Wonderful Customer Service from PSA.... :(

Jmnesq

Read from the bottom up. At the top is my latest response. I haven't gotten a response to it yet.


-------------

So you're telling me that my package is on BUSINESS DAY TEN. This is a package that was "logged in" ON MARCH 22. Today is MAY 9. This is almost TWO MONTHS.

If this is the type of accuracy and customer service I can expect from PSA, after spending well over $2,000 over the past year with your services, it looks as though BGS has a new customer.

----- Original Message -----
From: Stacy Bowman
Date: Thursday, May 6, 2004 12:21 pm
Subject: RE: RE: order status 553757

Per our president, Joe Orlando, they have decided that packages start
the day count when they are received into the system (03/22/04)
insteadof when they arrive. Unfortunately we went through a
really busy time
the last couple of months. We have caught up but apologize for the
delay.

-----Original Message-----
From: jnovell@tampabay.rr.com [jnovell@tampabay.rr.com]
Sent: Thursday, May 06, 2004 9:05 AM
To: Stacy Bowman
Subject: Re: RE: order status 553757



THE TENTH BUSINESS DAY ON A 35 DAY ORDER?

THIS WAS RECEIVED ON 3/9 AND LOGGED IN ON 3/22. THERE ARE MORE
THAN 10
BUSINESS DAYS BETWEEN 3/9 (OR 3/22) AND 5/6.

PLEASE RECALCULATE AND LET ME KNOW WHERE THIS ORDER IS. THANK YOU.


----- Original Message -----
From: Stacy Bowman
Date: Thursday, May 6, 2004 10:30 am
Subject: RE: order status 553757

Hello,

This order is currently on it's 10th business day on a 35
business day

order. It is still going through the gradig process. Once it
is
completed, grades will be available online.

If you have further questions, you may contact customer service
at
1-800-325-1121.

Thank you

-----Original Message-----
From: Jeff Novell [jnovell@tampabay.rr.com]
Sent: Monday, May 03, 2004 11:42 PM
To: Customer Support
Subject: order status 553757


Any idea when this may be completed? It was received on 3/9
although
logged in on 3/22.

Thank you.

koby

I got the last of my results from the February Special two days ago.

Delievered 3/4
Logged In 3/15
Results 5/4

Have not gotten the cards back yet, but overall I am happy with the results. If I wanted quicker service, I would have paid for a costlier service tier. I anticipate you will get your results in the next few days too. Good luck.

ROCKDJRW

I don't mean to sound like a PSA apologist but I submited 2 autographs in person on 3/20 (at the Sun Times Show) at the 20 buisness day service level. I recieved the cards I submited at the same time as well as the ticket stubs. Still no autographs. I called and was told "they dropped the ball" and I would get vouchers. I can't think of anything else that could be done (except change the music on hold ) I would love to have recieved my autographs on time but at least they made it right.

CandyFactory

According to my calendar (counting quick), minus Easter it is 33 business days. I imagine your service was 35 days which means they have 2 days left. If PSA misses your deadline you receive a voucher for a free submission.

In my opinion and most others, TYPING IS CAPS IS CONSIDERING SHOUTING AND IS SOMETIMES TAKEN THE WRONG WAY.

To be honest, I don't see your point. They are still within your service date, so why are you giving BGS your service? I don't see what they have done wrong.

thejam

screw the business day crap , holidays don't count crap, we're open on saturdays but saturday aren't business days crap , and the your order was entered /delivered crap ... why does PSA just give a flat # of days period -- go to 45 , go to whatever but count a day as a day to avoid confusion and weaselly crap

envoy98

That "Days count from the day it is logged" is a bunch of crap. I had a package they received on 3/29, It was marked as follows:

Date Received: 04/07/2004
Date of Grades Posted: 04/09/2004 --This should say 4/13 since that's when they were actually posted. I checked every day!
Date Shipped: 04/16/2004

I received them 4/24. 18 business days after I submitted my 5 day service level. I was very disappointed as well. Their Customer service department is none to sympathetic, or even apologetic on the matter either. All I heard about was "We were swamped" Um ok...Not my problem. You have my email address.. send me a note saying sorry, but your order might be a little delayed. INstead of this crap about "well we posted it on our website that we were having problems" I lost a lot of respect for PSA after that.

