Exchanging mana jewel packs - I.HATE.SUPPORT!

MarsDeon
MarsDeon Posts: 18 Just Dropped In
in MtGPQ General Discussion
Dear dev, dear @Brigby, hated support.

When I got four duplicate from mana jewels packs I wrote to support and ask them for exchange packs. Of course, I've described whole situation, time, specify all cards, wrote that I've not converted them.

They changed only one. Just one.

I've repeated several times that i've bought four packs but support totally ignore me and closes ticket without any notice twice.

Those quietly and cowardly closing tickets going regularly. 

Would you say something here?
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Comments

  • HypnoticSpecter
    HypnoticSpecter Posts: 190 Tile Toppler
    I do one ticket per pack and it works. I reply on the original ticket if the reroll is also a dupe, rather than opening another ticket.
  • Sirchombli
    Sirchombli Posts: 322 Mover and Shaker
    This happens way too often. The jewels are supposed to invoke warm fuzzies, but really only bring annoyed angries. I'm glad that masterpieces are going away. I'm going to be really upset if elite packs still cost 400
  • Ohboy
    Ohboy Posts: 1,766 Chairperson of the Boards
    I've contacted them 4-5 times for Rerolls and they've all been fast turn around.

    Compared to other issues where they sometimes take weeks to correct, next day replies aren't bad. 

  • MarsDeon
    MarsDeon Posts: 18 Just Dropped In
    This answer from support:

    "Per current policy, we can only offer exchanges for so many duplicates during each rotation. We do apologize for any inconvenience. Unfortunately, we can only provide the one exchange for this rotation. Because these booster packs were purchased during the same rotation, we are unable to provide the exchange for the others."


    This total lying, because my coalition mates exchanged more then one packs at once.

    That means that I shouldn't buy more one pack per rotation, cos I can't exchange it.
    That means that I shouldn't collect mana jewels several month, cos they disappeared.
    That means that I shouldn't write to support.
    That means f..k off dear player. 

    @Brigby ?


  • bk1234
    bk1234 Posts: 2,924 Chairperson of the Boards
    I got one the other day -- a duplicate Swarm -- while I was waiting for the reroll, I decided to hit it again and got ANOTHER Swarm. I added those screenshots to the ticket and only got one re-roll. I'm waiting for a response on my second -- this does not make me optimistic. 
  • MarsDeon
    MarsDeon Posts: 18 Just Dropped In
    @bken1234
    Did you hear or read something about  "provide the one exchange for this rotation"?
  • Ohboy
    Ohboy Posts: 1,766 Chairperson of the Boards
    The policy changes every so often. I've been trying to get them to answer a direct question on current policy for days.

    Basically, past experiences by others don't reflect current policy. 
  • rafalele
    rafalele Posts: 876 Critical Contributor
    There should be a place where the "current policy" of everything in this game could be read, don't you think so?
  • Ohboy
    Ohboy Posts: 1,766 Chairperson of the Boards
    If it helps, my conclusion from putting everything I know of the current policy together points to everyone getting one to two rerolls, followed by a guaranteed non duplicate card per rotation(they stress this once per rotation bit).  

    So while its bad to buy multiple packs now in case you find yourself needing more rerolls than offered, it does mean you are guaranteed a non duplicate at the end of the day on your first pack.

