have called PSA customer service about 20 times....
carew4me
Posts: 3,473 ✭✭✭✭
And they are by and large very helpful, but there is one guy, some of you may have got him before,
who is a total A*HOLE. He is not directly mean, but you definitly get the feel that he doesn't want to answer your
questions and that he really does not like his job. He usually answers the phone with "Customer Service".
No "May I help you" No "Thankyou for calling". and that would be a small point of note for the QA people except you can hear
the the bad attitude in his voice and how he answer his questions.
Customer Service is fine on the whole, just this one jerk.
who is a total A*HOLE. He is not directly mean, but you definitly get the feel that he doesn't want to answer your
questions and that he really does not like his job. He usually answers the phone with "Customer Service".
No "May I help you" No "Thankyou for calling". and that would be a small point of note for the QA people except you can hear
the the bad attitude in his voice and how he answer his questions.
Customer Service is fine on the whole, just this one jerk.
Loves me some shiny!
0
Comments
Late 60's and early to mid 70's non-sports
If you call in and you feel the person is being rude, please get their name and ask for their supervisor.
If you are uncomfortable asking that same person for the supervisor, hang up, call back and press 0 for the operator and ask for Laura.
She is our Director of Customer Service and does want to hear if you feel people are being rude.
Joe is always an option.
Sometimes the reps have to give you information that you don't want to hear and is out of their control, but, they shouldn't be rude when delivering it especially if you are being nice.
Carol
Since you opened the door Carol, it would be nice to hear exactly where our cards are instead of that sickening phrase--'They are in grading'. This could mean anything from sitting on the floor collecting dust--or sitting for weeks on that "problem" shelf, to actually being graded. Some of your customer service people do sound like robots with those patent answers.
<< <i>Since you opened the door Carol, it would be nice to hear exactly where our cards are instead of that sickening phrase--'They are in grading'. This could mean anything from sitting on the floor collecting dust--or sitting for weeks on that "problem" shelf, to actually being graded. Some of your customer service people do sound like robots with those patent answers. >>
im going on a month without knowing my grades, but i havent contacted them and have no intention to.. i can tell by the dates others are received and entered that mine should be back soon enough..
how long have your been in grading that you have to call?
i do however, check the order status on the homepage about 213678 times per day..
<< <i>Since you opened the door Carol, it would be nice to hear exactly where our cards are instead of that sickening phrase--'They are in grading'. This could mean anything from sitting on the floor collecting dust--or sitting for weeks on that "problem" shelf, to actually being graded. Some of your customer service people do sound like robots with those patent answers. >>
If our system says your cards are in grading, that's all the rep knows. We do not know where in line you are, you could be front middle or back.
Cards don't sit on the floor though.
Cards can stay in grading for sometime as they go through different graders; we may be at a show (rare since we only have 3 on the schedule for 2005). If they were sent in under bulk or one of the specials, and we get an influx of Walkthroughs, Express, etc orders, these will cut in to the front of the line.
PSA ships in excess of 100k cards a month and we do out best to get them in and out in a timely manner regardless if they are on a slower service, as some of you have experienced lately.
Carol
dave
FINISHED 12/8/2008!!!
Yours definately got lost in the shuffle. Most subs. under that special came back pretty quickly. FWIW, my '50's sub came back yesterday just 6 days after they were received.
Late 60's and early to mid 70's non-sports
are still looking for the 2004 card shows. J/K!
i do similar to pandrews...."check 213678 times a day"...
Thanks,
David (LD_Ferg)
1985 Topps Football (starting in psa 8) - #9 - started 05/21/06
Out of curiosity, and trying not to be pushy, I forwarded an email to you and Joe last week regarding a ticket grading question/issue for which I was not satisfied with the Customer Service Rep's answer. How long should I wait for a response before I follow up again?
Four board members have posted their grades from the 70s special in the last 24 hours, one was entered 10-24, one 11-1, and two on 11-2, meanwhile mine sits from 10-21. Yet their excuse is "turnaround time varies with demand". Do they understand the definition of demand? Same size orders, same service level, should be the same level of "demand".
I recently renewed my memebership, I guess that this "varies with demand" also. It was mailed on 10-5, and finally processed on 10-27, 22 days later. When I called customer service after about 2 weeks they said it wasn't there, but they would look for it. Another few days passes and the next call to CS garners the answer "we get thousands of pieces of mail a day" followed by "we can't process it all in a timely fashion".
