Pooka
Master Trainer
As many of you know, I have been a big advocate of Pokémon TCG Online since its release. I've tried my best to advertise it and expose it to new and old players alike, going out of my way to create videos and live streams so that other people can watch it.
So, one day I logged in to play a game on PTCGO, and it said my deck was not legal anymore. Confused, I opened up the deck builder to find that some of my cards had disappeared. When I looked in my collection, sure enough, the cards had disappeared. I did not trade them or give them away; they were just missing.
I posted on the PTCGO forums, but the only response I was given was to "file a support ticket." Well, I did just that. Normally I wouldn't speak about this in public, but I figured this was worth talking about. Here is my initial attempt to reach out to the support team.
Today I received a response. Here is what they sent me in return.
Now, I don't know about you, but this is not an acceptable response for me. Basically this is saying "tough luck, but nothing can be done about it." How am I supposed to respond to that? I spent my own time and money in order to get the cards, and now they just disappear? Something isn't right here. (For the record, I responded with links to videos of me playing where clearly I have the cards. I am awaiting a response.)
I love Pokémon, and I want to see it grow and succeed. So, I'm posting this basically to serve as an eye-opener. As a loyal customer and player, I cringed when I read the response to my situation. What do you think I should do about this? Am I overreacting? I'm also curious to know if this has happened to anyone else because I know of at least one more person who has had cards disappear for no reason. I know PTCGO is in the beta stage still; that is not my issue with this. My issue is with the way the problem was handled.
-Kyle Sucevich
So, one day I logged in to play a game on PTCGO, and it said my deck was not legal anymore. Confused, I opened up the deck builder to find that some of my cards had disappeared. When I looked in my collection, sure enough, the cards had disappeared. I did not trade them or give them away; they were just missing.
I posted on the PTCGO forums, but the only response I was given was to "file a support ticket." Well, I did just that. Normally I wouldn't speak about this in public, but I figured this was worth talking about. Here is my initial attempt to reach out to the support team.
Recently I went to build a deck, but then I noticed I had cards missing. I had two of each Rayquaza & Deoxys LEGEND cards (top and bottom halves), and now they have disappeared. I have heard others complain about cards missing from the Collection as well. I have not traded the cards away or anything like that; they are just missing.
Today I received a response. Here is what they sent me in return.
Hello Kyle,
We see you are having an issue where some cards are possibly missing from your account.
We are able to see that the the cards are not on your account, and that you have not traded those cards, but we are unable to verify that the cards were ever on your account. As such we are unable to grant those cards to your account.
We do apologize if this causes you any frustration.
Thank you for using Pokémon Support!
Sincerely,
Pokémon Support Team
Now, I don't know about you, but this is not an acceptable response for me. Basically this is saying "tough luck, but nothing can be done about it." How am I supposed to respond to that? I spent my own time and money in order to get the cards, and now they just disappear? Something isn't right here. (For the record, I responded with links to videos of me playing where clearly I have the cards. I am awaiting a response.)
I love Pokémon, and I want to see it grow and succeed. So, I'm posting this basically to serve as an eye-opener. As a loyal customer and player, I cringed when I read the response to my situation. What do you think I should do about this? Am I overreacting? I'm also curious to know if this has happened to anyone else because I know of at least one more person who has had cards disappear for no reason. I know PTCGO is in the beta stage still; that is not my issue with this. My issue is with the way the problem was handled.
-Kyle Sucevich