Advice on what to do - problem with Upper Deck redemption

gregm13 · July 3, 2005 1:47PM

All,

I am at the point of utter frustration with Upper Deck. I bought a box of 2003 SP Authentic football back in DECEMBER of 2003 and pulled a redemption for a Randy Moss auto'd patch #'d to 50. After a year I started to call, asking what the status was on the card. I was told they expected to have the autographs soon and would send out. I waited another 3 months and called back asking for a further update. At this point, the customer service rep told me the card wasn't available - at which point I asked for a replacement card. I gave a list of five cards that I'd be willing to exchange for and she said that something would be sent out within 6 weeks. After three more months went by, I called back yet again and asked to speak with a manager. The customer service rep said that a manager wasn't available and said that he could help me. I told him that I have been waiting over a year and a half for a redemption and was promised a replacement that never arrived. He apologized and asked what I would be willing to take as a replacement. I told me that at this point, I would like a Dan Marino autographed card - since I had waited so damn long plus the Moss books for $150 and I'm sure there is a Marino auto they can send with a bv of close to the same amount. He said that he'd speak with the distribution dept (I think this is what he called it...) and would call me back. I have now been waiting nearly 2 months for his call and I still have no card. What do I do? I plan on calling again Tuesday and raising all sorts of hell - but I'm skeptical as to how much good this will do. It seems the managers don't want to get involved and the customer service reps are worthless. It's said, because this was one of my best pulls and two years later I'm still empty handed.

Regards,

Greg M.

Stone193 · July 3, 2005 1:58PM

Hi Greg
How about sending a "registered" letter/return receipt required to the CEO, Richard McWilliam explaining exactly what happend and how disappointed you are. Include all copies of correspondence you may have and a simplified "time line" of who, what, where and why. Do you have a copy of the redemption card?

mike

ajw · July 3, 2005 2:01PM

I'd put something in writing. A letter always gets a better response than does a phone call as there's more of a paper trail. Handwrite it, too...it helps. Address it to the CEO; Richard McWilliam (found his name in an article from 2003...hope he didn't get fired.) If you want to get really pissy, include in the letter that you're sending a copy to the Better Business Bureau (or to Beckett Football Monthly) or something/someone else they'd respect.

WinPitcher · July 3, 2005 2:01PM

greg do u have a copy of the redemption card? I am thinking that so much time has gone by that whenever you call you may just be getting the brushoff. UD is a very sleazy company. I would call again like you say and try try again

good luck

steve d

Stone193 · July 3, 2005 2:07PM

We're sorry but Greg is not in at this time...at the tone please leave a message....beeeeeeeeeeeeeep.

I think great minds must think alike! I do have to say that the registered letter is a handsome touch.

orion9578 · July 3, 2005 2:14PM

I'm not to sure this will help but I had a very similar situation happen and talked with many different reps. I finally got ahold of one who seems to know what hes doing. Everytime I have to call now I ask to speak with him. I'll pm you his name. Dunno if he can help anymore then the others(though he did a good job with my situation) but its worth a shot. Also have to agree with the other guys, if you have the redemption card still that would help a lot, but if not I'd write the letter like they are telling you to.

goudeygold · July 3, 2005 2:35PM

I'll tell you what to do. Go vintage!! no redemptions!! these stories are a dime a dozen. Now I know why people auction the redemption cards instead of sending them in.

GG

phreakydancin · July 3, 2005 10:33PM

Firt of all, let me say I understand your frustration. I've dealt with Upper Deck redemptions before and while my poor experience was nowhere near the level of yours, I know what it's like to get the runaround.

I think the registered letter to the CEO is a good idea, but I also think you need to HOUND THEM on the phone constantly to get some satisfaction. You say you waited two months for a callback from the last rep you spoke to. Why wait? Call back, then call again, then call again. Get names of supervisors and managers and ask for them specifically. Pretty soon they'll send you something just to get rid of you.

jrdolan · July 3, 2005 11:45PM

Yikes. I'm glad I never bought a redemption card on eBay.

joestalin · July 4, 2005 12:04AM

UD has recently moved their offices and that has screwed up everything. You need to email Chris Carlan, he will take care of you. Kindly
explain your situation to him and ask him if it would be possible to get a Marino as a replecment. Make sure he has all your info- address
and such, also your UD screen name. I really think anything to McWilliam is a waste of time, he will just forward it to some ape who knows
nothing. Chris actually knows something.

Chris_Carlin@upperdecknv.com

Good Luck and let us know what you get.

