I was away from the game for about a year. After returning, I found it odd that some cards were missing. The missing cards constitute a trivial amount of dust, but there is a technical issue. I do not disenchant cards unless they are golden or extra, and I only disenchant golden if I have 2 non-golden (or 1 legendary). I used to main priest, and regularly used Northshire Cleric and Divine Spirit. I did not disenchant, and there is no evidence of anything else amiss with the account (I use an authentication app as well). There may be other cards missing, but it’s difficult to remember the full collection as I mostly used Priest (although if I flip through the full wild-card set, I might remember more).
I’m disturbed that the responses I received from support indicate there is insufficient tracking of digital assets to understand where/when/how the cards vanished, and that they asked me to create a bug report (a best-practices good customer experience would involve YOU/Blizzard directly converting the support request into a bug report based on findings). The practice of sending me to the forum to do this is a deflection. Also, I have seen a surprising number of complaints on the internet and forums about missing cards, some similar to my own issue, so the initial response of “it doesn’t seem to be an issue” is frustrating.
Also, I’m not a user who would get confused and accidentally dust my cards. I’ve been playing CCGs since MTG in 1995, and have tried many digital CCGs over the last decade. I have also designed software and regular perform testing…these facts have nothing to do with my issue except hoping you understand that I’m competent enough to understand my own card collection. So, how did my copies of Northshire Cleric and Divine Spirit vanish without being dusted? And hopefully you can figure this out, prevent further issues, and help those who have been impacted. Thank you.
Where are you looking for the cards? Because with the last expansion the Core Set was introduced to replace the Classic Set and the Basic Cards in Standard. Those are now in the Legacy Set, if you haven’t looked for them there yet.
I’ve looked in Wild, Classic, and Legacy. I didn’t misplace my cards. There is an option to craft the missing cards, and it’s only a few cards that I can tell, but cards that definitely weren’t disenchanted.
Finding the cards isn’t confusing. What is confusing is the terrible support system. I post on forum, and I’m told to contact Support. I contact Support, and they say to post as bug. I post on Forum as a bug, and I’m getting the same “you don’t know how to find your card responses.” I get that a lot of people, much to my detriment in this case, don’t understand the searching options, and also regularly disenchant to old cards for dust for standard…these elements are not in play for me, but I can understand that no one will take the report seriously because of the common root causes.
Unfortunately for me and for others, this is either a technical bug, or some odd account processing issue. And there are lots of posts, even if 99% are user error, there is at least 1 issue going on with cards, possibly more.
Unfortunately, as you indicate yourself, it is always important to rule out user error or misinterpretation. I think you should be past that stage now.
Which means that there apparently is indeed an error on your specific account. And (again, bad for you but life sucks), individual account issues cannot be handled on the forum. Nobody here has access to account data.
So yeah. Sorry, but you will have to go back to customer support. You can point them to your earlier ticket (or reopen it), include a link to this thread, and indicate that user error is ruled out by now and your issue is still not resolved.
They said bugs get posted on forum here, and gave the link…I don’t understand why I would re-open a support ticket? Can you further explain so I don’t go in circles?
Apparently, for some strange reason, Blizzard has decided that support staff cannot have a direct line to QA (testers) and developers. So when they get many reports all about the same thing and suspect a bug is the root cause that should be fixed, they are not allowed to fire off a quick internal mail like “hey guys, we get lots of these issues now, maybe look into it?”
So instead, they do the only thing they ARE allowed to do, which is to ask the customer to please raise the issue here. Because this forum is watched by QA, that means the issue should eventually trickle through to the devs.
And in the case something is just a gameplay bug, that’s really all they can do.
In your case there is no gameplay bug. The positive reading of what happened is that the support member figured there might be a bigger issue than just your account being hit, so they asked you to raise the issue here. That has now been done. QA should be aware.
But unless it is really an issue affecting thousands of accounts, don’t expect devs to repair this. Their task is not to look into individual accounts. That’s what support staff is for.
(There is also a more cynical reading, which has to do with using closure rate as a measurement of success so that staff is more interested in getting tickets off their plate than in helping customers; I’ll leave it to you to fill in the blanks and determine which version you want to believe).
Bottom line, in any well organised company, developers do not have access to the machines where real people’s data is stored. That would be an unacceptable risk. Devs and QA staff use separate hardware, test environments, loaded with fake data.
As such, neither devs nor QA staff can help you. They simply do not have access to your account data.
