ComplaintsforPerfect World Entertainment

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting harassed by a specific player in PWI for the last 3 years, his name is WithPleasure, it used to be BigBlock. He has continually threatened my life, said my personal info in world chat, said lies that I'm a pedo, says racial slurs, makes fun of me being bald, would stand directly on top of me on his mount and is stalking me by always being in my T screen almost everywhere I go in game. He used to rent a room from me from 2012-2014. One 4th of July in 2014, the apartment complex we lived in had a parking lot party and his girlfriend tried to have *** with me and I turned her down. I have attached a message he sent me from ******** explaining how he knew his girlfriend came on to me and how I am a good friend and he was apologizing for what happened. That message was sent in 2018, 2 years before he started harassing me in world chat and in my private messages. He knows I did the right thing and didn't have *** with his girlfriend, but he has some mental problem or something because he started harassing me in 2020 even though he knew I didn't do anything wrong to him and hasn't really stopped since. I even had to move out of my home town to get away from him. I have even filed a complaint at the local sheriff's department in 2021 for his death threats to me. PWI is the only way he knows of contacting me and PWI has done almost nothing to stop him from doing so. I have had all I can take of this harassment and I think the only way to make it stop is for me to quit playing PWI, which would **** due to playing it for 14+ years and having more than $30,000 invested in to it. That's a lot of money to just say good bye to, even if it's just pixels in an online video game. This harassment has gone on for long enough and I need to try and find a way to make it stop. If I have to quit playing PWI to get away from this guy, I would like a full refund of every cent I spent on this game. I have dozens of screenshots but they won't download. Please contact me.

  

  Business response

  06/09/2023

  Hello,
  
  Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us. Please continue to check the ticket for additional feedback.
  
  Thank you for your understanding.
  
  
  GearBox Software

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to start by saying I love Star Trek Online. Its gameplay, its community are amazing. Unfortunately the game is known for being buggy, and for the most part we overlook these issues. However, there is something called a lockbox system where the best ships and prizes are. These usually require spending a rather high amount of actual money to attain. I spent hundreds of dollars and finally recieved the ship I wanted, only to find out it was broken. There was a near game breaking issue that occured, and so I simply asked for the ship to be replaced. No money back. Just a ship. Would destory the first one. It would be an understatement to say Arc/Cryptic has made me jump through hoops. One month later, ********************************************************************************************** well nothing we can do. We will call you when we learn of a fix. Short term? They dont want to give another ship because of the cost of attaining one, but I ALREADY spent that money on a defective product. I have spent hundreds in the last two months alone. Long term when they dont get ANY more of my money it will cost them much more. All I want is the same exact ship. No bells no whistles, no freebies. One month. This is unacceptable.

  

  Business response

  05/26/2023

  Hello,
  
  Thank you for the opportunity to respond to your issue. We have reviewed your Star Trek Online related concerns. You have noted the game as being buggy and you have submitted multiple tickets with evidence of this fact.
  
  Rest assured that we fully understand the situation and this will require a developer resolution. Please be aware that with any gameplay fixes, it will take time to implement. However, you should expect to see more new content, improved gameplay mechanics and fixes for outstanding bugs in the future.
  
  Thank you for your understanding.
  
  
  GearBox Software

  Customer response

  05/26/2023

   
  Complaint: 20105110
  
  I am rejecting this response because:
  

  This is not a "buggy" issue that is a minor annoyance but a consumer who has paid hundreds for a ship that doesnt work. You have sold a defective product. Its nearly unplayable. Even if it were only a minor annoyance, it doesn't change that I have been sold a product that doesnt work, and your reply is I have to wait for a developer to fix it?

  Thats like saying I bought a faulty car, took it back to the dealership and then the car company saying I had to keep my broken car till the engineers overseas at the car company figured out how to fix it. 

  All I want is for the company, even in a small way, to make this right. Im not asking for a refund. Im not asking even at this point for the same ship. It doesnt have to be a lockbox ship. But one month just to be told oh well, sorry you spent your money on our defective product? I have a ******* video showing I am not exagerrating. 

   

   

  Sincerely,
  
  *********************

  

  Business response

  06/01/2023

  Hello,
  
  Thank you for the opportunity to respond to your issue.
  
  Your original message states that STO PS4 is known for being buggy. Please be aware that the developers are fully aware of your situation, and your submitted attachments through the ticket system. You will need to wait until a solution is made available directly by the developers.
  
  As for your example, the Arc website, and all Arc related products are provided on an "As Is" and "As Available" basis without any warranties of any kind. In the meantime, you can continue playing Star Trek Online using alternative ships, and experience other gameplay features.
  
  Thank you for your understanding.
  
