So my submission is on the problem shelf...

envoy98

Has been apparently since Tuesday, March 21.

Do I get a phone call or email telling me as much? No
I send an email inquiry on Friday the 24th with an auto response that says "We'll get back to you within 3 days" Do I hear back in 3 days? No
I send another email request on Tuesday, same deal... Do I hear back? No

I call yesterday and talk to a very nice lady on the phone in customer service. She says "Well, your order definitely has some kind of problem but I can't tell you what it is. I'll investigate and call you tomorrow. I'll leave a voice mail if you don't answer AND I'll send you an email too. Great I say.
So today...I'm waiting all day. Do I get an email? No
Do I get my phone call? No

Why the hell is their customer service SO GOD AWFULLY BAD?!?!?!? How long was my submission going to sit there? Forever until I called? It's a $1000 submission and they can't even make a phone call? Or send me an email? Or answer one of my email inquiries in the 3 days they promise? Or send me the email or phone call they promised the next day? I mean seriously... I've heard some awful stories but this is ridiculous.

The order was hand delivered to them at the show. I can't imagine what the problem could be. The order form was filled out and double checked against the cards, the values are all under the $75 limit, the credit card is good and has plenty of room so I know it wasn't declined. I signed the credit card auth and the PSA can grade my stuff auth lines. I included the proper return shipping....

I'm kinda pissed off at this whole thing.

Sorry, just had to vent. I know many of you have had worse experiences, or similar experiences too. I have a 262 card (and growing by the day) order waiting to go out, but not til this one is at least checked in for crying out loud.

Ugh.

-Josh

CDsNuts

That sucks.

Lee

ripkenintheminors

ugh

colebear

Everytime I have a problem order I try to call them everyday and ask them if there is anything I can do, anyone I should talk to, or if they need more money. They seem to get right on it when they you ask that way and seems to limit the time on the shelf. It sucks that they did not call you or send you an email, especially with a bigger order. It seems my bigger orders always get better cust. service.

A cust. service rep once told me the specials tend to have a lot of problems because people rush them together, forget things, combine orders, etc. or maybe you just slipped through the cracks. So that may be why they did not contact you, it seems a little like chaos up there during specials

jmbkb4

I've said it before. CU could optimize their profits more fully if they had customer service worth a sh!t. It is absolutely pathetic. Their employees obviously have NO incentive to do their job well.

envoy98

This was hand delivered at the Sun Times show. I've never had a problem before except once when I forgot to sign the sheet and accidentally had one extra card on the form. That was cleared up the day I called. I realize they're busy, and I'm not that worried about it, but the lack of an email reply and then the lack of following through with a promise just bothers me. Like I said, the csr was very nice on the phone and very helpful I just want people to follow through with things they say they're going to do. If it just hasn't been logged because they're busy, then fine...Though I have never had a submission not get logged within two days. (Sans the one time I spoke of and that was 3 days when I called) This time I gave it 13 days before I called. (9 really)

Just frustrated by the whole thing.

colebear

<< <i>I've said it before. CU could optimize their profits more fully if they had customer service worth a sh!t. It is absolutely pathetic. Their employees obviously have NO incentive to do their job well. >>



I do not think they are to bad. They could have a never ending automated menu and they could have a fast employee turnover rate. I am in contact with them quite a bit and they are pretty knowledgable and if not their hold times are not bad. At least they have a phone # for cust. service unlike Beckett, who you have to send an email to and they respond with short one worded answers similar to San Diego Will.

Also they are a publicly traded company and for a publicly traded company they are top notch.

cardbender

Envoy,
It's got to be just frustrating I bet. I hope you get it resolved soon.

I guess I should consider myself one of the lucky ones,
I've never had a problem with psa's customer service department.
I've only had to call them maybe four to five times in the past 10+ years and my issues were always resolved very quickly and easily.

Rich

cardbender

I too dropped off a sub. at the Sun-Times show on March 16th. It was just logged in on March 27th. But that's no big deal to me, I'm pretty patient. I figure there's hundreds of other orders ahead of mine. They've always graded my cards pretty quickly too despite the somewhat slow log in times.

I feel badly for those of you that have had to wait two + month's to get your cards back. Not good.

jmbkb4

I have never understood how dramatically the time it takes to grade cards varies. I shouldn't be complaining, because I have great turnaround times. But it just isn't fair. Regardless, submissions of the same service type should be graded in the order received. It is insane to do it any other way.

