Hey Ben/DJ_Keesee, I'm having a minor issue with an order that I placed. Under status, this morning it said "We have a question about the billing and/or shipping address provided with your order and have sent you an email with more information." The thing is, I have yet to receive an email with more information. I sent a message through the help tab as well as a direct email to customer service, but I haven't gotten anything back. My email is working fine, as I have received emails from other people throughout the day and I also checked the spam folder. I know last night the scg site kept going down...so I'm worried that the email issue may be on your end. I'm placing this here because I'm worried that the entire @scg email is down. How should I proceed?
I want to publicly thank DJ Keesee & SCG for being so helpful. I placed an order last night that I wanted shipped out by today. While placing the order, I made a stupid mistake that delayed it. Within an hour of posting my problem on this forum, DJ_Keesee had my order put together and ready to ship. The complication in the order was my own fault, and I could imagine many other stores not sending the order out until tomorrow, rather than personally rushing it like DJ Keesee did. This type of top notch customer service is why I like to use SCG when placing online orders. Very professional, very communicative, and very accommodating. Highly recommended!
Did SCG stop selling foreign cards? I haven't seen any posted for probably two months now.
Hey Horatio:
We actually took all of our foreign cards down about a month ago, because we completely redoing our infrastructure for handling foreign cards to make our ability to price and list them a lot more efficient. While the cards have been down for the public, we've actually been able to enter tens of thousands of backlogged foreign cards. I anticipate that we'll be relaunching all of our foreign cards by Nov 1st at the latest!
FWIW, I started setting the foreign cards live this past Friday! I am going chronologically front to back, starting with Khans non-Foil cards. You should see all of our non-foil cards live by Halloween (This coming Friday!)
If you could forward a message on to those in charge of your web development team. The front-page banner that generally lists the different events, sales, and such going on... When I click on one of those, I get taken to the current Creature Collection page, instead of the page of relevance. Also, the left/right scroll arrows to move between the different banner ads don't seem to work.
I am running Windows 8 and the current version (38.0.2125.104 m) of Google Chrome on an HP Laptop if this helps identify the problem.
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Former Level 2 Judge (Retired / Renounced)
Went to a new shop from a friend's recommendation, DQ'ed for willful violation of CR 100.6b.
I'm definitely still getting this error where the main banner on the home page for SCG is taking me to the Creature Collection page.
I've attached a screenshot for reference. Notice in the corner that when I have my cursor on the banner, the link is to whatever the creature collection page is currently featuring.
It does seem that the issue may be on my end, though. It loads correctly in Internet Explorer, but it doesn't go to the correct page on Google Chrome - I did attempt to clear the cache on Chrome, which did not fix the problem.
ATTACHMENTS
SCG Banner
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Rollback Post to RevisionRollBack
Former Level 2 Judge (Retired / Renounced)
Went to a new shop from a friend's recommendation, DQ'ed for willful violation of CR 100.6b.
I tried myself in IE, Firefox, and two versions of Chrome, including the most recent version and could not reproduce the issue. It does appear to be an isolated case, but I'll report your specs to our development team in case it becomes a bigger issue.
Let me know if you run into anything else and feel free to PM me as well!
FWIW, I started setting the foreign cards live this past Friday! I am going chronologically front to back, starting with Khans non-Foil cards. You should see all of our non-foil cards live by Halloween (This coming Friday!)
Just an update - had a few setbacks due to some technical issues, but about 20% of our foreign cards are now live! I'll be powering through these starting Monday, so hopefully only a one-week delay in getting everything live!
If you could forward a message on to those in charge of your web development team. The front-page banner that generally lists the different events, sales, and such going on... When I click on one of those, I get taken to the current Creature Collection page, instead of the page of relevance. Also, the left/right scroll arrows to move between the different banner ads don't seem to work.
I am running Windows 8 and the current version (38.0.2125.104 m) of Google Chrome on an HP Laptop if this helps identify the problem.
Thanks for the heads up! It looks like this may have already been corrected as I can't reproduce the issue.
