Turnaround Time Trouble

Ripken

I sent a large batch of cards to PSA on 7/15. Right around 4 days later, i got an e-mail indicated they'd received them. Several days after that, they told me there was a miscalculation in my order and to contact them. I'd simply miscounted the # of cards and left a message saying to charge me whatever the correct total was. This was for the 15-day special. My question is...the submission center is now indicating my cards had arrived on "July 28" rather than the 8 or 9 days prior to that. I understand there would be a slight delay while they confirm the # of cards, but why would there have been such a delay before they originally contacted me? My 15-day turnaround will now likely be closer to 30 days. Doesn't seem quite fair. It seems any delay shouldn't be more than a day or two since I contacted them within 24 hours. Anyone else have similar experiences? Anything I can do?

Treetop

My advice to you.

if the future, when PSA calls you and you authorize a correction and a day or two goes by and the invoice is still not logged, contact Peter or Charlie to make them aware and they will make sure your invoice is logged promptly and is back on track to meet the 15 business day timeframe.

FYI: the small print for a set registry special, does not gaurantee a specific timeframe. They just state "Your grades will be available in approximately 15 business days". Personally, I have never had an invoice special or not, go past the allotted time frame.


I don't know what to tell you to do now, since so much time as past since you authorized the correction to your invoice.

Mark

pc

the biggest show of the year took place
during this time so you are sol.

Ripken

Thanks for the replies. They did log the shipment right after I returned their call but my question is what happened to my cards from 7/19 when the order was received to 7/25 when they first contacted me and told me there was a discrepancy? Why did my order sit there for a week? I guess the fact that there was a discrepancy gives them an excuse not to enter the shipment until it's resolved but it still doesn't make any sense. The fact is they didn't contact me for a full week after the order was received. And I returned that call within one business day to resolve the rather small problem that occurred. I understand someone has to process incoming orders--and this was a large one-- but to me any 'delay' in this instance shouldn't be more than a day--maybe two. The date the shipment was processed should have been in line with the receipt of the order---and then adjusted by that extra day or two.

I don't care if there was a National show that week or not. To me, 15 days means 15 days. Not "maybe 15 days" or "approximately 15 days" but 15 days. It's in bold print in all of their ads on the site. If they can't staff adequately during the National, then they need to make clear in their ad for the special offer that orders will be delayed during this time. It cost me about $350 over and above the bulk shipment price to have my order processed faster. But my turnaround time will now likely be 30 days--and saving 15 days to me is hardly worth $350. I think we tend to be a little less demanding of folks in the card industry. Not sure why...but demanding better service shouldn't be something to shy away from.

jackstraw

i am at a loss on this one. what your saying is that PSA should stop processing orders so they can fix your mistake?

Ripken

??????????

Obviously that's not what I'm saying. I tried to explain this as clearly as possible. Sorry if I failed in your opinion but what is it you don't understand? Are you saying it's OK for PSA to wait a week before processing a submission with a supposed 15-day turnaround time? The delay happened BEFORE they contacted me.

Virtualizard

<< <i>...But my turnaround time will now likely be 30 days--and saving 15 days to me is hardly worth $350... >>



If you didn't care about the quick turnaround, why did you spend the extra $ for this special when the bulk submission rate would have cost less?

In any case, contacting someone at PSA will get you more satisfaction (probably) than venting your frustration on the message boards first. Try that and see what they have to say about it.

JEB.

Ripken

I did care about the turnaround time..my point (again) was that 15 days will likely become nearly 30 days. I believe the bulk turnaround time is 45, correct?

And yes, I did contact PSA and did not get any real answers. That's why I stopped in here. Sorry to bother you guys...

Virtualizard

No bother. Sorry if it seemed that way. I just wanted to understand your problem. To me, even 30 days isn't worth $350, but I am a collector. Maybe some dealers want the quick turnaround to take advantage of the current market - I can understand that. For me, I'll take a 6 month turnaround if I can get it for $1 per card.

JEB.

jackstraw

imo i believe when your dealing in baseball cards submissions it probably a long task of order entry. if you sent in 300 upper deck griffeys but they only received 299 then yeah its probably a quick fix. if you send in 300 diffrent cards and there is a mistake it probably takes all of that week to check the order. it probably depends on how many orders they are receiving on that day, and what time of day they discover your error. say its 3:33 and your order is found to be an error. well it probably gets put aside in the problem pile . they continue to process orders till 5:00 and then it's tomorrow and they are swamped with incoming orders and well your order gets pushed untill there is a slow time. this is only guessing on my part and i didn't mean anything bad by my post sorry.