(Another business mistake that PSA is regularly making.)

envoy98

I'm not complaining as much about it not being checked in, though it is disappointing, especially after all the times I've sent stuff in and it's checked in within a couple days. I've never had a problem with that. What bothers me is the lack of communication. If it really is on the problem shelf, why no contact at all? And after confirming it was there, why no phone call or email like I was promised after talking to the csr? I really have had great luck with PSA prior to this.But I've seen other people post about this and it's just bad customer service. Like I said, I've always been treated well otherwise aside from a couple somewhat rude & indifferent csr's on the phone. And this lady was very nice...but she didn't follow through like she promised and it's been a week since the original inquiry email to psa that was promised to be responded to within 72 hours.

...anyways.

CDsNuts

They have a FIWKWTHIWGO inventory system- First In Who Knows When The Hell It Will Go Out. I think a standard FIFO system would make more sense, but that's just me.

Lee

jmbkb4

Lack of communication is another obvious problem here. Good point enjoy.

envoy98

lol Lee.

I'll try again tomorrow and see what happens. <shrug> not much else I can do except whine I guess.

..crap, is it really 1am already. I better hit the sack.

f2tornado

Good luck. At least you can actually call someone at PSA without knowing an insider unlike BGS. I actually had to send a HAND WRITTEN letter to BGS to rectify a situation where they kept shipping my stuff to the wrong address. When I moved a couple years ago I phoned the JCPenny call center to change my address. The person on the other end was obviously in Bangalore and the process took much longer than if the person had better knowledghe of the English language. Customer service is failing in many places so the company can improve the bottom line. Many companies eventually hurt the bottom line by scimping on service and ticked customers go elsewhere. Hopefully your case is an isolated incident and not the standard. We should certainly get solid service for the amount we pay for slabs.

Southerncards

One of the biggest knocks against PSA has ALWAYS been the poor customer service.

Dont be their customer anymore....enough people do that, they'll get the hint.

jmbkb4

southerncards,

the PSA apologists on here (i.e., colebear in this thread) never cease to amaze me. I agree with you. If it weren't for the registry, I would not submit to PSA.

baseballfanatic

Im certainly no PSA apologist, but if my Bentley wont start I wouldnt trade it in for a Dodge Neon......

jmbkb4

<< <i>Im certainly no PSA apologist, but if my Bentley wont start I wouldnt trade it in for a Dodge Neon...... >>



And I also wouldn't sit in the driveway grinding the starter saying, "It's not really that bad."

RonBurgundy

I think their customer service is spotty, but if you know that and take extra time to review your order, you can avoid the dreaded problem shelf. Interesting to note: I sent in 2 orders under the December special, one went to the problem desk, one was fine. Guess which one was ultimately graded first? The one that went to the problem desk.....once it was logged in as received, the grades popped in 9 days.



Ron

zef204

<< <i>Im certainly no PSA apologist, but if my Bentley wont start I wouldnt trade it in for a Dodge Neon...... >>

ripkenintheminors

I've never had what I would call a problem with Customer Service. Granted, there have been times when I was frustrated. However, those were instances where I really shouldn't have expected a response and therefore have no right to complain.

jradke4

the last mechanical errors that i sent in took over 2 months to get back to me. that was after emails and calls. then i finally pm'd carol and she had them sent to me in two days.

envoy98

Well it turns out an email to the right person got things done. ( so did the voicemail I left last night ) I got a call from the same CSR today saying that it wasn't in fact on the problem shelf, just sitting with all the other orders that we dropped off at the show and it was "still in receiving"

Oh well, at least there's not a problem. Not sure how all these other orders received via mail were checked in but this one isn't and they've had it for 2 weeks now. Hopefully soon...

Still frustrated but at least there isn't a problem I guess. Although I'm not sure if that makes me feel worse, there's nothing wrong with the order, they just haven't gotten to it yet.

shrug

Maybe I'll get the grades fast once it's checked in at least. I can hope for that anyway.

Carew29

A take on a football coach---" Spotty?? Spotty?? Are you kidding me?? Spotty?? We'll be lucky if we get another card graded!!! Spotty??

CDsNuts

Playoffs?

Lee

Vintageaddict

Glad you found your stuff. That would suck. In reply to many others: it shouldn't matter the size of the order nor the "incentive" to do a good job. If you are getting paid to perform a function....DO IT! Both agreed to a cost and terms to do a job. There is alot riding on their job for us. Get it right...who cares what their circumstances are. No BS excuses,

Carew29

Envoy i would love to be' otch along with you, but infact i received this in my email today.

Dear Valued Customer,

" We have received your submission and are unable to process it at this time. Please contact Customer Service immediately as there is a problem with your order and we would like to resolve the issue as soon as possible. Any one of our Customer Service representatives will be able to assist you."

