I have been speaking back and forth with two of your Game Masters for the past week in the hopes of correcting an issue I discovered, and both of them advised that I make a post here in the hopes of resolving it.
As of the season updating at the start of April I didn’t receive my seasonal card back for March (For reference “Kul Tiras”). I recall seeing the pop-up screen notifying me of the switch but didn’t receive any rewards for the five competitive games that I had won the week prior, to guarantee that I received the card back.
I’m curious as to what the course of action is to going about rectifying this situation? I’m an avid collector of card backs in-game and felt so disheartened when I couldn’t find it in my collection.
The reason Game Masters sometimes ask you to post here is NOT to get your individual issue resolved. They ask you to post here because they believe you have run into an issue that might be important to be known by the QA and Development teams, so that they can try to find the root cause and prevent the issue from happening to other people in the future.
However, customer support (or as they call it, Game Masters) are still responsible for handling your ticket to your satisfaction. Not only because it is their job to handle individual customer complaints, but also because they are the only people that have access to customer account data. (I don’t work for Blizzard but I do work in IT and every company worth their salt has developers and QA staff work on specific test servers with fake data and with no access to the actual production data).
Are you 100% sure that those games you played in the last week were actually played in ranked mode and not in casual mode? It is easy to accidentally switch and not notice, as I myself have experienced more than once in the past. Also, are you sure you won at least 5 games (playing 5 games is not enough to qualify).
It won’t help you for March, but for future reference here is how you can track your chest progress through the month. Click on the Quest Log button, then look at the screen. I have uploaded two samples at https://imgur.com/gallery/eCRXN6B - on the left is an example where the chest has not yet been unlocked (chest greyed out and it shows how many games I still need to win); on the right is how it looks after the chest is unlocked (chest in normal color and shows your rank).
Can you go in Arena and check if you have a pending reward ? dont pay to join only check if you have a old unfinished arena reward.
This problem is still not related to the one you mention , but 20d ago it caused to not count games for the 500win progress.
So is possible that bug cause some won games to not be counted in the quest progress too.
I appreciate both of the responses above, I will now answer each comment respectively.
I’m aware of the necessity for bugs to be brought to the attention of other departments of their development teams, I was hopeful that this issue could be resolved sooner rather than later with the new set and upcoming season on the horizon. I’m also aware of the ability to check whether I have met the criteria of the five necessary ranked wins to earn the seasonal chest, regarding the icon in the quest log.
Although an odd request, I have checked in the arena menu but cannot see anything related to a pending reward; Especially considering that I very rarely use the arena mode and don’t have a current run active.
So once again I pose the question, what is the next course of action? Shall I make another ticket to resume communication with the Game Masters?
Yes, that’s what I would do. Tell them you reported it so that the devs are now aware (with a link to this post), but that you have also been advised that the forum cannot resulve individual issues, and that you are still awaiting a resolution of your ticket from Blizzard Customer Support.
I have done exactly that, only to be given the following response; “I am afraid in this situation the Game Masters team cannot actually make changes to your Hearthstone game, the only people who can are the developers who will look into your report on the forums.”
And so I’m now left in a state of limbo where neither the forums or the ticket responses from the Game Masters can seem to resolve this issue. I’m unsure of what to do next.
I appreciate the direct response. As of the transition between March to April I had won five games in the ranked mode, admittedly I can’t recall checking the after match update every time but I do specifically recall confirming that my quest log had the notification for having earned the seasonal chest for that month.
If it makes you feel any better… I also have this exact same problem. Couple days left in the month, busted out 5 wins, triple checked to make sure and never got the card back.
I wanted to check, after having given this topic time to breathe and be investigated. Is there still no solution to obtaining the card back that wasn’t activated on my account?