Arc Games / Perfect World Entertainment
Reviews and Complaints

For years now the has been one person on STO that has continually harassed, insulted, and degraded people and that is [protected]@matthc03.

Like myself, many others have filed IN game complaints about his harassing behavior only to go unheard and this idiot remains unchecked and runs rampant.

Does ARC allow this because he spends money in this busted janky game?…If so, that’s disgusting and discriminatory towards those of us that are tired of his abusive bs.

You have banned his gamer tags 2x now and that didn’t do jack to stop his behavior so now I’m demanding you ban his IP completely land forbid him access to inflict emotional damage on others because they don’t measure up to his views of what he thinks people should be.

If he is not banned, I will file an FCC and SEC complaint against your company and look into taking legal action against Randy Pitchford and your company.

His bs needs to stop and he needs to be removed.

I've submitted several tickets about a bug or glitch in the game keeping me from progressing any further in the mission. The mission being bird cage. I've played it 3 days in a row and keep getting the same effect. I understand that they are working on the game, but when I submitted the ticket I was told that there cannot be any reimbursements for the rewards lost. I know better than that. It's just a matter of typing. I've been told before they don't have the resources to do that, bullcrap. Again I know better. This big [censored] game and all it's multiplayer functions and action, really...no resources?...anyways I've lost 3 days worth of reputation points and 45000 dilithium and that's not gonna get reimbursed to me which is hard to get obviously. The dilithium is [protected] and 16000. I've been playing it for some while after completing the mission. As I told the "support" people in yet another ticket, I will not be playing this game anymore unless these items get reimbursed. Understand that everyday that goes by more reputation points is lost and the dilithium pool steadily goes up 17 18 19 and so on. This is my way to get zen to spend in the game. I work to damn hard to spend money into this game or at least a lot into this game.

Hello

My name is Eric.

My gamer tag is Annihilatorxx69

Since the new update of Dragonbone Vale. I try to log into my account and once I log into the game the game freezes. I have tried restarting the console, I have tried numerous times to close the app and reload the game nothing works. Can you please help.

You can reach me at [protected]

Eric

On 01/11/2022 I started messaging arc from my secondary account.

I have been playing S.T.O. for around 2 years now, and recently I created a

second account off a different email address. I initially did this because I

wanted to play on an account where everything was done by building up with

credits within the game, and not spending any cash on it like I have on my

primary account. On starting the new account all episodes within the game

are now having to be played one by one, mission by mission within each

episode. I contacted arc support about it, because as I said I've been playing

for around 2 years, and have never had anything like this, not even on an

account I created around 6 months ago that I can't remember the email or

password to, so that one is null and void.

I sent pictures of played and unplayed episodes of my primary account

proving for a fact that this game didn't play out like playing an ancient

Nintendo or Play Station. Arc support only argued with me, and stopped

responding on the secondary account, so I went on to my primary account

and messaged them from there.

After messaging from my primary account Arc support banned my primary

account, without any warning and for no apparent reason, and to this point

also still won't respond and even give a reasonable reason for it.

All I asked them to do to start with was to unlock the episodes on my

secondary account like they're actually supposed to be, and all arc support

does is argue with people. That's not a very good support team, and in my

opinion should be replaced.