  
  GearBox Software

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was in search of assistance to retrieve an essential item that I had lost, but regrettably, the support was discontinued when I requested help. I have observed that other players have received aid in similar situations in the past or even a few weeks ago. The unequal treatment I am experiencing feels unjust, especially considering the significant investment I made in acquiring these *****. I am requesting the recovery of the item, but it is disheartening to see that while others receive prompt assistance for similar issues, my plea for help remains unaddressed.

  

  Business response

  05/08/2023

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

  Customer response

  05/08/2023

   
  Complaint: 20030044
  
  I am rejecting this response because:

  As I mentioned previously in this ticket, I didn't purposefully destroy the ***** in question. I was in possession of four *****, including the one currently in use. My intention was to utilize the tome with the +12 attribute, but inadvertently, I ended up using the non-refined one. This wasn't intentional. Although there was a three-day window for recovery, I missed the warning messages about destroying the incorrect tome because I was preoccupied with my real-life job responsibilities.
  
  Sincerely,
  
  

  

  Business response

  05/12/2023

  Hello,
  
  Thank you for the opportunity to respond to your issue. As we have said before, you will be held fully responsible for the equipment refinement and all NPC selling/destroying activities. The gameplay processes should be working as intended. We do not have plans to provide further compensation at this time.
  
  Also, we have provided a recent courtesy last month ago. Please be extra careful when you refine your equipment, and pay extra attention to destroyed bounded equipment. You will have 3 days to recover any bounded equipment. After 3 days, the equipment will be destroyed permanently.
  
  Thank you for your understanding.
  
  
  Perfect World Support

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This for ticket#****** With PWI Perfect World has an area that is called Wonderland. In this area you and do QUESTS for confused adventure coins ,mysterious adventure coins, smilling adventure coins or Turo Adventure order. You can combine this and trade them for fashion, flyers, mounts pets and other items. Ten quests give you 1 Turo Adventure each. Three of these quest do not work for me since September 24 2022 and PWI has fail to fix these quests. These quest will not let me turn in like my bag is full which it is not.Three quest Wack-A-Mold, Shooting gallery and Drift race give you 2 confused adventure coins or 2 mysterious adventure coins or 2 smilling adventure coins each.Two these quest do not work for me since September 24 2022 and PWI has fail to fix these quests. These quest just fail.These FAIL only for my character no one else or any other of my character. My character name is _DarkThorn_ on the DawnGlory server. They cannot fix this nor do they want to reimburse me by send me Turo Adventure order and mysterious adventure coins. All I want is them to fix theses quest I just need two pets to complete this wonderland.Bun Kid and Ginger Tiger which is ******************************************************************************************* 3 months this still not fixed. When they add new item in the exchange I will not be able to get them This is PWI response:Thank you for your report about the Wonderland issue. We do apologize for any ongoing problems. Unfortunately, no known problems were able to be found or fixed for the character. Wonderland normally should be working for users in general, but no planned changes to that specific event are being made at this time.Thank you.

  

  Business response

  12/29/2022

  Hello,
  
  Thank you for the opportunity to respond to your issue. We see that you have an active support ticket open with us. Please continue to check the ticket for updates.
  
  Thank you for your understanding.
  
  
  Gearbox Publishing

  Customer response

  12/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This Perfect World Entertainment has an area that is called Wonderland.In this area you and do QUESTS.For the Little boy quest you get 1 Turo Adventure order For ***************** quest you get 1 Turo Adventure order For Wack-A-mole quest you get 2 mysterious adventure coins For shooting gallery you get 2 mysterious adventure coins All these FAIL only for my character no one else or any other of my character.My character name is _DarkThorn_ on the DawnGlory server.They can not fix this nor do they want to reimburse me by send me Turo Adventure order and mysterious adventure coins.All I want is them to fix theses quest which they can not.I asked for 12 Turo Adventure order and ************************************************ The refuse to give me what is owed.They can not fix this issue nor will they for one player.I would like 197 mysterious adventure coins. ( This would cost PWI nothing but only 10 min of time)These coins are used to get pets.Once I get them I no longer need go in Wonderland.Thank you.

  

  Business response

  09/25/2022

  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 25 regarding the Wonderland concerns.
  
  Thank you for your understanding.
  
