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2 years ago ::
Dec 16, 2009 - 7:04PM
#1
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Date Joined:
Jun 14, 2009
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[03:35:43 PM] Thank you for contacting Wizards of the Coast Support! How can I help you today?
[03:36:19 PM] : Hey, I heard Time Spiral regular set redemptions were returning today, and I just got home from work to find that there are none remaining. When are they coming back?
[03:36:27 PM] Support Agent: They did come back earlier.
[03:36:41 PM] : They are not there as of the present, though.
[03:36:46 PM] Support Agent: At this point we don't have a lot of information on what's going on with that. They may be sold out already, or there may have been some sort of error.
[03:36:49 PM] : And I have 25 sets to redeem
[03:37:16 PM] : Well, I bought 25 sets with the hopes of turning them into physical product.
[03:37:22 PM] Support Agent: We're forwarding any questions on to the Magic Online team to answer. I can add yours to the list, if you'd like. You should be getting an email response back shortly.
[03:37:57 PM] : Well, I must imagine you have a very long list
[03:38:06 PM] : A number of people are very upset about this
[03:38:11 PM] Support Agent: You are definitely not the first person to ask about this, no.
[03:38:27 PM] : A lot of us work during the day, and we did not even have a chance to place an order
[03:38:59 PM] : I hope that they are put back up in the near future, because a lot of us invested a lot of money in the hopes of being able to redeem them
[03:39:12 PM] Support Agent: I can definitely understand that.
[03:39:35 PM] : What would happen in the event of a sellout as of this moment?
[03:39:53 PM] Support Agent: I do not know. We've been given no information about that.
[03:40:26 PM] : OK, but I am sure you know that many of us would not accept the worst case scenario as an answer
[03:40:34 PM] : and many of us are your most loyal customers
[03:40:54 PM] Support Agent: I wish I could provide you more information, but I've given you all that I have. I'll definitely pass along your thoughts and request for more info.
[03:41:02 PM] : OK, thank you
[03:41:05 PM] '' disconnected ('Concluded by End-user').
Discussion Thread |
| Response (Support Agent) |
12/16/2009 05:09 PM |
Hello XXXX,
We’re sorry that you weren’t able to redeem your sets. Unfortunately all of the sets available have been redeemed, and we will not be adding any more in the future.
We would appreciate your feedback on the service we are providing you. Please click here to fill out a short questionnaire.
To login to your account, or update your question please click here.
So yes, thanks Wizards for setting cut-off dates that you do not plan on keeping, making promises to loyal customers like me, who planned on redeeming 25 TSP sets at the cutoff, and completely turning your backs on them, and last of all, thank you for completely denying those who work a full-time job, the part of your customer base who pours the most money into your product, the ability to redeem their TSP sets.
Trust me when I say that I will NEVER forget the ineptitude of your staff and your complete and utter disregard for your customers. You can count the $4000 per month I pour into your program gone.
When TSP was stocked out, I was told VERY clearly by your support staff that I would be able to redeem sets in spote of this and that purchasing full sets was a safe investment. I wouldn't have purchased 25 sets in the meantime if ANYTHING like this had a remote possibility of happening.
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2 years ago ::
Dec 16, 2009 - 7:14PM
#2
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I agree, this sucks. I also spent money specifically for the purpose of redeeming a Time Spiral set, when at the time Time Spiral was listed as being redeemable until the 7th. Then once I had my set I went to the store and couldn't redeem it. So even though Wizards website said the set was redeemable at the time I spent money on it, I never had an opportunity to redeem those cards. That is an absurdly bad customer experience.
Edit: not only that, but I went to the support channel in the game at the time and they assured me I would get a chance to redeem the set. This is an incredibly negative experience for me.
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2 years ago ::
Dec 16, 2009 - 7:22PM
#3
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Date Joined:
Jun 14, 2009
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I currently have 25 sets sitting in my account. I will happily gather as many people together just to show WOTC the stupidity of its ways. Lying to your customer base, especially the part with money, is not smart.
If we had missed the cutoff date, then I would not be so angry...but I spent lots of time and money preparing for it, only to be given the middle finger.
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2 years ago ::
Dec 16, 2009 - 7:29PM
#4
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Date Joined:
Apr 18, 2008
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There is absolutely no excuse for this. I wanted to redeem 1 measly set and I am livid that I can't. I can only imagine how it must feel to have 25 sets ready to redeem. Wizards must allow everyone to redeem their sets or they could be in for a mass exodus. 2-3 times a year they give me a reason to quit this game, and they have always been fortunate that I love playing this silly game. One of these times though, I will get fed up and call it a day. And I know I'm not the only one.
So, if someone from Wizards is reading this (someone who can institute change, perhaps), please consider that this is one of the single most egregious offenses I have encountered. And I expect recourse, whether legal or just by people quitting. I know I spoke to one individual who claims to be quitting who also claims to spend $50k a year on MTGO. That's a hefty loss.