Primary account is nyx#3981 Secondary account is elizabeth#7589

My account on Neverwinter has been banned. All I asked for was to get it lifted as I never received any warning, I have no previous violation history or anything like that. They delivered for us another bug in free claims called The Knox Box. First they robbed me by not getting what I payed for (bought for astral diamond 5 boxes from wondrous bazar received just 1, then another purchase was made with promissory notes it should work 1=1 and it consumed 2 and received only 1), then the real problem arrived : went to the home page on console (PS4) and tried to claim my 5 boxes but all I got was red messages known as errors and so sign of getting anything dropped in my inventory ( usually you can see dropped/picked up items on right down corner) of course in disappointment I clicked on it few times, then my husband tried and nothing but this error on my tv screen. But for my surprise later on I found in my inventory that I have claimed more that it was suppose drop (every time we clicked on it it dropped +5 boxes without our knowledge). So because of this they said that I have exploited a bug. I wasn't quiet about it as I contacted them because after 3 days from this incident they banned my account without any warning or explanation. I have also offered them to take back dropped items as I opened those boxes ( I have done nothing wrong here as there is nowhere stated how many you can actually open). While trying to communicate with them also offered them solution like bringing back the server so everyone will be put back where we were, Arc games wont loose anything and players wont earn anything, we explored bug they know about that time and they could fix it and everyone would be happy. But all I was given was copy paste answers of we cannot lift this ban. They just after 3 days cherry picked few unlucky people who they permanently banned for their crappy service, development and testing. If it was so big of not acceptable can someone explain me why they didn't go throw whole game log and didn't ban every single person who got guilty? Yes we as a player base talk now and there so we know who claimed more and doesn't.. Also who claimed them accidently (like my case) and who actually abused it. They even closed my ticket without solving my situation. All I am asking for if to get lifted that ban. Even tough it is not legit from them to take anything dropped now because of how much I am daily loosing because of not planned inactivity they decided for me. If anyone can help it would be amazing.

All cash players got gifts for getting dced yesterday. But us who don't use real money did get anything.

Is this how it works?
If you don't use real money you don't get treated well even though this is a game and we use all are time playing this game. And by playing this game the owners make more money everyday but yet you care about cash players who hardly use their time since they buy everything with money.

It's bloody unfair and unacceptable!

My husband gets stuff but I don't because I play more on this freaking damn game.
And because of this bloody game ppl lose their lives and marriages thanks to your [censored] methods in this game.

Yet all you care about is freaking real cash.
I hate this fricking game because of you creators.

You're messing with people and their livelihood.

Hope you all deserve what you get in return for creating unfairness and betrayal in a game.

Pissed of gamer!

I have been trying to get an adult on the usual channels at arc and its not working. They are using technicalities and snubbing me with flawed logic. My name has been covered with the lie, "bad name" I used the name priestitue on my dc.
The word prostitue is offensive but not what I made the name to be.
" Itute " is not a word but a suffix. It's not so much a suffix, but is rather a root. It comes from the latin statuere, "cause to stand, establish" which comes from the Proto-Indoeuropean root *steh₂- "to stand."

As words change in meaning over the years and centuries, and have different origins from other languages even though they share the same root, it might not be immediately obvious how these words all share the same root. A good dictionary with etymology will shed light on this.

Here's a list of the words you gave and the prefix meanings used. I'll also give a rough translation with the root so you have an idea how the meanings evolved.

Prostitute uses the prefix pro- "before" and comes from the latin past participle of prostituere: "to expose publicly." Stand Before

Constitute derives from the latin prefix com- "with, together" Establish Together

Institute uses the prefix in- "into, in, on, upon." Establish Upon

Restitute uses the prefix re- "again, back, anew." Establish Anew

Substitute uses the prefix sub- "under, below, beneath, at the foot of." Stand in place of

To prostitue or give sex would be offensive. To priestiitute is not in any way offensive unless you worship satan. To give away the gospel is what they do anyway. If you still, have issue with my name and wish to make issue of it instead of admitting you were wrong and remedying this situation please escalate this issue as I feel I have given adequate information to make an intelligent decision. Our communication is documented on my end as well. Good day I hope to hear that this has been handled in a more adult fashion soon.

Another word with this root is:

Destitute using the prefix de- "away" which as taken the meaning "abandoned/forsaken" Stand Away/Without

This was all in my message to arc without a helpful response. Actually they marked it spam so it went unconsidered. I have to believe this is just a couple little brats in there working together who really shouldnt play this game AND work there as it is obviously causing some concerns. Because otherwise the entire game is ran by like minded individuals and so I will need to roll up my sleeves and do better then this. Facts dont care about feelings and it seems this entire issue is based on precisely that. Im seeking a more intelligent response then I have this far obtained. Thank you and have a nice day.