But I still like their message boards!

Coucher73

The point here is that PSA should count the days from the day the package was received, not the day it was logged in. Don't tell me that you'll turn my order around in 35 days, if you'll actually turn it around in 50 days because it takes you two weeks to process the package.

And, don't give me the excuse that PSA has been really busy grading the $5 special invoices -- they should've anticipated the need for additional capacity. Poor planning on PSA's part doesn't mean that customer service should suffer.

Jmnesq

Please read the posts again.

I understand that I have not reached business day 35 from the login point.

My point is that I am on business day 10.

ANd yes, I had every intention of convenying YELLING.

Just read them again.

CreeperKat

Looks like the person you spoke with at PSA is missing the month of April from her calendar. If you count 10 business days from and skip April, you will get to May 5th. Seems to me to be a simple "brain-lapse" mistake in counting. I would call them just to clarify or just wait till Monday to see if you're grades are posted.

ctsoxfan

I don't see your point either. If you want quick service, pay for the express service tier (I do, never a problem). Also, shouting at them via email isn't a great idea, as mentioned. PSA saying they are busy is a poor excuse, but until they miss a deadline, they are within their published guidlines. Finally, submit to BGS...who really cares? You can even get out the razor and sharpen your cards up a bit before you send them in...everyone else seems to!

Jmnesq

The point is, I"M NOT ON BUSINESS DAY TEN!!!!!!!!!!!!!!!!!

koby

They just made an error in counting days. It sounds like PSA is still within the allowed timeframe and your results will likely be posted in a few days. Maybe you should just go for a quicker service level next time.

uniship

pick up the phone and I bet it is all straightened out.

ps - if they are late, good for you - free grades!

BigKidAtHeart

<< <i>pick up the phone and I bet it is all straightened out. >>

agreed!
CALL them and Talk to them.
Tele: (800) 325-1121 or (949) 833-8824

Email is not effective in this type of situation.

RobE

<< <i>

<< <i>pick up the phone and I bet it is all straightened out. >>

agreed!
CALL them and Talk to them.
Tele: (800) 325-1121 or (949) 833-8824

Email is not effective in this type of situation. >>



No it's not.However don't shoot Stacy for being the messenger.

I understood right away what you meant by being on business day 10.The clock started ticking on 3/09 or 3/22 and it's now May 6th.

Just call before more goes wrong.Take a deep breath and be civil then go pour yourself a tall one.

schr1st

Sorry, but Stacy should be called onto the carpet for that kind of a mistake. One thing to remember about customer service is that the customer is always right, even when they are wrong. In this case, Jeff is right, and Stacy needs to go back to grade school for a refresher course on months of the year.

Jmnesq

----- Original Message -----
From: "Carol Bennett"
To:
Sent: Thursday, May 06, 2004 6:15 PM
Subject: RE: RE: RE: order status 553757


Dear Mr. Novell:

Joe Orlando asked me to look into this and contact you.

I do want to take the opportunity to apologize for some of the
misinformation that was given you earlier today.

The order you are questioning was a Set Registry special and the
turnaround time on this special was not guaranteed. Under normal
circumstances we have been able to keep in the approximate turnaround
times or better.
The 1972 to Present special was such a hit that we inundated with
packages and fell behind opening and entering them. That is why there
was a delay from the time it was received until the time it was entered.

When Stacy answered you today, you would have technically been on the
30th business day from the date the order was entered.

I spoke with our operations manager and explained the situation and
miscommunication and asked if we could move you to the front of the line
in this case.

Your order has been completed and the grades have been released. Due to
cut offs for the post office, your package will be shipped in the
morning.

Please let me know if I can be of further assistance.

Sincerely,

Carol Bennett
PSA
Collectors Universe

800-325-1121 ext. 102
carol@collectors.com




I never had a concern with the 35 days. I am sure you have had a number of
unhappy customers about the fact that the 35 day service took 35 business
days. I had a 192 card submission previously which took 34 days from the
date of login. I don't AGREE with your assessment that it's "35 days - but
not guaranteed - and the imaginary clock that isn't guaranteed anyway
doesn't start until we decide it does", but I don't have a problem with
accepting it. It's your company. Run it how you want to.

I had a MAJOR concern with the fact that my cards were on "day 10", and when
I asked about this, I did not receive any additional information. I had a
major problem with cards that were logged in in March being on "day 10".