Regardless of how you want to interpret the reason Support asked you to post here, bottom line is that you did as requested and still have no solution. You have an issue with your account, Customer support is the department that is set up specifically to handle individual customer’s issues. They should take up your case. If they once more suggest you post here, politely inform that you already did and did not get a solution.
Please understand, I did not mean my response in a negative way. I did not mean to imply anything, but as you said, a lot of people don’t understand the searching options. I was just making sure this was indeed an issue and not, as you said it, a user error.
I wish you the best of luck, and hope this situation will be resolved for you.
ahhh… you see what actually happened was when Schoolomance launched, the magic they unleased messed up the temporal time portal that controls the each universe and somehow you got stuck with a hearthstone account from another dimension and Blizzard has no way of tracking anything cuz they fired papa Jeff.
At this point your options are
Pretend like it never happened
Spend more money and pretend like it never happened
Spend more money and become bitter than it happened
No worries, I understood, just mildly frustrated [at the system/company] as the infrastructure doesn’t seem to support being able to get to the root cause without a larger impact to the customer base.
just a question to you , when you go in “my collection” then “create a new deck” . At this moment do you have a “total white background” that appear behind the heroes you can select ? i have this minor problem in addition to my cards who has disappeared
Update all regarding my support ticket (79245835). Blizzard has basically told me 3 times that I must have disenchanted the cards (although they don’t have user logs to verify). I reformed my request to make it clear I don’t even want the cards back (Northshire Clerics and Divine Spirit…the dust is trivial), I just want them to investigate so that other customers are protected going forward. But they couldn’t be more clear: They aren’t willing to investigate an issue that affects your card collection…
Doesn’t matter. It’s an issue, it warrants attention, so until they respond appropriately, I’ll just keep re-opening with support. If I wasn’t 100% certain about whether I dusted them or…that I don’t know how to “search” (insulting really), I would let it go as I must have messed up somehow. I didn’t though. Maybe eventually they’ll offer to call and I can further, more convincingly explain verbally or maybe they can perform remote access and do some checks…don’t know, but this is sad.
1/ For me it’s a bigger problem because it’s a lot of legendaries and only that who has disappear of my collection but it’s about more than 20 cards …
The MJ i was talking with during my request was very nice , he tolds me he see my problematics cards from his side in my collection. I tell him i don’t see them from my side . He tells me there should be a graphic issue from my side and that he will send the problem to blizzard dev.
2/ I just launch Hearthstone , there is an update as i can see when i launch it . I was hopping a lottt that this update will resolve my problem but it’s half the case …
If you read my original post i was talking about missing cards and a minor problem that affect me when i want to create a new deck , i got a background white screen when i create a new deck.
Apparrently this minor problem of white background screen is not here anymore when i create a deck so there is no 1000 answer . THE PROBLEM IS FROM BLIZZARD cause now i don’t have this white background and i use my PC like i have always use it and i got ZERO PROBLEMS in others games.
BUT the main problem of my legendaries cards missing is still there !!! So i will have to open thousands of tickets until the problem is resolved day after day . And if they can’t resolve the problem they have create i will have to desinstall this game cause i’m really upset to have loose more than 20 legendaries that i have crafted or paid in packs !!!
Update, I continue to re-open the ticket with support (Ticket Number: US79245835). The responses have been unprofessional as they say “you must have dusted but don’t remember” and in the same breath, “you’ll have to trust us” regarding looking for a resolution. I wish there was a good way to share the whole interaction, quite awful. To reiterate for all, the dust of Northshire Cleric and Divine Spirit are trivial to me…not a monetary issue…I’m just certain something is wrong and from reading forums and posts, some of you have much more serious issues with card loss and aren’t getting any traction as Blizzard won’t officially acknowledge beyond “we’re sure 100% of our users don’t know how dusting works or how to search for cards.” Even if 99% of people’s issues are actually user error, there is still an issue and 1% given the game’s large customer base is a big deal and a lot of issues.
I found a fix, what worked for me was: Clearing out all my achievements, I had a duel that i had not completed, i retired from that . Seems like once everything was cleared, i was able to disenchant again. Hopefully it works for you guys too
I have the same issue. I have been active for years, and am a wild player, but noticed today when I went to edit a deck that I was missing a legendary card I know I have, and then after some digging realized that I am missing MANY legendary (and probably other, though I didn’t check) cards from previous expansions!
Considering starting a class-action lawsuit if Blizzard doesn’t resolve this issue or continues victim-blaming.