So I contacted them to help possibly get my account ban lifted. I am Master Staff Seargent Arthur. For the last 6 years I have been doing tour after tour in Afghan. I have recently returned home to find out my son had used my account and did wrong things getting it banned. I have had to make numerous attempts getting things reversed besides just this. All companies helping me out do to what has happened and thanking me for serving. I've gone thru and punished my son deeply for everything he's done and caused. I have contacted arc for same issue. The response I got back was ban was too long ago for them to do anything. I'm sorry I was serving to protect you who work there and didn't take time off to deal with this till I finally got to come home permanently. I was treated with no respect just it's been too long. I don't even care if I have to start over. I just wanted to be able to do what I loved after serving this country and the people at arc that showed no respect for what I have been through.

My user name is tobylevel61, my email address is [protected]@yahoo.ca. When I put the game on I was missing one of my characters. Happened twice to my wife in 2 days. Linda Kilcollins. Her user name is celorca2002. Please resolve this issue. This is costing too much money. We've put hundreds of dollars into zen and I don't believe we've done anything to deserve what is happening to our accounts.

they sent me a warning of violation of term of service because I said the following words in the game:
"dafaq"

Notice multiple of these warning may lead to permanent ban of your account.
May be stay away from this company since they will make you feel unsafe while charging big money/investing a lot of time in the game because they can choose to close your account whenever they want. The reason can be because you said "dafaq" in the game.

SCAMMED FOR $100
New player, new account. Purchased in-game currency through their game client. Transaction completed- no currency delivered. Contacted support- they couldn't verify transaction. Credit card company confirmed acceptance on THEIR end. Continued to contact support for delivery. Support discontinued correspondence. Ignoring email, BLOCKING in client chat, and getting hung up via phone billing support.
THIS COMPANY IS A SCAM.

I bought the lifetime subscription on xbox February 2, 2019 from the z-store and I have not received any of the items the pack said I would receive from the pack. I went onto the arc portal to see what the issue might be and the website said that the lifetime subscription was only available for pc even though there is an option to buy it for Xbox. I either want the items from the life sub or my money back!

I recently purchased a lifetime subscription, and since then have been having trouble with loading and playing characters that I have. I keep getting an error message saying, "connection to login server timed out, please retry later". I play the game on an Xbox one console that has a direct connection to the modem, so it is not a connection issue there.

This review concerns ARC's game, Star Trek Online. The game, at this point, is a terrible mix of spaghetti code that's replete with bugs and playability issues. The largest of these playability issues is called 'rubberbanding', in which your character jumps all over the screen due to communication issues with their server. Old content in the game is left to rot and often doesn't work correctly when new updates are applied (characters stuck in the floor, not present at all, etc.).in addition, console games are lacking compared to their PC counterparts. Tutorials in the console game repeatedly instruct you on how to play the game - on the PC. ARC apparently views the console versions of their games as cash grabs that can be neglected.in addition, their customer service is non-existent. If you have problems with an in-game issue on console, you're on your own.

In September 2018 with the excuse that with my GigoStarS account on XBOX One I participated in some collaborative multi-player activities with people who did not know how to exploit a glitch known to developers since the beta version on the PC platform in the DLC Mod 14 mi access to the game was inhibited after 350 days of play (days in the game in 3 years and over), with materials for 32000 € with 13000 Zen (130 € current value) with 14 million finished astral flames .. When people who had invited me in the hunts (so called the activity) were suspended for 1-3 days at most ..

When I asked for the European legal address to send my registered letter to my legal counsel, I was denied, so much so that I have filed a formal complaint with the police in my town along with many others (in other regions / cities).
The PM that has taken over the thing is finding several problems to identify legally prosecutable referents here in Europe, it is indecent for me that a company arrives to destroy its own game for the revenge of some incapable and lazy developers who could if you were serious to correct the problem already on PC and in any case before the release on the console.

My friends, those few still in the game since we had the largest and most famous Italian guild "The Dark Brotherhood" in the alliance "The Legendaru Outlows" would like you to create a new account .. but how can you trust a company that steals users' money, on several occasions or paid € 5-10 over the years to buy Zen money game .. I have therefore established a distance sale contract. but apparently the support believe they are above the laws and legality .. what do you say?

Are you aware?

Do you know that some have had to pay to see themselves unlock the account?

