnacceptable without compensationPeople don't freely give game companies money to do what they will with without reward for the purchaserEVERThis is Ethically wrong.Sincerely,*** ***

Complaint: ***I am rejecting this response because: it is stated the account was thoroughly reviewed however I shave not been issued with one piece of tangableproof that I have sold ANYTHING in the game or outside of itI haven't even been told what it is that I supposedly sold for real world cashThis makes no sense and I will not stop fighting this issueI love the game but by god I am hating this customer service
Sincerely,*** ***

Complaint: ***
Business did not offer remedyBusiness further said a refund would be warranted and or sufficient credit in Game Balance CreditHowever, Business has not provided credit to dateRejecting prior statement because Business did not offer remedy or a solution
Perfect World Entertainment offered a Lifetime Subscription for Star TrekOnline, Video Game for the *** However, Perfect World Entertainment stopped supporting the *** platform on *** ** *** and then shut down their *** serversTherefore, the *** Game became no longer in service and become permanently unavailableAccording to the terms and conditions of the Lifetime subscriptionThe Lifetime subscription covers your subscription fee for as long as the game is in serviceThey also posted on their website that, "We will be canceling and refunding any active recurring subscriptions purchased." However, I have yet to receive said refund and it has been over six months since I should have received a refundIn addition, "Due to the closure and discontinuation of the *** Platform which is a breach of the terms of service, I am unable to retain the right to use Zen and be able to it in the way as is stipulatedIn addition, has this discontinuation is unacceptable to me and warrants rights under the Terms of Service, “If any change is unacceptable to you, you may terminate your account at any timeI am requesting termination of my account and refund of all Zen purchases and my lifetime subscription on my account." A Revdex.com complaint has been filed and a claim will be filed in small claims court if issue is not addressed
On February 5th, Business released public statement:We wanted to come back to follow up on where we currently are with the *** version of *** *** ***As some of you are aware, we had issues in the recent past that affected our players from launching the client and playing *** *** ***We were able to work with our partners to bring the game back up and deliver all the previously available promotions that were unattainable by those players.Following these issues, we looked at our *** support overall and determined that we cannot promise to deliver an experience on *** that meets our expectations of qualityAfter heavy consideration, we have decided to end support for the *** version of *** *** *** on February 5thNo other version of *** *** *** is impacted.Here are some important notes as we shut down *** support:
The *** client will be unavailable for download starting on February 5th
Anyone with an existing *** client will be able to play, but the game will become permanently unavailable via our *** client by Spring of this year
We will be shutting off C-Store for all *** users to prevent players from continuing to make purchases before it permanently shuts down
We will be processing reimbursements and refunds over the next few weeks
We will be canceling and refunding any active recurring subscriptions purchased between October 1, and today, including Lifetime SubscriptionsIf a payment was made other than a credit card or Paypal, the value of the subscription will be reimbursed to your Arc Account Balance
We will be reimbursing any Zen that was purchased through Arc or Steam between October 1, and today to your Arc Account Balance
We will be reimbursing the value of any Packs purchased through Arc or Steam between October 1, and today to your Arc Account Balance

Hello!
I`m really sorry for long response, but last couple of days I was away, had another business trip
So getting back to my problem and providing information you requested
** *** *** *** *** *** ** *** *** *** ***
*** *** ** *** ** *** ** *** ***So, my question is, you needed *** company`s *** page or you needed my ex girlfriends *** page, since she was the one who caused the problem?
Aswell for now my *** account is blocked, atleast I can`t access it and, and the reason is I keep logging on from many different countries often and they think my account has been hacked, so I can recover it when I get back to ***, anyway I used *** rarely, only to contact my *** friends or play some *** games

Initial Business Response /* (1000, 11, 2016/02/05) */
Hello,
Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply about this issue was sent to you on February regarding the status of your account
We will not be able
to provide compensation for any missed VIP benefits due to the suspensionThank you for your understanding
Perfect World Support
Hello,
Thank you for the opportunity to respond to your issueWe see that you have an active support ticket open with us and a reply about this issue was sent to you on February regarding the status of your account
Thank you for your understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
I finally got a response in the evening on February 4thThey said they will reduce the ban to a one week suspensionI am not happy with this offer as I did nothing wrongGetting suspended for a week for not doing anything wrong just doesn't make sense to meI am missing my vip rewards dailyAre they going to reimburse me for those?
Final Consumer Response /* (2000, 13, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because: I want my money or Service back They didnt give any aceptable explanationI Feel scammed. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Customer Service did not take action and ignored the complaint
Sincerely,*** ***

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

Initial Business Response /* (1000, 5, 2015/08/28) */
Hello,
Thank you for the opportunity to respond to your issueUnfortunately we were not able to identify the account or transactions based on the information providedPlease let us know the following details so we can investigate this
further:
Email address associated with the account:
Transaction ID number(s) for the declined charges:
If you have contacted us previously about this issue by submitting a support ticket, the number from that ticket will also be useful for us to review
Thanks for your patience and understanding
Perfect World Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account name : ***
Server : *** (merged)
The reason I'm now SUPREMELY ticked off is because they just tried AGAIN to take the money out and I'm now looking at 105$ in over drafting fees!!!! Just give me back my money, no '7-business days' bullComp my over draft fees in game creditsI'm getting really sick of this garbage!!!!
Final Business Response /* (4000, 9, 2015/09/01) */
Hello,
Thank you for your follmessageWe have reviewed the account and recent transaction you referenced and can confirm that it was declined by our Billing teamOnce we have declined a transaction we will not continue to attempt to charge you for the purchaseWhen a transaction is declined it can take between and business days for the funds to be returned to youPlease keep in mind that how long it takes is up to your bank and not Perfect WorldIf you do not have the funds back after business days we strongly recommend you contact your bank for more informationYou may also want to speak with your bank regarding any overdraft fees incurred as a result
We have also reviewed the prior purchase issues that you mentioned and it appears they were denied due to potential fraud issuesThese older transactions were made on a different account and we can confirm that both of the accounts have been noted so the risk of these declines happening in the future is low
We will not be able to credit you any in-game currency for overdraft fees you may have incurredThank you for your understanding in this matter
Perfect World Support
Final Consumer Response /* (4200, 13, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except thisFraud? I have only had this bank account since moving to ***You guys are just trying to cover your own *** cause of the multiple attempts to withdraw and the fact you can't even comp someone, a paying consumer you wronged, shows that you all are nothing but money hungry sharks praying on us little peopleNow I understand why people are quitting your game
I'm blasting this report, with responses from you across the netYou will be exposed for the frauds you are