HELP! Pokemon Product Support Won't Respond to Defective Card Set

[pc003c]

Okay, since I've tried the official channels for help and have gotten no real response, thought I'd try here since it is related.

 

 

So, in October 2013, I purchased a Black and White Trainer Card Set for my two children to learn to play. It turned out that the card set was defective (the cards did not match the deck list inside). So as a result, the kids got so frustrated when they could not follow the instructions in the guide book on how to play Pokemon. Please note: the deck was factory sealed and purchased from Walmart, so it was a Pokemon defect.

 

In November, I emailed prodhelp and support at Pokemon, but I have only received some initial generic email response from their system saying that they would respond to my support request. Well, every 2-4 weeks I've emailed back for status but same generic email response. I even called Pokemon International and left at least 6-7 messages over the last 3 months on their product support voicemail (no real person but you can leave a message) requesting help. No response. It's now Feb 18th!!!! ALMOST 4 MONTHS NOW.

 

Now, to be fair, I did finally receive an email (after my 8th or so email to them) saying that the issue had been elevated to another level. Since that response, it's been 5-6 weeks. Still no resolution, now, not even a generic response.

 

 

Does Pokemon, who's made billions off of children and their families, have a conscience or have just a little decent regard for their customers to resolve such simple issues like a product defect in a timely manner? Even a normal real live person response?

 

 

If anyone on this forum knows or has had similar issues, would like your input. Or if an Pokemon admin can respond or forward this to the right manufacturing product support that'd be great. I'm just so angry and p-d off at the lack of response, especially since i purchased this as a gift for my 7 and 8 year olds to learn Pokemon and enjoy it!

 

By the way, the issue ticket # generated for my email request is: #15182-158582.

 

Thank you all in advance.

 

-Disgruntled Fan (with 2 very upset kids)

[kdoll154]

Okay, since I've tried the official channels for help and have gotten no real response, thought I'd try here since it is related.

 

 

So, in October 2013, I purchased a Black and White Trainer Card Set for my two children to learn to play. It turned out that the card set was defective (the cards did not match the deck list inside). So as a result, the kids got so frustrated when they could not follow the instructions in the guide book on how to play Pokemon. Please note: the deck was factory sealed and purchased from Walmart, so it was a Pokemon defect.

 

In November, I emailed prodhelp and support at Pokemon, but I have only received some initial generic email response from their system saying that they would respond to my support request. Well, every 2-4 weeks I've emailed back for status but same generic email response. I even called Pokemon International and left at least 6-7 messages over the last 3 months on their product support voicemail (no real person but you can leave a message) requesting help. No response. It's now Feb 18th!!!! ALMOST 4 MONTHS NOW.

 

Now, to be fair, I did finally receive an email (after my 8th or so email to them) saying that the issue had been elevated to another level. Since that response, it's been 5-6 weeks. Still no resolution, now, not even a generic response.

 

 

Does Pokemon, who's made billions off of children and their families, have a conscience or have just a little decent regard for their customers to resolve such simple issues like a product defect in a timely manner? Even a normal real live person response?

 

 

If anyone on this forum knows or has had similar issues, would like your input. Or if an Pokemon admin can respond or forward this to the right manufacturing product support that'd be great. I'm just so angry and p-d off at the lack of response, especially since i purchased this as a gift for my 7 and 8 year olds to learn Pokemon and enjoy it!

 

By the way, the issue ticket # generated for my email request is: #15182-158582.

 

Thank you all in advance.

 

-Disgruntled Fan (with 2 very upset kids)

Hmm...you could return it to walmart...

[TPCi_Mathis]

I just spoke with our product replacement guy and provided him with your ticket number. He was already in the process of investigating your issue, and you should be hearing from him soon.

 

In the interim, the actual problem with the product in question is that the deck list for the Excadrill deck contains a misprint. Cards 16-20 were unintentionally overwritten by an extra instance of cards 21-25. The actual deck list for the Excadrill deck should be:

 

1 Lillipup

2 Fighting Energy

3 Fighting Energy

4 Energy Switch

5 Fighting Energy

6 Fighting Energy

7 Fighting Energy

8 Fighting Energy

9 Fighting Energy

10 Fighting Energy

11 Timburr

12 Audino

13 Drilbur

14 Gurdurr

15 Potion

16 PlusPower

17 Excadrill

18 Audino

19 Herdier

20 Fighting Energy

21 Energy Search

22 Fighting Energy

23 Potion

24 Pokémon Communication

25 Drilbur

26 Fighting Energy

27 Lillipup

28 Fighting Energy

29 Timburr

30 Excadrill

 

Each number is printed in the bottom right of the card. If you put the cards in order, with #1 face-down at the top of the deck and #30 face-down at the bottom, you'll find that Excadrill (17/30) is drawn during Step 7.

 

As this issue has been brought to the attention of the product replacement team and is in the process of resolution, I am closing this thread.