Duplicate legendary received despite crafting

Bug Report
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I originally posted this in the support feature, but was instructed to post here, despite my issue not being resolved, so that other players are made aware because I guess that’s my job. I will share the full conversation below.

On April 26, I decided to finally open several packs from the new expansion that I had been holding onto. My fear in opening them is that I would, as I have for 3 of the past 4 expansions, receive the reward track card as my 10pack legendary. My fear was that I would receive Sir Finley, even though I plan on purchasing the reward track; I have only been waiting to see if it will be rewarded with a wow 6-month sub as the prior expansions have done (you do not receive a refund for purchasing if this occurs). Note: I was later informed that owning a diamond card DOES NOT prevent you from receiving the card in a pack, so my waiting would have been irrelevant.

To avoid the inevitable, I crafted and disenchanted all of the reward track cards, and then closed the app. I was doing this on mobile, iOS. A little later I reopened the app and had to download the newest update, meaning my crafting of these cards was after the desktop client had been released, and potentially while the iOS client was releasing, unknown to me.

I then proceeded to open a couple packs and there he was, Sir Finley. I spoke with customer support, even pointing out how this should not be possible, and they agreed, even saying not leaving the crafting window would still register the cards for duplicate protection. However, I was then told that there is no record of me owning Finely or any of the reward track cards.

I purchased packs and was given a card I should not have, by Blizzard’s website and employee admittance, because of backend issues. All I want is either a different legendary or the dust difference. This is the second time I have been, bluntly put, screwed over by backend issues, and if it were any other company (I have had wonderful customer service from WotC with Magic Arena in comparison), they would err on side with the consumer. I appreciate the issue being looked into, but this feels ridiculous. I have never had backend tracking issues when it comes to, say, WoW or Magic Arena. I don’t feel like my request is outrageous. Shoot, I’m not even asking for refunds for the other reward track cards I am sure to get now. A random legendary or just the dust difference would be fine. I’m not even dust starved, I just don’t like being screwed out of a purchase because of issues not under my control.

Below is the conversation between myself and support for additional context.

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At first i was thinking , why this guy craft cards to disenchant them later, there is no valid reason to do it … and after i read

Here there are 2 case , if you craft the card and use the Undo button , it will not count as crafted and disenchanted. The card is considered crafted only when leaving the window whitout pressing Undo.

If you have a card that was nerfed , and the red text that said it will disenchant for full value , you have the Disenchant button ( not the Undo ) and that will count .

So Undo and Disenchant are different things

And this is not a bug but obviously a way to not let people abuse the system , that becouse if Craft + Undo will enable the duplicate protection , all people will start to do that on bad legendaries/rares without dust lost , and then open only cards needed from packs.

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That’s what I thought too, but based on the conversation, and repeating it multiple times to make sure I clarified the point with them, it seems multiple Support team still confirmed that not leaving the window would still show it in my history. And after learning that diamond cards don’t prevent duplicates (why?..), I thought maybe it was another assumption the community had made that blizzard never actually confirmed.

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Im not in the habit of ever dusting a card from my collection unless its more than what can go in a deck, but even then, why would one assume a diamond version of a legendary would prevent you from getting a regular version or golden version of that legendary? my understanding of no duplicate legendaries from packs would be you are protected from that specific card being drawn again. Since there are 3 versions logic would lead one to believe that one should only be protected from the one that is already owned. I think maybe some conflation or combination of certain aspects of legendaries is happening? Sounds to me that the fact that only 1 copy of a legendary can go into a deck and since you are protected from drawing that legendary again from a pack, somehow a leap was made that having any version of the legendary would give the protection against any other version being drawn from a pack.

At least thats my understanding.

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I hate how difficult it is to find out how things work in the game. You either have to make extensive research on multiple websites or just accept “unconfirmed theories” on how something works.

Worst part about it is even the Devs don’t know how something works sometimes. Like the issue with Golden card packs not having pity-timers for Legendaries… They said the card packs did have pity-timers but then they said “my bad” they actually don’t, saying that since golden card packs are so “rare” that this would not be an “issue”…

So did they change that, since they have been selling a lot more golden packs than they used to? Who knows… Sigh.

Same with Diamond cards and Golden cards that they give from promotion or tavern pass, etc. Why don’t we get duplicate protection? It feels bad to have multiple versions of a Card when you are still missing other Cards.