In any event, thank you for your assistance. The grades haven't been
released on your website, but I am sure I will see them soon.

joker73

<< <i>I spoke with our operations manager and explained the situation and
miscommunication and asked if we could move you to the front of the line
in this case.

Your order has been completed and the grades have been released.

<< <i>

Bet you get tons of 10s now

ctsoxfan

I would say that they made it right with that response. Give them some credit.

thejam

even using the word "technically" by customer service makes me cringe

MorrellMan

I got to agree with ctsoxfan - they absolutely made it right. As a long time factory rep, I know the following about factories:
1. Lead times always change, subject to work loads - this is an irrefutable fact of factory life. In the case of PSA, instead of simply informing the customer (or not) that the ship date has been pushed back 3 weeks, they start counting from the time they post the order, only feeding the factory floor with orders they can process smoothly. Last thing I want is my card buried in a too-mountainous stack at the grading table.
2. First contact CSRs have a corporate line they MUST adhere to. Their job is to deflect complaints that can be satisfied by simple knowledge of policy. If you need help, you absolutely have to go higher.
3. When someone higher up solves your problem - you say thank you and move on. You've won, and rehashing the concerns only engenders bad feelings. These are people, doing a job, and if you plan on ever dealing with them again, just remember their memory is as good (if not better) than yours.
4. Factories always represent lead time in terms of "working" days. I can't tell you how many times I've told a customer who orders something on a 10 day on May 1st that, no , it won't ship May 10th - it's 10 "working" days - it'll ship May 14th (actually, May 15th, because orders are posted the day after they are received by the factory). The fact that the question comes up has never stood in the way of that person consequently understanding the concept. Again, it's a fact of factory life.

Jmnesq

Everyone except for Sch1st missed the point.

I am not calling them on the 35 days. I posted that I accepted it. It was the fact that, after submitting the cards on March 9th, that on May 5th, almost 2 months after, I was repeatedly told that my order was on business day ten and wouldn't be done for another 25 days.

MorrellMan

<< <i>
2. First contact CSRs have a corporate line they MUST adhere to. Their job is to deflect complaints that can be satisfied by simple knowledge of policy. If you need help, you absolutely have to go higher. >>



Jeff - wasn't it Stacy who was quoting the 10th day? Did you ever learn that she was technically wrong and that the higher-ups who got your lead time reduced were actually correcting a mistake rather than assisting a disgruntled customer?

In reading and rereading your posts, I'm not sure what your current gripe is. Stacy fed you some info designed to keep your cards on their current schedule (her job), you went higher, they acknowledged the smokescreen as well as your concerns for your cards, pushed the schedule up and did everything they could to satisfy you, short of sending you Stacy's severed ear. I don't mean to sound callous, but what more do you want?

Jmnesq

I don't have a current gripe now, it's just that 16 of the posts above all think that I'm complaining about the 35 day turnaround. I'm not.

KalineFan

I just started sending in with ALL my orders the green return receipt card. They absolutely
must sign it when they receive it. You get it back and I would think you can't say you did
not receive it until you " FEEL LIKE IT" !!

Pretty cheap for a couple of bucks to know when your cards REALLY arrive!

koby

JMN Esq-

How did the grades turn out? Were you happy with the results?

Koby

WinPitcher

kaline I think you do not understand, when they rec it and when it is entered into the system (which by the way the clock starts) is what matters, and further more if they are at a show the clock stops then restarts after they return.

PSA time is like no other time........but I would rather wait for them then anyone else.

DeutscherGeist

It is extremely frustrating and annoying when there is a dispute in counting, addition and substraction. I mean, why is there even an argument when there is only one right answer?

I have had experiences many times dealing with people with very poor math skills or even awareness. Corporations bank on people like this with their 0% APR on new cars or big screens, little do they know it is only for one or two years and then converts to a higher rate (in which these customers can only pay in increments anyway because they weren't so savy to save money within that time frame).

What tops all of this would be explaining how mortgage interest or credit card interest is calculated---I am not going to get in on it. Some of you know what I mean.

koby

Did the grades turn out better or worse than you expected?

Jmnesq

Worse.

I really didn't want them to bump the order up, I just wanted an explanation as to why I was on business day 10.