The Pokemon Company International, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

To Whom This May Concern:
 
This is in response to a complaint submitted on September 19, 2016, ID #[redacted].
 
A member of our Organized Play team reached out to the customer on September 27, 2016 with apologies as no email or letter correspondence from this customer was received...

until August 29. The customer has responded and the reimbursement payment is now being processed.

To Whom This May Concern: After further investigation, game data indicates that this customer exchanged the character Deoxys for in-game currency or materials in the Pokémon Duel game on March 1, 2017, although the date was initially reported to the customer as February 17, 2017. While we...

regret the confusion, as set out in our Frequently Asked Questions on our support site for Pokémon Duel, we cannot replace or refund items that have been exchanged or sold.  Sincerely,  [redacted]@pokemon.com

To Whom This May Concern:
 
This is a further response to the complaint submitted on August 31, 2016, assigned ID [redacted].
 
We were unable to find records matching the customer email and name provided. As part of our measures to ensure that the individual making the request for deletion is the individual who owns the account to be deleted, the customer should use the email they used to sign up for a PTC account to file a ticket through our customer support portal and request deletion of their PTC account.

Complaint: [redacted]
I am rejecting this response because:As stated in my initial complaint to the Revdex.com, I have already contacted tech support multiple times, both through the "Ask a question" link being described in the response and by emailing [email protected] (the email address suggested on the Pokemon.com website for account login issue, and each time I receive the same cookie-cutter response of (roughly) "here are instructions on how to retrieve your user name and reset your password". The initial response message is exactly the same each time (right down to the wording and spelling), suggesting a template is being used rather than an actual human reading the message to find out that I have already tried the suggestion multiple times. When I try to press the issue, the response is always (roughly) "your messages are always blank, so we're closing this issue and marking it as resolved" or (roughly) "here is a similar description of how to retrieve your user name and reset your password, and we'll go ahead and close this issue and mark it as resolved" or (roughly) "the response we already sent with the suggestion you've already tried multiple times is the solution to your issue, so we'll go ahead and close this issue and mark it as resolved". This has turned into the text version of a broken record: "I need to reset my password almost every time I need to log in" --> "here's how you retrieve your user name and reset your password" --> "I've already done that multiple times!" --> "here's the same suggestion only slightly restated" --> "I said I already tried that multiple times!" --> "this is the only suggestion we can give you.your issue is close and marked as resolved even though it really isn't" --> rinse and repeat.This is really quite ridiculous and leads me to believe that trying to contact tech support *again* regarding this issue as suggested in the response will get me nowhere fast. In order for me to be willing to contact tech support *again*, I need to know as a matter of fact that my request for support will go to an actual human being who is intelligent enough to actually *read* my message, *understand* the issue, and [redacted]actually help me resolve the issue[redacted] -- that as opposed to having my message either automatically responded to by a computer or to a human who just barely knows enough to select a template and click send. I think it should be obvious from my messages that I don't have much confidence in this being the case, and I think you can understand how thoroughly frustrated I am as a result.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:After 20 years of time and money invested in the Pokemon franchise with no prior attempt to solicit support for anything Pokemon-related, I should be able to ask for support and get a valid response. This issue needs to be pursued further.
Sincerely,
[redacted]

To Whom This May Concern:
This is in response to the complaint submitted on August 23, 2016, assigned ID [redacted]. On August 25, 2016, [redacted]l was refunded in full for the purchase and on September 8 a follow-up email was sent to [redacted] informing her that she will be refunded for...

shipping costs.

To Whom This May Concern:
 
A customer support (CS) ticket was sent to our CS team and one our representatives responded by stating our policy related to compromised accounts and cards
missing from trades. The Pokémon Trading Card Game Online (TCGO) policy for compromised accounts is posted...

on our Customer Support website and states,
 in part, “We are unable to reverse any card trades or restore missing cards/packs/items, etc.”. Upon receiving a follow-up inquiry from the customer expressing
concern that our company would not be replacing his missing cards, our CS team informed the customer that they were escalating the ticket to our accounts
team for further investigation into the suspicious activity that led to his missing cards. The customer sent an additional follow-up response letting us know that
he would be sending a complaint to the Revdex.com and we again reiterated our policy regarding compromised accounts, which unfortunately means that we will
unable to restore the missing cards from this customer’s account.  
 
