PWE bans players with no explanation, and then intentionally ignores them.

guitaraelectrica

Yesterday 8 of my guild members were banned with no explanation, and given no time frame for the ban. They have all individually placed tickets with perfect world entertainment customer support, and none of them have received any feedback from perfect world.
I emailed them today, wondering why their customer service is so bad. They found the time to respond to me twice (because I am not banned), even though they have not found the time to respond to any of my 8 guild members even once. PWE clearly has the time to respond to me, but they refuse to spend time to respond to the numerous individuals who had their accounts banned. This is the worst customer service I have ever experienced in a video game.

Here is the conversation:

Yesterday 8 of my guild members were banned with no explanation. I was not one of them but I still fail to understand why so many of my friends and guild members were banned without reason. None of them have ever participated in any AH or dungeon exploitation yet there were still mass-banned with no email, and no explanation. We legitimately cleared all epic dungeons, even Castle Never, without exploitation. I'd love to hear your bull**** reason for what is actually happening, but since your customer service sucks so much and none of us will ever know why the **** 8 of our members were banned, we're probably better off just taking our business elsewhere. Neverwinter is a fun game, but it is plagued with terrible employee-customer relations, and no game will ever survive with its customers in the dark.

They responded:

Hello Thank you for contacting us. Unfortunately due to our privacy policy we will not be able to discuss any actions taken against an account other than your own. Please have your guild members contact us individually and we will be sure to handle their ticket in the order in which they are received. Take care and have a good day. GM Navi

I responded:

I am appreciative and thankful for PWE customer service's hasty reply to my email, however, they have not yet replied to any of my banned guild members. If it is possible, my friends would appreciate some information on what is happening with their accounts. Here are a couple of their ticket numbers: [Incident: <font color="orange">HAMSTER</font>], [Incident: <font color="orange">HAMSTER</font>] It would mean a lot us if they received a timely response about the banning and freezing of their accounts. Thank you.

Their final response:

Hello As mentioned, they will be responded to in the order in which they were received by the appropriate team. GM Navi

None of them have been responded to in any manner. All of them have been completely ignored. While many are quick to blame my guild members for auction house or castle never exploits, this is simply untrue. Our guild members legitimately fought our way through every dungeon, and never once even attempted to exploit the auction house.
I urge everyone who is thinking of playing this game not to play. I urge everyone thinking of spending money on this game not to spend it. Go find a game that doesn't frivolously ban dedicated and honest paying customers for no reason.

iamdoctordeath

OP, do you really think Neverwinter's would ban someone for no reason? Do you think the scripts they run that auto ban people have any sort of flaw that would have accidentally banned someone who was innocent? Come on, obviously they'd never have that sort of coding issue.

Hence why there are no exploits or problems with the game. But if you feel like maybe they were banned through some sort of bug, why not fill out a bug rep- oh right, the bug reporting system is bugged.