Let me know if you are still having the problem. If so, just let me know which banner is misdirecting you.
Have a great day!
I never thought to report this issue since it's pretty irrelevant, albeit a bit inconvenience for when you have sales linked to the banner, but I've had it for about 4.5 years now actually. I've been on Windows 7 using Windows Chrome for the entire time. It doesn't matter what banner it is. Also, I can't change banner pages by clicking the page number.
Edit: If it helps, I'm using a Lenovo W510 laptop...
I recently ordered cards from Star City Games for the first time (very happy with both cards and delivery time!). After I received the cards I received what I regard as a very strange email asking me to 'confirm' my credit card. Here's the text:
Thank you for shopping with Star City Games, your business is greatly appreciated! Your order has already been shipped, but our system shows that you have not completed the verification of your credit card used for the order. If you would like to use this credit card to make future payments, then you must complete a one-time verification of your card.
For your order, we have split the cost into two separate credit card charges. Please follow these steps in order to ensure that we have the correct information to verify your credit/debit card.
Contact your bank to obtain your credit/debit card transactions. If you have access to online banking, you will likely be able to view your transaction history that way.
Locate the two charges made to your card from Star City Games around the date of your purchase.
Reply to this email with the values and currency of the two transactions.
If you are unsure of the values, you are welcome to provide a screen shot of the Star City Games transaction information from your banks records. Please remove all personal information you do not want us to see. We do not need personal account information to complete the verification, only the two transaction amounts.
Once we can confirm this information, your card will be verified! This will allow you to make most future purchases through the website without delay, when using this card as payment.
If you do not complete the verification process, then we will not be able to accept this credit card as a form of payment for future orders until it is verified. Not verifying this card also means that any future order that has a credit/debit card as a form of payment will be delayed until you complete the verification of that card.
We look forward to hearing from you soon!
Sincerely,
Valerie H.
Customer Service Representative
StarCityGames.com
5728 Williamson Rd. NW
Roanoke, VA 24012
(540) 767-4263
I have dealt with many retailers online over the years and have never received anything remotely similar. Needless to say I ahve not and will not be replying to it. Is this legitimately from you? Why would you make such a request?
This is definitely from us and legitimate, thank you for asking.
We require credit card verifications for all sorts of reasons, especially for folks outside of the US and Canada who place higher value orders. There are additional reasons that we do this, but generally that is the case. Banks outside of the US and Canada do not participate in the traditional forms of online credit card verification, namely the Address Verification System (AVS). To ensure that cardholders are always protected, we do require something from our customers to ensure that the account being used is owned or otherwise accessible by the them beyond just having the credit card information. Our policies ensure that we can continue engaging in international business with a relatively low amount of risk.
Your hesitation is perfectly understandable and these policies are all about security so I definitely understand your concerns. That said, the email is certainly from us and we would require your compliance with our verification process in order for you to use that credit card in the future for purchases over $100. You're basically proving to us that you own the account by logging in and telling us the amounts that we charged you. We aren't asking for information that we don't already have, we're just making sure you can access the account at a level that assures us that the account is yours. Feel free to PM me with any questions you have!
PS: I was recently asked to verify account ownership in a similar way by American Express, who actually required me to provide them with my bank account login and password information. I was shocked by that, but it ended up being a legitimate service. Ive also been asked to email pictures of my credit cards to a company for verification. So as one consumer to another, I feel as if our verification policies are extremely customer friendly, non-invasive, and I appreciate your concern for your own security!
I wanted to follow up on the issues you guys are having with our marquee. The root of the problem appears to be that certain devices (laptops and tablets) either stay in or go into mobile compatibility mode when arriving at our website. Our main page functions differently in mobile browsers and you are viewing that version of the marquee somehow. (More on that in a second.) When I loaded our page on my Android just now it showed me the GP: New Jersey advertisement and correctly linked me after I clicked on it. (PM me if you guys are still getting the creature collection page as of today.)
