This is my first article for puremtgo because I’m not a native speaker and can’t explain my thoughts in detail for some strategy issues and stuff I guess. The topic of this article will be the costumer service of Wizards of the Coast and the refund system they offer us for mtgo.
So a few guys around know me as part of the Heirloom Community
- others don’t. I played paper magic with breaks from 1994-2006. Never major events, but in the end weekly sanctioned extended and legacy events. I quit that “scene” because of time lacking - I’m 28 years now and live gets more serious - and the behavior of some guys. I don’t want to complain about the social behavior of some “typical” magic players, but I quit paper because of that...
For a while I didn’t play magic, until I got a dsl internet connection and opened a mtgo account after reading about the software on forums. Here I had my first issue with the company and contact with the costumer support.
Opening an MTGO account
I paid my account via PayPal because that was always the fastest and easiest way to pay on the internet for me for a while. Here in Germany credit cards are not as common as in the states I guess. So I paid and waited for an email or something to activate my account. After 3 business days I searched for the customer service. The contact wasn’t easy, there wasn’t an email provided on the webs.
So what do you have to do to contact the customer service?
Now you are offered some FAQs and answers. Maybe that can help you, but I needed more help in my case. So I thought about the “live help” option. Chatting with a customer support on other websites was always helpful for me before. But here you only get information about the online response crew on mtgo or the online chat wasn`t available at that time.
When I now checked the site for the article, it would be able to chat on special topics, but I didn’t try it now because I didn't want to annoy them by just saying hello for a test.
In my case I tried “email us”.
You need an email account for the wizards’ website here. I had trouble remembering mine I set up years ago, but figured it out in the end. So here I could submit a message telling the customer service that I paid for my account and did not get an activation code after three days. After 48 hours I got an email back.
The format of the emails from that customer service is not very easy to handle I think. You can only response to it by typing your answer in between those lines in that email:
[===> Please enter your reply below this line
[===> Please enter your reply above this line
They are not highlighted so you have to read that email carefully!
In my case I had to submit all details from my MTGO account registration again to verify my person. After 24-48 more hours I received another email that said my account is active now. That was ok in all, but troubleshooting would be nice, because nobody told me that they are sorry or what went wrong here.
So finally I could log on MTGO for the first time.
I red all about the interface and the starter kit and how to handle it on forums (never open your booster, but sell it or keep it for a draft!) to be prepared to start my mtgo live! But what?!? In my collection was nothing! No Starter kit!
I asked the ORCS and they gave me a link I already knew – customer service here I come!
I wrote another email explaining how my account was activated and that I don’t own a starter kit. After another 72 hours I got a well known email that told me that my starter kit should be ready now and that there are troubles for me paying by PayPal - so I should pay with another method in the future! Funny guys! They offer the option to pay via PayPal and tell me that. They didn’t tell me way my account or payment is troubled and others are not.
So now I always pay by credit card and my stuff is offered immediately.
The refund link
My account is running well now, but like everybody else (?) I have a lot off errors and bugs while using MTGO. Sometimes even watching a replay creates error loops that force me to shoot down mtgo completely. The interesting and aggravating errors are those in sanctioned events. Here I give you my last examples:
I played a SOM Prerelease right when they started. I joined the server with around 1000 guys to fire the first sealed events and it was very laggy. In one of my first matches an aura enchanting a creature was copied 4 times by an error that occurred in some loops.
It didn’t affect the result of the game, but it was an error that disrupted the game and I submitted it to the customer service to let them know by this link:
You can always ask the ORCS for the refund link on mtgo. It is important that you note the number of your event and the number of the game that was bugged. Fill in the formula step by step and seriously.
The answer came in between 6 hours and offered me a full amount of my spend money (with the tax) as a compensation code for the mtgo store. That was more then I expected here!
The next trouble I had while playing a 4 Booster M11 sealed event. I like those ones, and now the packs are sold for 3, 5 so its 14 tix for a sealed event, that’s fine for me.
During the first match I had a terrible bug:
Sometimes (actually 6 times in 2 games) at a turn step the game said “waiting for opponent X” on my screen and his time was running down. But actually it said the same for my opponent and when the turn moved on I lost the whole time on the clock by interrupt. I had to ask my opponent if he had stopped playing or if I was bugged again and had to log off and on - while losing time! That caused me like 14 min so I used the refund link again.
And again in between a few hours a compensation code for the whole money spend was offered to me.
I never wrote something like: “Give me my money back!!!” but only described the error that went on. Even an answer that says “Sorry for that, we are fixing the problem for the future!” would have been fine for me. But a full refund is welcome too!
So all in all I think the refund system works really great. So I can just tell you, if you have trouble in a sanctioned event, use the refund link! You keep all the cards and stuff you won even when you get a refund!
If you have some experiences with the customer service I would really like to read about it in the comments!
P.S. In what situation is a Crazed Goblin more useful than the Mons's Goblin Raiders?