Pokémon TCG: Sword and Shield—Brilliant Stars

Pokémon TCG Online Situation - Cards Missing

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Pooka

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.

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.
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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
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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
 
Simply put, this is just a terrible company. The lack of respect for its customers is unbelievable and they should be embarrassed.
 
I love the game itself and I love the people. Unfortunately Pokemon USA is the most inefficient, unresponsive, difficult company I've ever dealt with. Sorry about the cards, hopefully things work out
 
i had this problem in beta someone hacked my account and stole gengar prime the same probably happened to you check your latest trade that how you find out who hacked your account
 
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They have to a backup this seems crazy they do not. If worse comes to worse Truk andI have enough codes to get you what your missing I don't want Bad Deck Monday to stop so let us know how we can Help.
 
This kind of response is unacceptable. I don't understand how they can do something that removes the cards from his account and then refuse any sort of recovery or compensation. I hope they don't treat anyone else like this.
 
As much as I try to like P!P and all they do for their players, (yes, they do) I think that a "thank you for trying, have a nice day" response is incredibly disrespectful towards people who put hours into using their status to selflessly promote the game.
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I feel for you Pooka, I lost both my Donphans and 2 Magnezone :( It's unfortunate but nothing can be done. It's unacceptable but it's just the way the company treats us.
 
It's still beta, things like this will happen. Should TPCi have some sort of backup in place? Heck yeah. Do they? Only they truly know. From a technological standpoint, anything worth keeping should be backed up, in case of failure or hacking of any sort. But once again, it's still in beta, which they've kept for a while so that things like this can be realized and fixed. Best advice? Wait out for their response.

EDIT: As for the handling of the situation, many of the support teams (sadly) are not of utmost experts on the backend. They may just have their response flowcharts (which I doubt, seeing as the answer was very specific), but even so, they should at least escalate the claim, not blame the user. One of the best dispute-resolution strategies is to put blame on oneself, not on the other, of which this most definitely does not.
 
I played a Truth variation as my deck for regionals. I tested the deck all the way up through regionals and what not, as well as through the first week of cities on PTCGO.

In mid-November, I had the same thing happen, where it said my deck was no longer valid. I checked my deck, and it said I did not own one of the Vileplumes. Flustered at why I don't have a Vileplume, I check my trade history, to see if I had one up for trade accidentally, and someone went through an old offer and took up my second to last Vileplume, making my deck invalid. Sure enough, there is no trade in my trade history.

I wrote this on Nov. 13, 2011

I've had a deck that I've been playing with for a while now that had 2 Vileplume cards in it. When I went to go play today, it said my deck wasn't legal. I opened the deck to see if there was any problem with the deck, and it said I didn't own 1 of the Vileplume cards in the deck.

I checked the trade history to make sure no accidental trades went through recently, and none did...so I just have a Vileplume card that went missing.
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A day later, they wrote this back:

Hello Andrew,

We see that you have a vileplume in your collections still and have traded one vileplume on Oct 6. The traded one would make your deck not longer valid.

Thank you for playing Pokémon!

Sincerely,

Pokémon Support Team
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Yes....because in the middle of November my deck that I had been playing with became invalid because of a trade at the beginning of October.
 
This is not the place to be complaining about this, Kyle.

The TCGO has a good set of boards.

The guys in charge over there troll those boards regularly.

They do NOT troll these boards.

If you want to impact change within the TCGO, start there.
 
bullados said:
This is not the place to be complaining about this, Kyle.

The TCGO has a good set of boards.

The guys in charge over there troll those boards regularly.

They do NOT troll these boards.

If you want to impact change within the TCGO, start there.
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I disagree on this point... an open discussion about the merits/flaws of TCGO on the most visible PTCG website can only help the game. The Pokemon website is extremely user unfriendly and the board for the TCGO really does not get the proper traffic in order to have a meaningful discussion. This is something both Pokemon and its consumers have put CONSIDERABLE time and money into, and to not have a proper discussion about it does not do it justice. Everyone wants to see the TCGO thrive, and quite frankly it is an extremely flawed system that people want to use but just cannot due to these problems. An open forum where everyone can air their grievances/suggest improvements is truly what is needed for TCGO to have the best chance at success.
 
I'd recomend posting a thread on both forums....even linking to the other thread on each. (if allowed)
 
Bullados: just how vibrant are those boards? Not being sarcastic or anything - I'm legitimately curious, 'cause I've never once read them.

P.S. Screencaps, Kyle. You ought to screencap your glitched collection as soon as possible, cross-reference it to a Youtube video that includes missing cards, and then throw that pretty overwhelming evidence at them.
 
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Regardless of whether or not this is the right place to post this, this is a shame, and there's no reason that the community should be receiving replies like this. Hopefully follow-up will be done after the video evidence of Pooka having owned the cards.
 
Typically, the responses on the PTCGO messageboards NEVER involve a solution. They delay the problem by having you fill out a support ticket which never ends favorably in my experience, or saying that they intend to fix it in the shiny version.
 
Maybe it's just me, but I'd even link them to this thread in particular just to show them how serious of an issue this is and to increase awareness of the scenario and in addition to that, maybe they'll earn a new respect and/or loyalty for their consumers.

But again, maybe that's just me.
 
Just a question for those who have encountered the same problem as Pooka, have you guys only lost the rare, "playable" cards? I haven't checked my TCGO account yet so I don't know. But if only rare, sought-after cards disappeared, it could be a sign of account hacking, not technical glitches.

Overall, I share the same sentiment as most of you here - I'm really disappointed with the Pokémon Company's shabby responses and attitude towards customer service. It's like they don't even care about the losses that we Pokémon players incur. I dont think I even have to mention how they keep using "it's still in Beta" as an excuse to cover up all these problems.
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