It's possible that your version of Chrome is always in mobile compatibility mode when installed on your device. I can't guarantee that this will fix the issue, but you can right-click your Chrome icon, go to 'Properties,' and then to the 'Compatibility' tab. From there you can manually set your compatibility mode to whatever most closely aligns with your operating system. This should enable you to load out page and see the marquee differently. If that does not correct the issue, then it's a deeper problem and we likely cannot root out the issue without access to the device.
At any rate, mobile compatibility is certainly on our radar and something we are looking to improve on in the future.
I appreciate your patience in the meantime and hope this helps!
I enjoy that while you couldnt exactly replicate the problem, you still figured out what the likely problem was and let them know what it is and how to try and resolve it.
If you could forward a message on to those in charge of your web development team. The front-page banner that generally lists the different events, sales, and such going on... When I click on one of those, I get taken to the current Creature Collection page, instead of the page of relevance. Also, the left/right scroll arrows to move between the different banner ads don't seem to work.
I am running Windows 8 and the current version (38.0.2125.104 m) of Google Chrome on an HP Laptop if this helps identify the problem.
Thanks for the heads up! It looks like this may have already been corrected as I can't reproduce the issue.
Let me know if you are still having the problem. If so, just let me know which banner is misdirecting you.
Have a great day!
I never thought to report this issue since it's pretty irrelevant, albeit a bit inconvenience for when you have sales linked to the banner, but I've had it for about 4.5 years now actually. I've been on Windows 7 using Windows Chrome for the entire time. It doesn't matter what banner it is. Also, I can't change banner pages by clicking the page number.
Edit: If it helps, I'm using a Lenovo W510 laptop...
FWIW, I started setting the foreign cards live this past Friday! I am going chronologically front to back, starting with Khans non-Foil cards. You should see all of our non-foil cards live by Halloween (This coming Friday!)
If you haven't already made them live again, is there any chance you could jump foil non-English basic lands to the top of the queue? I'd like to invest some of the Xmas bonus I hope to get in making my cube awesome.
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Hey all... I'm retired, not dead. Check out what I'm doing these days (and beg me to come back if you want):
Sent an email yesterday via the website regarding an order that instead of being shipped to Canada (where I live) has somehow been sent to Brazil (where I've never been) and haven't heard anything back as of yet. I'm sure you guys are swamped with GPNJ only a week away but I've never not had an order from SCG not show up, regardless of where I've lived including several in the last couple of months to this very address. I was going to use the cards in that order at GP New Jersey :(. Its not the end of the world as I can use the non-foil version but still.
Update - 15 minutes after this post I received a reply to my email with a link to the tracking (which I already had since I know it went to Brazil), and the link says no package found. Not exactly a helpful response by any means lol.
Thank you WOTC for introducing the Modern format, a format where all the whiners can enjoy a level playing field and where they can play with none of the best cards of all time!
Our shipping team has definitely been busy today with the Commander 2014 release! I'll be following up with our shipping manager when I'm back in the office and I apologize that our initial response to you was so anemic.
In the mean time, just know that we're committed to helping you and I've reserved a duplicate copy of the order and expect to ship that to you Monday. The only thing harder than getting a package out of Brazilian customs is getting one out that should never have gone there to begin with... so I don't expect you to wait around! There's a chance that the USPS is mistaken and by 'Brazil' they mean 'Canada,' but unless we actually confirm that we'll assume it's really in Brazil. (Stranger things have happened.)
Let me know if you need anything else, but we'll be in touch with you again shortly.
Thank you D.J., I appreciate your timely response and more thorough explanation. I've yet to be let down by your customer service team and the initial response was certainly not at the level I've experienced in the past. Thank you for taking the time to look into this for me!
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Look at my name...what did you expect?
Thank you WOTC for introducing the Modern format, a format where all the whiners can enjoy a level playing field and where they can play with none of the best cards of all time!
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
Hey Horatio:
We actually took all of our foreign cards down about a month ago, because we completely redoing our infrastructure for handling foreign cards to make our ability to price and list them a lot more efficient. While the cards have been down for the public, we've actually been able to enter tens of thousands of backlogged foreign cards. I anticipate that we'll be relaunching all of our foreign cards by Nov 1st at the latest!
