Do you play on Magic Online? Did you have your account before Wizards shut off the lights on version 3 and saddled players with the disaster that is version 4?
Then you are probably very familiar with five items in your digital collection:
Because Wizards is so nice and cares so much about players (not because they were trying to limit the backlash of the client transition), the company provided each MTGO account with five "entry objects" to participate in MTGO prerelease events for Magic 2015. Once the window to use these objects closed (remember, these were only good for the prerelease period that closed on July 28—more than six months ago), Wizards kindly removed the excess ones from users' accounts.
No, actually, these objects are still there in all their annoying glory. Every time I want to check out the number of tickets and phantom points I have in my account, I have to see these annoying and useless digital items listed, even when I specify that I only want to see tickets.
I decided this weekend that it was too much. I opted to pursue removing these items from my account, no matter how annoying it was. And, oh, was it annoying.
First, I went to the help room on Magic Online. I asked an ORC (online response crew) team member how to pursue this. I was told I needed to email Wizards. I clicked the link provided and was sent to... a blank page?
People have been complaining about this issue on Twitter for weeks, mainly with regards to being unable to file for compensation (which is just completely unacceptable, of course, but a topic for a different time). I was tempted to just give up right there, but I asked the ORC if there was a way around this issue. I was told to use a different browser, which didn't work, but a different computer finally did.
I was pretty frustrated at this point, but I also have a policy of not giving too much trouble to low-level service workers—it's not their fault their employers produce a bad product with bad customer service policies. You can see evidence of these two conflicting feelings in the email I wrote:
Subject: Please remove M15 prerelease packs from my inventory
An ORC told me I had to email you all. Please remove these very annoying things and cease putting untradable items in MTGO accounts. Thanks, guys and girls! 🙂
Considering I probably should have just been able to right click and select delete to remove these from my account, this was already way too much effort to go through for items that literally have no use whatsoever at this point. I closed my browser and assumed (hoped) that the next time I logged on to Magic Online, these items would be gone.
I got a follow-up email from Wizards asking for more information. (To WOTC's credit, it came only about three hours after I sent my initial request.) Here's the text of that email:
Hello,In order to further investigate your request, please reply with as much of the following information as possible:First and Last name registered to the account:Email address registered to the account:ZIP/Postal Code registered to the account:Security question registered with the account: What is your paternal grandmother's legal name?Answer to Security question:We take your account security very seriously. Therefore, while we want to assist you, we will require that you be able to answer certain pieces of information as registered on your account. Once we verify that you are the account owner, we can proceed with your request.We would appreciate your feedback on the service we are providing you. Please click here to fill out a short questionnaire. To login to your account or update your question, please click here.Brent A.
Thank you for contacting Wizards Customer Service. I have received your email and have forwarded it up to the appropriate team to have the M15 tokens removed.Please let us know...BLAH BLAH BLAH