My Live account is GigoStarS check the truth of what asserted and unlock the account, the excuse that those who used that bug violated the rules of conduct does not make sense, I did not use bugs to kill other players more easily or run faster, I already had characters to the maximum and so much currency to make irrelevant that little that suck of activity nerfata by the refinement of maximum diamonds set at just 100, 000 per day per account could have given if and when I had finished refining the millions of unrefined rough diamonds made by performing other legitimate activities, just go to my account statistics to check how many thousands of dungeons etc. I have run .. even the investigating judge who does not understand it has understood the grotesque situation put on by your web service to take revenge for being put into visibility by the excessive use by some of this bug, which I repeat they should and could fix before the release on consoles seen the months between release on PC and console, and still send a mass message warning .. do not rob millions of users with an eye for Americans for fear of class action ..

***FALSE ADVERTISEMENT***

When I downloaded & started to play his game back in late September 2016 (XBOX 1), I made a online (C-Store) purchase for the Steam Starter Pack that was for $25 (2500 ZEN Store money). I never received what I paid for & ONLY received the T1 version EVERY time. As it states on the WIKI: "It was originally obtainable from Steam as part of the Steam Starter Pack, and was made available to Xbox One players during the four week launch period of Star Trek Online's console debut. It is now available in the Cryptic Store for 2500 Zen. The Vice Admiral level (Tier 5) Blockade Runner Escort Retrofit is also included."
It took over a year & a half just to get the complete package which includes 2 ships...the T1 Version & the T5 version. (as you can see in the photos that are included which are recent) After several failed complaints which took just over 18 months, I was finally rewarded what I paid for. So, because of what this company advertises, this is saposed to be used for "account wide" per Starfleet characters. But when I tried to utilize this pack on a different Starfleet character, I was back to the same problem & complaint. So AGAIN I made a "trouble ticket" to request for the T5 that I NEVER received from this pack. It took a few more months of waiting but the company finally again rewarded me with the T5. NOW, after the AoD (Age of Discovery) has been added for a DLC, I again tried to "claim" this 2 ship pack but NEVER received the T5 version...AGAIN. So again, I put in a trouble ticket to request the T5 version & this is what they responded by saying:

Response By Email (Zildross) (11/26/2018 10:17 AM)
Hello Captain,

Thank you for keeping in touch with us.

We have reviewed your request for assistance regarding the Steamrunner pack. As previously stated from [protected], we have received word from our Cryptic development team, and unfortunately it looks as though the C-Store description is incorrect, and the promotion is intended to only grant the T1 Steamrunner ship. We hope to have the description changed to reflect the intention, and apologize again for any confusion it caused. Should you need help with anything else, feel free to reach out again as we'll be more than happy to assist you.

Your patience and understanding is greatly appreciated.

Regards,
Zildross
Game Master
Perfect World Entertainment

They say that this a mistake on their part & this has been advertised in the games C-Store for at least 2 years now & THEY STILL have NOT corrected this so called mistake! They even informed me that because of this mistake that it is intentional & will not reward me what I paid for. Because of this mistake that took over 18 months, they did reward me 1/2 of the ZEN that I originally paid for the 1st time I made this purchase because 2 years ago, I had made a grand total of $30. The ship pack( which includes 2 ships...the T1 & T5. And what I had left to use I purchased 4 keys that are saposed to unlock ANY lock Boxes in the game. (which I STILL NEVER received)

My son bought in game "zen" for £15.99 on Arc/Perfect Worlds game Star Treck online, however the transaction went through twice.
He did not get two lots of the purchased game credit & the second lot of £15.99 has not been refunded to him.
He has unsuccessfully tried to rectify this through Arc's "support ticket" and Sony themselves.
I wish to raise a complaint about the lack of refund & lack of customer service.
Legally he is entitled to a refund, & if this is not received I want to take matters further.
The lack of information & help is appalling, the company are basically stealing & then hiding behind Sony's no refund of in game purchase clause.
His Username is [removed]
Please contact me ASAP at [protected]@gmail.com to settle this matter.

