Exchanging mana jewel packs - I.HATE.SUPPORT!

Corn_Noodles

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.

So I received the same card six times in a row after an initial Elite Pack (400 jewel) purchase. After hitting my "maximum reroll" for that purchase, I was told there was nothing else they could do and I could use those duplicates in the upcoming booster crafting (HA!). I suggested being credited a random non-duplicate card, but they told me that wasn't going to happen. Since I was still chasing Swam Intelligence, I purchased another 400 jewel pack and received a duplicate of a mythic I already had. I submitted a ticket for this new purchase duplicate and was told that there was nothing they would do for me because I reached my maximum reroll for the pack rotation. So each purchase is not treated individually, things are tallied per "rotation". Basically, I wasted 400 jewels.

Lovely support, D3.

Ohboy

Corn Noodles said:

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 tinykitty service I received.

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

On this we concur. The policy needs to be both consistent and transparent. 

MarsDeon

Haha, they close my request silently. 

Hateborn

I had the same issue and reached out to the D3 Go reddit account with my problem and they got it resolved. 

I was chasing either Swarm Intelligence or Uncage the Menagerie and had dropped 1200 Jewels in the process, only to pull 6x Overwhelming Splendor in a row.  Eventually two of my three packs landed on non-duplicates (Crested Sunmare and No Mercy), but the third one just kept hitting Overwhelming Splendor.  I crunched the numbers and provided them the statistical probability of that outcome if all mythics had the same odds and we didn't even account for the masterpieces.  Support dug in their heels and gave me the, "try again next rotation" answer, which is when I reached out to that support with the request that they just "flip a coin between the two and give me whichever one wins the flip".

It took a few days, but eventually support reached out to me and offered to perform a final reroll among the cards from the pack that I did not have on my account and they performed said custom reroll with my permission (I received Uncage the Menagerie).  Support has the ability to grant a randomized reroll that will remove duplicates from the equation, as I've witnessed first-hand, I don't know why this isn't standard policy after the first credited reroll once again results in a duplicate.

MarsDeon

@Hateborn
Thanks for your advice about reddit. I can't  see your post. Could you send link?

Hateborn

I don't remember the post, but I had commened in a discussion on the matter and the official D3_Go account asked me to message them directly - the rest was handled via direct messages.

Edit: Found it -

https://www.reddit.com/r/MTGPuzzleQuest/comments/6vmwuk/official_policy_on_elite_pack_rerolls/dm8ugk8/?context=3

Sarahschmara

Reddit has always been superior to the actual forums. Yes, I am biased. 

shteev

People like zendesk, generally, don't they? So why do they do such a terrible job with support for MTGPQ? I mean, sure, D3 probably haven't taken out a large enough support package to cover the number of complaints that need attention, but dealing with customers inconsistently? Do they do that a lot?

Mainloop25

Zendesk may do a better job with certain types of apps over others. I've had much better service with other apps besides gaming apps.