Wizards of the Coast

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***The company is clearly protecting themselves and the moderators as I have done nothing wrong to be blocked by these users other than playing the type of cards they dont like to play againstWizards is not actually viewing why these players actually blocked and are just going off the fact that its a blockFact, players get angry when they lose to certain types of decks and block just toWizards has not provided any examples of what [redacted] has doneAsk for the moderators, yes they are abusing their power, considering the fact that I have multiple screenshots to prove itThis protecting behavior by Wizards will be reported to multiple companies until they show actual proof of what has been said in these blocks or commentsAnd not the past, because I have since changed my ways after warnings and should not have been punishedLiars till the end this company is proving to bePlayers are constantly complaining how this company doesnt even know how to run their own client properlyMore mistakes and problems than I have ever witnessed with any game and the other players will agree

We have already contacted this customer directlyThe body of our response to him is pasted below: Hi ***,I’m with the Wizards of the Coast legal team, and while we don’t usually respond to Revdex.com complaints personally, we felt this instance warranted one.Wizards takes “hate speech” in Magic Online very seriously and we are saddened when people choose to respond in such a wayTo that end, we do have very strict protocols on how we handle such complaintsUnfortunately, privacy protection issues prevent us from disclosing to you how another account member has been disciplined for their conduct.I can say that this case was handled accordingly and that discipline was handed out.We hope this incident was outside your interactions with other Magic Online players and that you’re continuing to enjoy the game.Best regards,Marty D***ParalegalWizards of the Coast LLC

I believe this is the second complaint received through the Revdex.com from this individual - please be aware that Wizards Customer Service is easily reachable through its website and via phone.Again, we cannot share the results of any investigation into the behavior of chat-room moderators with outside
individuals - this would be a breach of privacyI will say that we are reviewing this clients history with our chat moderators

We are sorry that Mr*** has had a negative experience with our product
Wizards has released any "holds" that we had on his bank account
Wizards will not be refunding Mr*** his overdraft feesIt is not our responsibility that he continued to hit "purchase" without checking his bank
account first to see if the transaction went through despite our error message

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this
response because:
The "apology" I have received from the company does not address my concern nor the full situationMy concern, and the reason I felt this situation caused reason for valid elevation is the issue of content details displayed on the packagingThe statement I received from John, Director of Game Support, appears to entirely miss this issue
I understand that the package contained five booster packs, which in turn contained one full-art land eachThis is an obvious and content for booster packsHowever, this does not address the stack of lands which is pictured on the packaging next to the description of package contentsI have included the two pictures I originally sent to the company with my initial complaintI can send higher quality pictures upon request, however I felt it would be most fair to send the same pictures as beforeOn the box, the contents are listed with inclusion of lands and other itemsNext to this list are various pictures of the package contents, as the box itself is sealed at time of purchaseOf these pictures, there is a direct match to each item on the listNowhere on the back of the box does it depict the half-art lands actually contained within the packageNext to the pile of SEALED booster packs is a picture of full art landsIf one were to infer that the only full art lands included were located within the booster packs, then the packs would not be fully sealed next to the stack (which obviously contains more than the from the packs).
My issue here is that the package details and descriptions were and, it would appear, no one will stand by this product to correct this wrongIn the apology I received from John, he states that they realize "not every product is going to life up to everyone's expectations." However, this is not an issue of "expectations." I did not merely have an expectation of the lands pictured- it was understood as a customer that this was a factual depiction of the contentsThis issue is not that of something not being shiny/durable/etc, this is an issue of a blatant falsehood of package contents that the company refuses to correct.
So no, I do not accept this half response from the company.
Sincerely,*** ***

Wizards apologizes that Mr. [redacted] had a poor experience with our Customer Service department -Wizards strives for all contacts with our customers to be positive ones. Our records indicate that Mr. [redacted] received a full refund on July 14, 2017.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]. The company is clearly protecting themselves and the moderators as I have done nothing wrong to be blocked by these users other than playing the type of cards they dont like to play against. Wizards is not actually viewing why these players actually blocked and are just going off the fact that its a block. Fact, players get angry when they lose to certain types of decks and block just to. Wizards has not provided any examples of what [redacted] has done. Ask for the moderators, yes they are abusing their power, considering the fact that I have multiple screenshots to prove it. This protecting behavior by Wizards will be reported to multiple companies until they show actual proof of what has been said in these blocks or comments. And not the past, because I have since changed my ways after warnings and should not have been punished. Liars till the end this company is proving to be. Players are constantly complaining how this company doesnt even know how to run their own client properly. More mistakes and problems than I have ever witnessed with any game and the other players will agree.

Wizards strives to provide the best online experiences that we can – it is unfortunate that we did not meet Mr. [redacted]’s expectations.
Wizards has several areas, both on our website and within the Magic Online game, where the participant cap was clearly communicated. True, that while the...

points that Mr. [redacted] accumulated will no longer be valid for the type of tournament that he wanted to participate in, Wizards will be featuring similar tournaments in the up-coming season. To that end, Wizards would like to reinstate Mr. [redacted]’s points to allow him to participate in this upcoming season. If he would like to contact me directly I will put him in touch with the people able to accomplish this.

We have already contacted this customer directly. The body of our response to him is pasted below:
 
Hi [redacted],I’m with the Wizards of the Coast legal team, and while we don’t usually respond to Revdex.com complaints personally, we felt this instance warranted one.Wizards takes “hate speech” in Magic...

Online very seriously and we are saddened when people choose to respond in such a way. To that end, we do have very strict protocols on how we handle such complaints. Unfortunately, privacy protection issues prevent us from disclosing to you how another account member has been disciplined for their conduct.I can say that this case was handled accordingly and that discipline was handed out.We hope this incident was outside your normal interactions with other Magic Online players and that you’re continuing to enjoy the game.Best regards,Marty D[redacted]ParalegalWizards of the Coast LLC

While we are unsure why thieves would only steal one set of cards in the package (like only stealing one DVD from your Amazon box and leaving the rest) we have ordered a replacement set for the customer that should be on its way soon.

We are sorry that the customer did not have a good experience with our product. Unfortunately, the nature of the replacement that she is asking for is not an option.
Our Director of Customer Service has also reached out to the consumer directly with an apology.

Mr. [redacted] and Revdex.com,
Mr. [redacted] has received multiple warnings about his behavior in the chat rooms associated with our online version of Magic: The Gathering - on both of his accounts, [redacted] and [redacted].
In his newest account, [redacted], Mr. [redacted] was blocked from further contact by...

other game users 27 times within a 61 day period. This flagged his account as "toxic" since it placed him within the 99th percentile of accounts being
blocked by other users. Mr. [redacted] was consistently warned that continued behavior in this manner would result in the disabling of his account's chat functionality.
 
While it may seem to Mr. [redacted] that our moderators are being "unfair" and "abusing their authority," our records indicate that they are simply responding to behavior Mr. [redacted] has instigated. The purpose of removing people
from the chat areas is to facilitate a healthy gaming environment for all of our players.

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]

We are sorry Mr. [redacted] is having a poor experience with our products.We show no record of Mr. [redacted] contacting our Customer Service department to have us address it for him.I have passed his contact information on to this department - someone should be reaching out to him for resolution shortly.

Thank you for your patience while I looked into this matter.
 
After speaking with our internal teams, I found out that you were not alone in your frustration - this was a "back-end" issue from Apple that many users were experiencing - and evidently not on just Wizards' games.
 
Apple...

has assured us that the situation has been remedied.
 
We hope that you are able to reconnect to the online match feature at this time.