Kevin

WinPitcher · July 4, 2005 12:44AM

and if that does not work, send pandrews out there to kick someones butt.

ctsoxfan · July 4, 2005 1:30AM

JS is right - I have redeemed many UD redemptions without problem in the past, sometimes you wait a while - but you always get the card. In this case, I am sure if you are persistent, you will get something nice for your troubles.

gregm13 · July 5, 2005 2:14AM

Thanks everyone for your advice and suggestions. I'm going to e-mail Upper Deck today and see if this issue can be resolved. What a great forum!!

Greg M.

Stone193 · July 5, 2005 2:24AM

<< <i>Thanks everyone for your advice and suggestions. I'm going to e-mail Upper Deck today and see if this issue can be resolved. What a great forum!!

Greg M. >>

Good luck Greg
Let us know how it goes.

mike

RipublicaninMass · July 5, 2005 2:25AM

<< <i>and if that does not work, send pandrews out there to kick someones butt. >>

it goes a little somthin' like this

gregm13 · July 5, 2005 3:42AM

As a side note, I just called the PSA customer service # listed on the web site and it's out of order....WTF?

Greg M.

AkbarClone · July 5, 2005 4:26AM

I just went to their website to check on the one and only Upper Deck redemption I have ever submitted (on June 7th). I was shocked to see that it's status was "shipped"--but it said it was shipped two weeks ago and I have not received it yet. I just hope it is a case of slow shipping and not some "run-around" by Upper Deck.

ctsoxfan · July 5, 2005 6:41AM

I noticed that too - they had a redemption of mine showing shipped about the same time, but I didn't get it until last week. The package had a mail date of 2 weeks later than the date it showed as shipped, so my guess is the shipping department gets the packages, but doesn't always ship them out right away. I still have never not received a redemption that I redeemed online with them.

gregm13 · July 11, 2005 1:56PM

I would like to thank everyone again for their input. After sending an e-mail to Chris Carlin last week and following up with a phone call, this morning UPS arrived at my door with this beauty!!! Needless to say, I am thrilled with the replacement. Kudos to Chris!!!

Regards,

Greg M.

WinPitcher · July 12, 2005 3:43AM

Glad to hear that you finally got satisfaction Greg

I think it was kevin (joe stalin) that turned you on to that guy?

Sd

Stone193 · July 12, 2005 3:59AM

<< <i>Glad to hear that you finally got satisfaction Greg

I think it was kevin (joe stalin) that turned you on to that guy?

Sd >>

That's exactly what I was going to say Steve!

congrats Greg - glad it came out ok.

mike

baseballfanatic · July 12, 2005 4:08AM

Chris Carlin is the ONLY person that keeps Upper Deck on the map. Friendly, fast and honest. He has pulled UD's butt out of the fire on countless occasions. I think he is the only person there who realizes without keeping collectors happy, people will find something else to spend thier money on..............

AkbarClone · July 21, 2005 1:06AM

Well--the UPS man finally arrived at my door with my redemption. My joy at opening the package was quickly diminished as I discovered they did not send the card I had redeemed. They instead sent two replacements!

I had paid money for the redemption card because it was a #d Auto/Jersey card of Hall of Famer Steve Carlton, whom I collect.

Instead they sent me a A-Rod Auto and a Griffy, Jr. Auto/Jersey.

Now I guess that the replacements combined might be roughly equal in book value (I really don't know)--and I wouldn't be that upset if I had bought a pack or box of cards and got the redemption that way. But I had paid someone else specifically for the redemption because it was a Steve Carlton Auto/Jersey. I would not have bought it I knew I would instead be sent two modern players whom I do not collect.

Does anyone have any interest in:

2000 UD MLB eVolve A-Rod #eS-2 Autographed and hand numbered 188/200

or a
2002 UD MLB Signed Game Jersey card #S-KG (numbered 190/350)

I don't know if I should contact Upper Deck and try to get something else of players I actually collect, or if I should try to sell these two cards and hopefully recoup the money I spent for the original redemption. This was the first redemption attempt I had ever sent in to any company.

Any suggestions?

NickM · July 21, 2005 5:30AM

IMO you should sell these and buy the Carlton you want on eBay - I think you'll come out ahead.

Nick

AkbarClone · July 21, 2005 5:54AM

I think you may be right. I looked on eBay and found 3 of the 2002 UD eVolve autos for sale. None were for A-Rod, but all were selling for more than I paid for the Carlton redemption card.

Advice on what to do - problem with Upper Deck redemption

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