 Sincerely,
 
The Pokémon Company International, Inc.
601 108th Ave N.E., Suite 1600
Bellevue, WA 98004
[email protected]

Complaint: [redacted] I am rejecting this response because:
 
Thank you for playing the Pokémon Trading Card Game Online!We have received your bug report and it has been routed directly to the QA team. You will not receive a further reply to this message unless our developer requires additional information.These reports are an important part of our development process, and we thank you for the time taken to submit it to us."
 
"
Hello Trainer,As stated previously, you will need to contact Niantic for further support as we are unfortunately unable to assist you with your issue.Sincerely,Pokemon Support Team"
 
"
Hi [redacted],We apologize for any misunderstanding.We are not saying conclusively that the these problems stem from your hardware. However, in order to fully investigate these issues, we must first rule out any hardware conflicts. Because the issues are happening on both of your computers, we are requesting data from both computers.We appreciate that you have provided us with screenshots and a DXDIAG from your laptop. If you could provide the same data from your Alienware, that would help immensely.Thank you,The Pokémon Company International Support Team"
 
I actually provided them the details and everything. after doing that, they came up with this answer:
"
Hello,Thank you for contacting Pokémon Support. The issue you are experiencing is being caused because your system does not meet the minimum specifications to play the game, found here: [redacted]Your graphics processor has 96 mb of dedicated memory, 256 mb is required to play the game. You may try the following steps for some temporary relief, but as your system does not meet the minimum requirements for play, we cannot guarantee these steps will solve the issue permanently.Please make sure that you have the newest display driver for your video card, downloaded from the manufacturer's website.Some things you can try include lowering your desktop resolution. Right click on your desktop, select resolution and try 1024x768. If you may it in to TCGO, please set game performance to "Fastest" and lower your in-game resolution (again, try 1024x768) to ensure that crashing does not continue.If you continue to have issues, please check your current refresh rate. Again, right click on your desktop, selection resolution, then go to the "advanced" section. Click on the "monitor" tab and try lowering your refresh rate to 60 if it is set above 60.Thank you,Pokémon Support Team  "
 
pokemon you tried to help me with my issue?then why is it every ticket that was closed before I opened a new one had a different response? like niantic or http error or not even close.
 
you didn't actually try to resolve the issue. you only did the basic troubleshoot steps. when they failed you went and hide behind your terms cause you can't even fix your own game.
 
stop lying. you didn't catch that part, about how I been catching you lying. maybe if you would actually answer the tickets with actual answers instead of closing them with off topic or unrelated answers then maybe we the customers would quit having to open a new ticket about the issue.
 
btw nintendo is willing to help me, why are they when this game is not theirs? they are a co-owner same as gamefreak and creatures but they are willing to try to help me.
 
so why are you not willing to help resolve a issue that isn't related to pc or hardware of pc.
 
hence why your getting what is coming your way soon if you do not attempt to fix this issue and stop lying.

To Whom This May Concern:
 
Our records indicate that a representative emailed this customer to inform them that their account email has been converted back to the previous login email address, however the customer can contact our technical support team ([email protected]) if they have...

further issues or need additional assistance.
 
Sincerely,
 
[email protected]

To Whom This May Concern:   We understand the customer was unable to obtain a response to their request for customer assistance when they emailed [email protected] and [email protected]. Since that time, a customer service representative has emailed the customer directly to provide additional information related to their issue.   Sincerely,   [email protected]

To Whom It May Concern, Our customer service (“CS”) team have reached out to the customer to request account verification  information, but have not yet received a response. Once the customer is able to provide information verifying their account ownership, our CS team can work with them...

to resolve their account-related issues. Sincerely,  [email protected]