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PSA experience #2:
Where to begin?
Let’s see…….I wanted to take advantage of the voucher I received as part of signing up for the Platinum membership ($190 gets you 15 graded cards on a 7 day turnaround for those unfamiliar).
I sent in those 15 plus 3 and note that it is part of the 5 day turnaround time of $14 each. Now I am a realist and would be more than content with a 7 day turnaround time so the order is shipped together. I made a note of that actually too.
Order was received on 20th and I received a confirmation email.
I receive an email on the 20th an hour later saying that I can’t mix the special with the voucher. I was told if I wanted to do that there would be additional shipping charge of $17 for the 3 cards and will be shipped together. Umm…..ok……doesn’t exactly make a boatload of sense…..but I have 4 of the same card……so I email back nearly immediately that I four cards of one player. Randomly grade 1 of the 4 and this will comply with the voucher guidelines. Seems easy enough to me…..I receive an email back that they understand my request and thank me for the fast response. Ok, smooth sailing now.
Fast forward to last Tuesday the 26th…..I receive an email that my grades are ready…couldn’t be happier with the exceptional service. However, when I check the number of the submission it says “no grade refund” for the 3 that I had pulled…..no biggie. The following day I receive another email from PSA “your grades are ready”….again couldn’t have been happier….if they actually were. Same submission number of the same 3 cards that say “no grade refund”.
October 29th……nada. No word. Day 7 of the voucher’s terms.
November 1st……..I say what the heck, I will give them a ring and see the status. I talk to one girl and she explains that this was a ‘problem’ order and that grading didn’t start on the 21st rather it started on the 26th. Hmmmm…..to pull 3 cards out (randomly now, same card….4 subbed…..not numbered or anything…..they could have had a monkey take care of this task…lol…they probably did!) didn’t seem to big that big of deal. Then she goes on to tell me ‘keep in mind that the 22nd was the PSA open house when we allow the public in’ I proceed to tell her that I think it is nice gesture on their part but it shouldn’t affect my order in any way.
November 1st………it gets better. I call back and am not pleased with the way this is handled so I ask to speak to a manager. The manager looks at my order and explains that I have a “thicker” card (Press pass with a patch……absolute most 3 regular card thickness….nothing compared to an exquisite for example) in the order and the casing for the thicker cards are on backorder until the end of the month (END OF NOVEMBER). I explain in a calm and inquisitive tone why I would not have been notified once received and WHEN I was going to be notified if I not made the inquiry today? The solution “take the thick card out of the order; we will give you a 1 card voucher so you can send it in later this month”.
WOW, what customer service!
Where to begin?
Let’s see…….I wanted to take advantage of the voucher I received as part of signing up for the Platinum membership ($190 gets you 15 graded cards on a 7 day turnaround for those unfamiliar).
I sent in those 15 plus 3 and note that it is part of the 5 day turnaround time of $14 each. Now I am a realist and would be more than content with a 7 day turnaround time so the order is shipped together. I made a note of that actually too.
Order was received on 20th and I received a confirmation email.
I receive an email on the 20th an hour later saying that I can’t mix the special with the voucher. I was told if I wanted to do that there would be additional shipping charge of $17 for the 3 cards and will be shipped together. Umm…..ok……doesn’t exactly make a boatload of sense…..but I have 4 of the same card……so I email back nearly immediately that I four cards of one player. Randomly grade 1 of the 4 and this will comply with the voucher guidelines. Seems easy enough to me…..I receive an email back that they understand my request and thank me for the fast response. Ok, smooth sailing now.
Fast forward to last Tuesday the 26th…..I receive an email that my grades are ready…couldn’t be happier with the exceptional service. However, when I check the number of the submission it says “no grade refund” for the 3 that I had pulled…..no biggie. The following day I receive another email from PSA “your grades are ready”….again couldn’t have been happier….if they actually were. Same submission number of the same 3 cards that say “no grade refund”.
October 29th……nada. No word. Day 7 of the voucher’s terms.
November 1st……..I say what the heck, I will give them a ring and see the status. I talk to one girl and she explains that this was a ‘problem’ order and that grading didn’t start on the 21st rather it started on the 26th. Hmmmm…..to pull 3 cards out (randomly now, same card….4 subbed…..not numbered or anything…..they could have had a monkey take care of this task…lol…they probably did!) didn’t seem to big that big of deal. Then she goes on to tell me ‘keep in mind that the 22nd was the PSA open house when we allow the public in’ I proceed to tell her that I think it is nice gesture on their part but it shouldn’t affect my order in any way.
November 1st………it gets better. I call back and am not pleased with the way this is handled so I ask to speak to a manager. The manager looks at my order and explains that I have a “thicker” card (Press pass with a patch……absolute most 3 regular card thickness….nothing compared to an exquisite for example) in the order and the casing for the thicker cards are on backorder until the end of the month (END OF NOVEMBER). I explain in a calm and inquisitive tone why I would not have been notified once received and WHEN I was going to be notified if I not made the inquiry today? The solution “take the thick card out of the order; we will give you a 1 card voucher so you can send it in later this month”.
WOW, what customer service!