Here's a solution: Allow a certain amount of time for redemptions whereby you can ascertain the number that need to be printed. Print them and ship them to the individuals. And all is settled. It's really that simple.
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2 years ago ::
Dec 16, 2009 - 8:26PM
#5
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- Volunteer Community Lead
- blame me for the weather
Date Joined:
Feb 27, 2002
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Just a reminder: any talk of legal action is the fast lane to getting a thread closed.
Magic Online Volunteer Community Lead I'm trying to make my official VCL posts in purpleMtG Rules AdvisorIf you see something that needs VCL attention, please use this thread to make a request and a VCL will look at it as soon as possible. CoC violations should be reported to Customer Service using the "report post" button. Please do not disrupt the thread by making requests of either kind in-thread. Thanks to PhoenixLAU for the awesome avatar! Quotables Spoiler:
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"Stop that! If you're not careful, rational thinking may catch on!" -Sax
"... the only word i see that fits is incompitant." -Mr44
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"I tell people often, if you guys want to rant, you've certainly got the right to (provided you obey CoC/ToS stuff), and I don't even really blame you. But if you see something you think needs changing a well thought-out, constructive post does more to make that happen." - Worth Wollpert
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2 years ago ::
Dec 16, 2009 - 8:32PM
#6
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Date Joined:
Jun 14, 2009
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Indeed, that is not the point of this post.
The point is to let WOTC know just how many people this has affected, from the routine set-builder to myself, someone who has bought enough tickets directly from the MTGO store during his lifetime to likely buy a condominium.
Being betrayed by lies and deceit is a terrible way to retain customers, and I do not believe I have ever felt such disrespect from any entity, be it human or corporate, in my life.
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2 years ago ::
Dec 16, 2009 - 8:58PM
#7
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Date Joined:
Jun 16, 2007
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I indeed got the same answer the poster did. It is quite unfortunate that things worked out this way. Especially given that I made sure I was up and online early enough to be able to catch it when it was supposed to come up after the 4-hour downtime.
As it turned out of course the downtime only lasted 2.5 hours (much shorter than normal), and within minutes of it coming online at 10:30am (or so I was told) the sets were allready sold out.
I specifically asked them how many sets they put into the store. The response I got:
"Unfortunately, the information you've requested is not something we can provide. I apologize for any inconvenience this has caused you."
Seems odd that they would be unwilling to provide that sort of information, of course I suppose I dont know how they usually handle this sort of thing, but if I was assuming that wizards lacked integrity, I could surely assume from their lack of response that the amount of sets that were put up were in fact minimal rather than being a full restock like they promised. Of course without them being willing to tell us, I suppose it is up to us to decide what the truth is.
In the end I will be honest in saying that thankfully I didnt put a bunch of money into purchasing the sets yet, though I had every intention of getting and redeeming 50 of them if I would have had the opportunity to do so. So I suppose its more of a loss to the guy I was going to be buying the sets from more than anything.
To all those that are now sitting on a lot of time spiral sets and can do nothing with them (if you were hoping to redeem them), Im certainly sorry, and wish there was something that we could do about this, but it doesnt look likely.
I suppose in the future we should all plan about 6-months ahead for doing our redemptions to make sure we dont get hosed like many of us did today.
If anyone does happen to find out how many sets they put up in the store to start the day (somehow) Im sure a lot of us would be interested to know.
On a semi-related note. Does anyone have a clue as to why so many set redemptions came due this year? Fifth Dawn, Champs block, Ravnica Block, and Time Spiral Block w/coldsnap.
Anyhow, hope things go better next year with lorwyn/shadowmoor blocks and 10th edition. Though Im beginning to have my doubts unfortunately :/.
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2 years ago ::
Dec 16, 2009 - 9:00PM
#8
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Date Joined:
Aug 21, 2007
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Look on the bright side, online cards are 10 times better anyway.
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2 years ago ::
Dec 16, 2009 - 9:03PM
#9
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Indeed, that is not the point of this post.
The point is to let WOTC know just how many people this has affected, from the routine set-builder to myself, someone who has bought enough tickets directly from the MTGO store during his lifetime to likely buy a condominium.
Being betrayed by lies and deceit is a terrible way to retain customers, and I do not believe I have ever felt such disrespect from any entity, be it human or corporate, in my life.
I completely agree that WotC has screwed this batch of redemption up quite badly.
WotC really needs to make this right to their customers. (Nope, I am not trying to redeem anything.)
I also am quite happy for you that this is the worst disrespect you have had in your life, may you continue such an idyllic life. You probably don't need to resort to such hyperbole to make your point.
Good luck with this, I hope WotC does the right thing.
Thank you, Erik.
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2 years ago ::
Dec 16, 2009 - 9:17PM
#10
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Date Joined:
Sep 26, 2007
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the things you own end up owning you
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