  
  Perfect World Support

  Customer response

  09/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted arc/perfectworld there the same company about logins to my account from 2014 to 2021 that I was unaware of I advised that I had just started using a vpn service gave them my ip address and my vpn ip adress from that point for **** they did ieverything to blame it on the fact i use a vpn which I made clear to them I had only started using in the past 9 months they told me there was logins from wisconsin michigan ******** and ***** none of these states have i ever lived in durring that time all my ingame currinces was depleted then after going round after round with them they decide to no longer try and blame it all on the fact i use a vpn and tell me by there terms of service I was soley resposbile for all lgins to my account whic his not entriely accurate i was in a class action lawsuit against **** online entertainemt and that excuse was tired by there lawyers is not just the players responsiblity to secure there account but it is also the companies that run the game to make sure there security feautres are adequate I have asked them several times to check the ip adresses used to login from thsoe steates to see it clearly wasnt me they keep making excuses closing my ticket and leaving me with onthing for my trouble I think they share just as much responsbility in making sure there securty features prevent are minimize accoutns being compromised I futher know all other online game clients mmos I play if you try to lgin from a unregonized ip adress it wotn let you lgin to you verify by email or text it is you so that beaing said I thing all my lost zen from 2014 to 2021 should be replaced/refunded i was saving it all up for a day when they acutally had some good stuff on tehre zen store now I am out and cs there ***** I mean players alone can not always guratee there accounts are secure if the said gaming comany has inadequate security features and shoudl not tell me by there terms of serviced it all falls squarely on me

  

  Business response

  09/15/2022

  Thank you for the opportunity to respond to your issue.
  
  Accounts are not designed to be shared. After reviewing the Login History, we found connections between different states and countries since 2021 and onward. Please do not reveal your account information to other players. These actions will result in missing items and/or deleted characters.
   
  As a final reminder, you can secure your account by changing your password with the link below.
   
  https://www.arcgames.com/en/sign/trouble

• Initial Complaint

  06/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ticket #****** STATUS - OPEN SUBJECT No upgrade avalible after $750 USD purchase SUBMITTED BY jjisawsome#**** PRODUCT AND PLATFORM PWI CHARACTER NAME DaddyPig SERVER Twilight Temple ISSUE TYPE Accidental Purchase/Sale ITEM NAME Full 2nd cast Rank 9 ITEM QUANTITY $750 usd RELATED DATE June 26, 2022 I created a new charecter and came back to the game after 5 years away with the monkey update. I heavily invested in my toon including buying R9 and upgrading it. It has now been over 6 months, and still no way to upgrade the gear to be even remotly competitive, (entire system for upgrade missing in game for this set you continue to sell over 6 months now) I have spent thousands on this toon alone not to mention my 2 other acounts.How can we fix this ongoing issue either with exchange for G17 or R9 4th cast and make this right?I am comming again to you as it is your product that is not being delivered as advertised. Please help this is alot of money I have given and continue to give your company.

  

  Business response

  06/27/2022

  Hello,
  
  Thank you for the opportunity to respond to your issue. We're always looking for ways to improve our level of service and make the gameplay content fair for everyone. Your feedback has been noted and we'll pass them along to the developers for their consideration.
  
  Thank you for your understanding.
  
  
  Perfect World Support

  Customer response

  06/27/2022

   
  Complaint: 17485281
  
  I am rejecting this response because: I have now waited 5 months patientlly since my first ticket. (Unfortunatlly now past where I could chargeback for my monitary loss) You sold me goods totaling over $750 knowing they were not as advertised. Why do you continue to sell this gear even now? Had I known this I could have gone a diffrent way with my $750 such as the G17 end game this was supposed to evolve into. I could destroy this gear and buy the G17 for the same amount. Can we come to some real resolution here? A gear exchange would cost your company nothing and maintain a customer.

  This is not a resolution just a wait indefinitlly with no time frame for resolution. This is why I reject this response.

   

  I have attached my first ticket # for reference, to show my patience in this matter. I also resonded to your ticket asking you not to close it and respond on all things reguarding this ticket here through the BBB. You had marked it as SOLVED.

  761544 No upgrade avalible after $750 USD purchase Yesterday at 08:57 Today at 11:53 SOLVED

  
  680243 Wildwalker R9 upgrade cant get the missing upgrade needed to goto G17 January 24, 2022 22:33 February 19, 2022 22:01 SOLVED
  
  Sincerely,
  
  *******************************

  

  Business response

  07/05/2022

  Thank you for the opportunity to respond to your issue. As we have stated before, the developers will be responsible for implementing, or improving, the current gameplay mechanics. This includes the addition of new rank equipment.
  
  Please be aware that all player feedback and suggestions will be reviewed by the developers. You have submitted several tickets and your concerns for Perfect World Entertainment is appreciated.
  
  Thank you for your understanding.

  Customer response

  07/06/2022

   
  Complaint: 17485281
  
  I am rejecting this response because: You are telling me that due to broken game development your companys negligence allowed me to spend over $4000 on this account since November and your response is basiclly meh when the developers get around to it it may or may not happen??? Is there a timeline for implementation? Do you have someone higher ** in the company I can escalate this through as I have now exausted all means to reconcile my financial loss except Civil suit which I would rather avoid if possible.