Would like to add my 5 cents to reviews about the non-working server. Impossible to use the website in full.
Each time I try to use the server a small notification pops up saying the connection was lost. I checked my connection and stuff like that a thousand times, everything is ok. So it's your side. Then I found identical reviews and understood I was not the only one with the same issue.
Fix it or you will lose all the customers.

This company has been harassing me, every sense I got a bit of an attitude with one of the employees.. First they made it to where I have limited access to my personal information on their website, then they blocked me from submitting support tickets on their website. I know this because I created a new account and attempted to submit a ticket and no problems.. when I went to my main account it would constantly give error too many redirects. The reason I initially got an attitude with the employee is because they marked my support ticket as resolved when the problem was not.. refer to my other complaint on this company for the initial incident. I went on the web forum and had to submit a ticket regarding log in issues because they blocked me from submitting any other type of issue and this is what happened. 2 days later no reply... The ticket that they say was a duplicate was a completely different issue regarding me no longer having access to an email account that I used to have. They replied to that issue asking for a list of information including my ip address...

Hello,
There seems to be a misunderstanding I have the transcript from the other issue that reads

Login Issues [Incident: [protected]]
Customer By Web Form 06/09/2012 10:45 PM
I was trying to change my email address that I no longer have access to to

If you notice the problem that was submitted is not the same problem that is submitted from Login Issues [Incident: [protected]] so this is not a duplicate ticket. It is a separate problem that needs to be addressed.

Thank you,

Ryan

On Tue, Jun 12, 2012 at 2:55 PM, PWE Customer Service wrote:

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

We appreciate your patience as we worked to resolve this issue.

Thank you for allowing us to be of service to you.

Subject
Login Issues

Discussion Thread
Response Via Email (Support Staff 35) 06/12/2012 11:55 AM
Hello,

This appears to be a duplicate of a ticket already in our system [protected]). Please refer to that ticket for updates.

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.

This ticket will now be removed from our system and no response from you is necessary. Your primary ticket regarding this issue will be unaffected.

Thank you for your patience and understanding.

Customer Support
Cryptic Studios / Perfect World Entertainment
Auto-Response 06/10/2012 09:13 AM
The following answers might help you immediately. (Answers open in a separate window.)

Title: I can't patch/update, install, download, login, start or otherwise enjoy the game, help?
Link: https://support.perfectworld.com/app/answers/detail/a_id/4120

Title: My password is not working on the game or website, what can I do?
Link: https://support.perfectworld.com/app/answers/detail/a_id/4125

Title: Cryptic Account Security Notice FAQ
Link: https://support.perfectworld.com/app/answers/detail/a_id/4124

Title: Where can I find the screenshots I took?
Link: https://support.perfectworld.com/app/answers/detail/a_id/1428

Title: Screen shot
Link: https://support.perfectworld.com/app/answers/detail/a_id/1449
Customer By Web Form 06/10/2012 09:13 AM
When I click on submit a ticket it gives me an error... to many redirects.. whats interesting is I never had that problem before my last ticket... whats even more interesting is when I use a different account on the same computer i'm able to access the submit a ticket section just fine... is this the type of immaturity customers can expect from Perfect World Entertainment?

Question Reference #[protected]
Product Level 1: Website
Category Level 1: Customer Support
Category Level 2: Login issues
Date Created: 06/10/2012 09:13 AM
Last Updated: 06/12/2012 11:55 AM
Status: Duplicate
Connection Type:
Date/Time of Problem:
Character:
Server:

Operating System

Internet Service Provider

Computer Manufacturer

Transaction ID
N/A

[---001:002049:07238---]

I had a very serious in game issue, that the billing dept. didnt feel was important, I called the billing department for this issue because it was stated on thier website that the billing department was supposed to handle account maintenance issues. I spoke with an employee who told me that the issue would be resolved by a specific time, it was not, I called a second time and spoke with the same employee and who lied directly to me and said that he never said the issue would be resolved, I spoke with a supervisor about this issue while an employee was laughing at the situation in the background, very unproffesional. The issue was resolved, but not without a lot of trouble. Wal-mart cares more about thier customers than these people.