Maybe it is time to hire some help at PSA, and go to a standard FIFO system within service level catagories. Leaving membership paying individuals hanging, in an industry where there is generally no "membership" fee for services, is a poor way to keep the customer happy.
This is all without going into the "play the grading game" situation. I have recently resubmitted two cards, the first one was graded a 7 the first time (obviously undergraded), upon the 2nd try it was graded a 9, sold on ebay, and received very happy positive feedback. The 2nd card was bought as a PSA 9oc, was graded a 5 the 2nd time, the third time it came back the correct graded of PSA 8. It is pretty sad that PSA is so petty that they encourage people to send cards back to be graded again so they can charge a grading fee again.
Thanks for listing to (reading) my rants. I am starting to get very frustrated in some of the goings on at PSA and it is getting to me. I have another submission here waiting to go, but as others here have said it is not going out until this one comes back. The management at PSA should understand that treating all memebers fairly and consistantly would result in more submissions being made as people would know what to expect ahead of time. As they say--- when people are treated fairly they stay content and continue to patronize a business, when people are treated poorly they tend to tell others and this eventually will affect present and future customers, and in the end, the bottom line.
I bet they hammer your cards this go around.
My Auctions
I understand your rant. But at the end of the day, PSA does not use a FIFO system for grading, for a variety of reasons. Some of it has to do with the size of the submission and the amount of research that does or does not have to be done for grading a submission. For example, when I submit a bunch of oddball Schmidt cards that have never been graded before, it always takes much longer to get done. When I submit 5 copies each of a dozen or so popular Schmidt cards - it is a very easy submission to process.
At the end of the day - if they still process your order on time, you really don't have a legitimate complaint. Yes - there may be some randomness to the process. But they are processing your order in less than the guaranteed amount of time.
Such is life.
<< <i>I bet they hammer your cards this go around. >>
I would kind of expect it from the recent conversations that I've had with CS. On the other hand it would open up a nice big can of worms if it happens as the graders have no idea who's cards that they are grading
I imagine that some of the problems that I have mentioned are small in comparison to some of the other fires that they are trying to put out today. Either way, I hope to have my cards back by Christmas, although turnaround times "vary with demand".
<< <i>I understand your rant. But at the end of the day, PSA does not use a FIFO system for grading, for a variety of reasons. Some of it has to do with the size of the submission and the amount of research that does or does not have to be done for grading a submission. For example, when I submit a bunch of oddball Schmidt cards that have never been graded before, it always takes much longer to get done. When I submit 5 copies each of a dozen or so popular Schmidt cards - it is a very easy submission to process. >>
Early 1970s Topps Hockey and 1971 Fleer Globetrotters aren't exactly oddball cards when there are complete registry sets already graded, and in this case size isn't an issue either as the graded submissions and mine are all in the 50-100 card range. Some of the graded submissions even included discs, which are supposed to go on a seperate invoice because they go in "tallboy" holders. They had no problem leaping that hurdle in 6 total days, not just business days.
You also have to love the "min size req" that are graded one week and two weeks later someone has added material to the card because they are instantly bigger and now gradeable. It happens all the time. I know that grading is very subjective, but actual measurements aren't. Cards are either within tolerance or not, there is not really a grey area here.
I almost feel bad telling you that I just checked for my grades on my 70's submission. They just popped and they were logged in 11/4.
My Auctions
However , I must say almost all of my personal experiences with PSA have been quite professional, friendly, and prompt.
I think I have sent in about five different "specials" and a few memberships, and at least one regular sub. for grading. Only one time was I a bit concerned that they had not been entered into the system timely, and never felt the return was overly long. I do take considerable care to check all cards are properly encased, stickered, listed, package labeled as recommended, etc., so as not to have myself to blame for any delay.
All conversations, though few, via the teklephone, were very satisfactory.
E-mail communication has been outstanding, only one time that I asked a question and used the generic customer service send to, not a real person, did I get no reply.
I would have to rate/grade their overall customer service, in the three areas I have first-hand experience with, a 9 or at the very worst a high-end 8.
Of course I do feel they extremely undergrade the beauties I send in. !!!
This must be DaBigHurts other i.d.
Late 60's and early to mid 70's non-sports