  Can I please be directed to your supervisor.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recently this organization he did a software update for one of their games on the PlayStation network. The update was supposed to have been released on February 8 however the organization released the update exactly one week earlier. This is caused a page of disruption to their platform, Especially as their game has a payment feature for special access, however due to their game freezing, I am not receiving the product I paid for to its fullest extent. For the last four days they have released three updates and none of the updates have resolved the problem. If you follow their ******************* page they want you use Extraordinary measures which she does nothing to resolve the problem. Like thousands of other players that they provide a service to I would like this Organization to provide a truthful And transparent situation to their subscribers and to stop with the secrecy as to what the problem is.

  

  Business response

  02/07/2022

  Hello,
  
  Thank you for the opportunity to respond to your issue. We're aware of the login concerns with the Playstation console. It has been resolved in the prior patch updates.
  
  You can find additional information in the official Neverwinter forum post below.
  
  https://www.arcgames.com/en/forums/neverwinter/#/discussion/1264346
  
  Thank you for your understanding in this matter.
  
  
  Perfect World Support

  Customer response

  02/08/2022

   
  Complaint: 16730860
  
  I am rejecting this response because:

  While the patch was fixed and thank you for that, I am still a paying member of your services. Through your VIP program. I have maxed out with your VIP program, which should be an indicator of the money I have spent, especially having an extended hiatus. I enjoy this game as you guys provide great content, but I would like to know since the *** players could not fully utilize the services of what they payed for how we they be compensated from the days missed a content? Especially since the companies original plan was to release the update around February 8th, but a decision was made to release it earlier, and problems arose. I would imagine many players would have rather you delivered a solid product to your paying base a week later than pushed an unfinished product a week before 

  

  Business response

  02/14/2022

  Hello,
  
  Thank you for the opportunity to respond to your issue. Compensation has been provided to all Playstation players. These rewards must be claimed by FEB 22.
  
  You can find additional information in the official Neverwinter forum post below.
  
  https://www.arcgames.com/en/forums/neverwinter/#/discussion/1264346
  
  Thank you for your understanding in this matter.
  
  
  Perfect World Support

• Initial Complaint

  01/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This Publisher and Developer run a game called Star Trek Online, the game itself is free-to-play but they include an insane amount of micro-transactions to get your money. In order to buy more advanced ships or items in the game you must purchase them from their "Zen Store" using their in-game currency "Zen". On Tuesday December 21st, I made 2 purchases, one for $200 USD in "Zen" and another $100 USD in "Zen" to use in the game. This gave me a total of 34, 000 "Zen" (in-game currency) to spend in the "Zen Store" as I desired. I want to make it clear, at this point the company has already made whatever money they were going to make off me, as the "in-game" purchases are made with the "Zen" you have already bought with real money. I want to make this clear because this means the business had already profited off me, even if I decided not to use the "Zen" I bought. The reason I purchased so much "Zen" on this day is because they had a special sale going on in the "in-game Zen Store" for a ship pack I ALREADY OWNED. Unfortunately, the "Zen Store" does not display that you have ALREADY PURCHASED this ship pack. So, when I went to open the pack it wouldn't allow me to get the ships because I ALREADY OWNED THEM and had PAID FOR THEM PREVIOUSLY. Once I realized I got tricked into buying the same ship pack twice I contacted their support team. They promised to refund my "Zen" (not the real money I paid for the Zen), if I followed their instructions to discard the ship pack that I already owned. I did exactly as they said; however, their instructions did not work for this specific pack and they immediately denied me my "Zen" refund so I could spend it on other items I wanted in the game (and again they had already taken my real world money, so there was no loss to them to refund the Zen and allow me to use it on other items). Their reason was because I didn't follow their instructions, but the instructions they gave me were flawed. For this reason I am asking for help.

  

  Business response

  01/23/2022

  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.
  
  Thank you for your understanding.
  
  
  Perfect World Support

  Customer response

  01/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There have been multiple times that I have contacted support, not only in game, but via the parent company as well, with no response. There have been issues with people getting by with infractions in game and nothing happening about it, because they know some of the Game Moderators. This is a blatant violation of the system that they had set in place. There seems to be no fair way that they moderate their games and it has begun to cause issues. Whenever anyone brings up these issues or any issue that makes them investigate such claims, they block the person Making the complaint and not the person (or people) who are CAUSING the issues as well. Not only does the system needs to be fixed, and the ones who submit complaints/claims do not need to be blocked and need to have their accounts restored.

  

  Business response

  01/04/2022

  Hello,
  
  Thank you for the opportunity to respond to your issue.
  
  Our support team will certainly investigate the matter. We appreciate your continued support.
  
  If you have any additional reports, please submit a ticket by visiting https://support.arcgames.com/ and include as many details as possible.
  
  Thank you for your understanding in this matter.
  
  
  Perfect World Support

  Customer response

  01/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