FWIW, I started setting the foreign cards live this past Friday! I am going chronologically front to back, starting with Khans non-Foil cards. You should see all of our non-foil cards live by Halloween (This coming Friday!)
540 Peasant cube- Gold EditionSomething SpicyI am running Windows 8 and the current version (38.0.2125.104 m) of Google Chrome on an HP Laptop if this helps identify the problem.
Went to a new shop from a friend's recommendation, DQ'ed for willful violation of CR 100.6b.
Have played duals? I have PucaPoints for them!
(Credit to DarkNightCavalier)
$tandard: Too poor.
Modern:
- GW Birthing Pod(?)
Legacy:
- UWR Delver
Thanks for the heads up! It looks like this may have already been corrected as I can't reproduce the issue.
Let me know if you are still having the problem. If so, just let me know which banner is misdirecting you.
Have a great day!
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
I've attached a screenshot for reference. Notice in the corner that when I have my cursor on the banner, the link is to whatever the creature collection page is currently featuring.
It does seem that the issue may be on my end, though. It loads correctly in Internet Explorer, but it doesn't go to the correct page on Google Chrome - I did attempt to clear the cache on Chrome, which did not fix the problem.
Went to a new shop from a friend's recommendation, DQ'ed for willful violation of CR 100.6b.
Have played duals? I have PucaPoints for them!
(Credit to DarkNightCavalier)
$tandard: Too poor.
Modern:
- GW Birthing Pod(?)
Legacy:
- UWR Delver
I tried myself in IE, Firefox, and two versions of Chrome, including the most recent version and could not reproduce the issue. It does appear to be an isolated case, but I'll report your specs to our development team in case it becomes a bigger issue.
Let me know if you run into anything else and feel free to PM me as well!
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
Just an update - had a few setbacks due to some technical issues, but about 20% of our foreign cards are now live! I'll be powering through these starting Monday, so hopefully only a one-week delay in getting everything live!
I never thought to report this issue since it's pretty irrelevant, albeit a bit inconvenience for when you have sales linked to the banner, but I've had it for about 4.5 years now actually. I've been on Windows 7 using Windows Chrome for the entire time. It doesn't matter what banner it is. Also, I can't change banner pages by clicking the page number.
Edit: If it helps, I'm using a Lenovo W510 laptop...
Thank you for shopping with Star City Games, your business is greatly appreciated! Your order has already been shipped, but our system shows that you have not completed the verification of your credit card used for the order. If you would like to use this credit card to make future payments, then you must complete a one-time verification of your card.
For your order, we have split the cost into two separate credit card charges. Please follow these steps in order to ensure that we have the correct information to verify your credit/debit card.
Contact your bank to obtain your credit/debit card transactions. If you have access to online banking, you will likely be able to view your transaction history that way.
Locate the two charges made to your card from Star City Games around the date of your purchase.
Reply to this email with the values and currency of the two transactions.
If you are unsure of the values, you are welcome to provide a screen shot of the Star City Games transaction information from your banks records. Please remove all personal information you do not want us to see. We do not need personal account information to complete the verification, only the two transaction amounts.
Once we can confirm this information, your card will be verified! This will allow you to make most future purchases through the website without delay, when using this card as payment.
If you do not complete the verification process, then we will not be able to accept this credit card as a form of payment for future orders until it is verified. Not verifying this card also means that any future order that has a credit/debit card as a form of payment will be delayed until you complete the verification of that card.
We look forward to hearing from you soon!
Sincerely,
Valerie H.
Customer Service Representative
StarCityGames.com
5728 Williamson Rd. NW
Roanoke, VA 24012
(540) 767-4263
I have dealt with many retailers online over the years and have never received anything remotely similar. Needless to say I ahve not and will not be replying to it. Is this legitimately from you? Why would you make such a request?
This is definitely from us and legitimate, thank you for asking.