    I may be missing some details, but like I said, the support staff won't give me straight answers. Also, the policy might have changed in the last two seconds. No one knows. 
  • Machine
    Machine Posts: 857 Critical Contributor
    I spent 800 jewels on the current elite pack, because I already had several mythics and knowing of the reroll policy it would increase my change on the masterpieces. First was a non-dupe Suncrested Mare. Second was also a Suncrested Mare. I filed a support ticket a got a fast (next day) response. Unfortunately, the reroll was another Suncrested Mare. I replied to the ticket, which was still open, to get another reroll. This time it was a dupe Uncage the Menagerie. Again replied to support and now they say the if I consent, I will get a guaranteed non-dupe reroll. Still waiting for the reroll, though...
  • HypnoticSpecter
    HypnoticSpecter Posts: 190 Tile Toppler
    edited October 2017
    Well, you've convinced me not to try for a 2nd pack this cycle. Thanks, I guess!
  • Rhasget
    Rhasget Posts: 412 Mover and Shaker
    Machine said:
    I spent 800 jewels on the current elite pack, because I already had several mythics and knowing of the reroll policy it would increase my change on the masterpieces. First was a non-dupe Suncrested Mare. Second was also a Suncrested Mare. I filed a support ticket a got a fast (next day) response. Unfortunately, the reroll was another Suncrested Mare. I replied to the ticket, which was still open, to get another reroll. This time it was a dupe Uncage the Menagerie. Again replied to support and now they say the if I consent, I will get a guaranteed non-dupe reroll. Still waiting for the reroll, though...
    The guaranteed non-dupe is just placed in your collection without notice. It's not sent as a pack. I got one a week ago this way.
  • Corn_Noodles
    Corn_Noodles Posts: 477 Mover and Shaker
    Keep in mind, there's a "maximum reroll" per rotation. If you hit your maximum, they will not exchange any other packs you buy in that rotation. It happened to me. It's very tinykitty.
  • Machine
    Machine Posts: 857 Critical Contributor
    Rhasget said:
    Machine said:
    I spent 800 jewels on the current elite pack, because I already had several mythics and knowing of the reroll policy it would increase my change on the masterpieces. First was a non-dupe Suncrested Mare. Second was also a Suncrested Mare. I filed a support ticket a got a fast (next day) response. Unfortunately, the reroll was another Suncrested Mare. I replied to the ticket, which was still open, to get another reroll. This time it was a dupe Uncage the Menagerie. Again replied to support and now they say the if I consent, I will get a guaranteed non-dupe reroll. Still waiting for the reroll, though...
    The guaranteed non-dupe is just placed in your collection without notice. It's not sent as a pack. I got one a week ago this way.

    Today I noticed the new card added to my collection. There were only 3 possibilities: Slaughter Pact, No Mercy or Swarm Intelligence. I received No Mercy :-). All good with me.
  • Machine
    Machine Posts: 857 Critical Contributor
    edited October 2017
    Corn Noodles said:
    Keep in mind, there's a "maximum reroll" per rotation. If you hit your maximum, they will not exchange any other packs you buy in that rotation. It happened to me. It's very tinykitty.

    Sorry to hear that, but that's not how it worked out for me. After getting several dupes with the rerolls support told me I was now eligable for a randon non-dupe card from the Elite Pack. They gave me No Mercy, which was indeed a non dupe. Great support if you ask me...

    Edit: Just like Rhasget said: it was added to my collection directly. I didn't have to open another Elite Pack.

  • MarsDeon
    MarsDeon Posts: 18 Just Dropped In
    What does it means "maximum reroll"? I've bought four packs, then they changed only one with duplicate and then they give random non-dupe card. This means "maximum reroll"? This called lazy and disrespectful support.

    Btw today I've got not formal and respectful answer from support person (EHA) which tried to talk as normal. Will talk further...
  • Machine
    Machine Posts: 857 Critical Contributor
    MarsDeon said:
    What does it means "maximum reroll"? I've bought four packs, then they changed only one with duplicate and then they give random non-dupe card. This means "maximum reroll"? This called lazy and disrespectful support.

    Btw today I've got not formal and respectful answer from support person (EHA) which tried to talk as normal. Will talk further...

    I think you shouldn't have opened an Elite Pack after receiving your first dupe. Instead, you should have filed a support ticket and wait with opening other Elite Packs. Nevertheless, support should be able to see that you have opened multiple Elite Packs and the result of these packs, meaning that they really tinykittied you. I hope they will still help you get the support you need!
  • Ohboy
    Ohboy Posts: 1,766 Chairperson of the Boards
    MarsDeon said:
    What does it means "maximum reroll"? I've bought four packs, then they changed only one with duplicate and then they give random non-dupe card. This means "maximum reroll"? This called lazy and disrespectful support.

    Btw today I've got not formal and respectful answer from support person (EHA) which tried to talk as normal. Will talk further...

    Did you get this part of the email? 

    "Upon review of this case, it would appear that you now qualify to receive a one-time guaranteed non-duplicate random card from this set's rotation. Please keep in mind that this will be the last exchange that we can offer for this rotation set. Would you like to proceed? If so, please let us know and we'll credit your account with a random guaranteed non-duplicate card from this Elite Pack rotation."

    Because you had to have replied to it in the affirmative to get your Reroll. 
  • Machine
    Machine Posts: 857 Critical Contributor
    That's exactly the part I received and to which I gave my consent.
  • Corn_Noodles
    Corn_Noodles Posts: 477 Mover and Shaker
    It seems that after my complaining, support has changed how they do things. It would be nice if they would retroactively credit me for the **** service I received.

    Either give everyone top-tier service, or give everyone **** service. Is that too much to ask?

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