We require credit card verifications for all sorts of reasons, especially for folks outside of the US and Canada who place higher value orders. There are additional reasons that we do this, but generally that is the case. Banks outside of the US and Canada do not participate in the traditional forms of online credit card verification, namely the Address Verification System (AVS). To ensure that cardholders are always protected, we do require something from our customers to ensure that the account being used is owned or otherwise accessible by the them beyond just having the credit card information. Our policies ensure that we can continue engaging in international business with a relatively low amount of risk.
Your hesitation is perfectly understandable and these policies are all about security so I definitely understand your concerns. That said, the email is certainly from us and we would require your compliance with our verification process in order for you to use that credit card in the future for purchases over $100. You're basically proving to us that you own the account by logging in and telling us the amounts that we charged you. We aren't asking for information that we don't already have, we're just making sure you can access the account at a level that assures us that the account is yours. Feel free to PM me with any questions you have!
PS: I was recently asked to verify account ownership in a similar way by American Express, who actually required me to provide them with my bank account login and password information. I was shocked by that, but it ended up being a legitimate service. Ive also been asked to email pictures of my credit cards to a company for verification. So as one consumer to another, I feel as if our verification policies are extremely customer friendly, non-invasive, and I appreciate your concern for your own security!
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
Thanks for reporting this!
I'm passing the information on to those who can hopefully unravel the mystery! I'll post back with anything that is helpful.
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
I wanted to follow up on the issues you guys are having with our marquee. The root of the problem appears to be that certain devices (laptops and tablets) either stay in or go into mobile compatibility mode when arriving at our website. Our main page functions differently in mobile browsers and you are viewing that version of the marquee somehow. (More on that in a second.) When I loaded our page on my Android just now it showed me the GP: New Jersey advertisement and correctly linked me after I clicked on it. (PM me if you guys are still getting the creature collection page as of today.)
It's possible that your version of Chrome is always in mobile compatibility mode when installed on your device. I can't guarantee that this will fix the issue, but you can right-click your Chrome icon, go to 'Properties,' and then to the 'Compatibility' tab. From there you can manually set your compatibility mode to whatever most closely aligns with your operating system. This should enable you to load out page and see the marquee differently. If that does not correct the issue, then it's a deeper problem and we likely cannot root out the issue without access to the device.
At any rate, mobile compatibility is certainly on our radar and something we are looking to improve on in the future.
I appreciate your patience in the meantime and hope this helps!
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
540 Peasant cube- Gold EditionSomething SpicyReset Google Chrome & you should be good to go.
If you haven't already made them live again, is there any chance you could jump foil non-English basic lands to the top of the queue? I'd like to invest some of the Xmas bonus I hope to get in making my cube awesome.
https://twitch.tv/annorax10 (classic retro speedruns & occasional MTGO/MTGA screwaround streams)
https://twitch.tv/SwiftorCasino (yes, my team and I run live dealer games for the baldman using his channel points as chips)
Update - 15 minutes after this post I received a reply to my email with a link to the tracking (which I already had since I know it went to Brazil), and the link says no package found. Not exactly a helpful response by any means lol.
Thank you WOTC for introducing the Modern format, a format where all the whiners can enjoy a level playing field and where they can play with none of the best cards of all time!
Our shipping team has definitely been busy today with the Commander 2014 release! I'll be following up with our shipping manager when I'm back in the office and I apologize that our initial response to you was so anemic.
In the mean time, just know that we're committed to helping you and I've reserved a duplicate copy of the order and expect to ship that to you Monday. The only thing harder than getting a package out of Brazilian customs is getting one out that should never have gone there to begin with... so I don't expect you to wait around! There's a chance that the USPS is mistaken and by 'Brazil' they mean 'Canada,' but unless we actually confirm that we'll assume it's really in Brazil. (Stranger things have happened.)
Let me know if you need anything else, but we'll be in touch with you again shortly.
In-Store Programs Representative
StarCityGames.com
(540)767-4263 x296
DJ.Keesee@StarCityGames.com
Office Hours: Monday-Friday 10am-5pm ET
Thank you WOTC for introducing the Modern format, a format where all the whiners can enjoy a level playing field and where they can play with none of the best cards of all time!