I didn't read far enough down that you have to put pins and coins on a frikkin seperate invoice.

Just when you want to jump all over em' they shut you up.

envoy98

<< <i>Envoy i would love to be' otch along with you, but infact i received this in my email today.

Dear Valued Customer,

" We have received your submission and are unable to process it at this time. Please contact Customer Service immediately as there is a problem with your order and we would like to resolve the issue as soon as possible. Any one of our Customer Service representatives will be able to assist you."

I didn't read far enough down that you have to put pins and coins on a frikkin seperate invoice.

Just when you want to jump all over em' they shut you up. >>



Holy Cow! I have NEVER seen or heard of that email before! When did they receive your package? How long before this showed up? Anybody else ever gotten one of these? It's great to see it actually. It's the first I've ever heard of it though.

Davemri

Josh, What kind of cards did you submit. I'm sure you have some nice HOF rookies in there......

dave

baseballfanatic

<< <i>
Dear Valued Customer,

" We have received your submission and are unable to process it at this time. Please contact Customer Service immediately as there is a problem with your order and we would like to resolve the issue as soon as possible. Any one of our Customer Service representatives will be able to assist you."

. >>




I received this a three weeks ago on two orders. One has finally been entered, one is still gathering dust on a shelf somewhere......

Carew29

Cards arrived on saturday, and i figured they would get entered today. I was right. I went to my e-mail to check and low and behold, here was this e-mail from Nikki Olivarez. PM me your e-mail and i will shoot you a copy of it.

Marc

envoy98

<< <i>Josh, What kind of cards did you submit. I'm sure you have some nice HOF rookies in there......

dave >>



Actually I wish it was a bunch of HOF rc's in there. It's actually a ton of modern stuff for the assorted Team of the decade (80's & 90's) and all time team sets. Stuff like 91 Pro Set John Randle (20 of them or so), 95 Finest Brian Dawkins, 97 Finest Rodney Harrison, some extra 96 SP rookies, about 80 88 topps rc's (Jackson, Testaverde, Krumrie, Fulcher, Bennett, Doleman, Greene et tal) Some of the assorted 75 Topps I got from my rack break from Lee (CDsNuts). It's 96 different cards, 189 total. Which tells you there's a lot of dupes...Hopefully a lot of 10's.

Boopotts

<< <i>

<< <i>Envoy i would love to be' otch along with you, but infact i received this in my email today.

Dear Valued Customer,

" We have received your submission and are unable to process it at this time. Please contact Customer Service immediately as there is a problem with your order and we would like to resolve the issue as soon as possible. Any one of our Customer Service representatives will be able to assist you."

I didn't read far enough down that you have to put pins and coins on a frikkin seperate invoice.

Just when you want to jump all over em' they shut you up. >>



Holy Cow! I have NEVER seen or heard of that email before! When did they receive your package? How long before this showed up? Anybody else ever gotten one of these? It's great to see it actually. It's the first I've ever heard of it though. >>



About 1/3 of my subs are tagged with this message. You get it if you put a couple slightly oversized discs in with a regular order, if you screwed up the addition when you calculated shipping, etc.


Question: What does one do with 20 graded 1991 ProSet John Randalls?

5STAT

The problems arise when you mix years and go from vintage to modern!!

I've had it happen a few times...now it's either / or...never both!!

I had sent some 70's baseball in with an order...then some 80's stars...then finished it off with some modern frefractors and hard to find inserts.

That sub took forever..because it couldn't stay in one person's hands..it had to get swapped around...with each new lever of difficulty.

Boopotts

<< <i>The problems arise when you mix years and go from vintage to modern!!

I've had it happen a few times...now it's either / or...never both!!

I had sent some 70's baseball in with an order...then some 80's stars...then finished it off with some modern frefractors and hard to find inserts.

That sub took forever..because it couldn't stay in one person's hands..it had to get swapped around...with each new lever of difficulty. >>




Here here. I have a sub there that's just like this right now. It's been there since 02/07, and apparently is still in the 'authenticating' stage, which I assume is PSAspeak for 'we have no intentions of grading these cards before the next ice age'.

envoy98

<< <i>Question: What does one do with 20 graded 1991 ProSet John Randalls? >>



Funny you should ask. lol

The short answer is "Hope for a 10" of course.

Actually, he's in the All Time Vikings and TOD 1990's set. Only 7 - 10's and a handful of 9's so far. It's actually a tough card to get ahold of, I've been stockpiling this oddball for about a year now. Plus, he has a pretty good shot of being a HOF'er so the demand will be there if that happens. Not to make myself look more odd, but I have 18 more sitting here that I didn't send in with this batch, they'll go in with the next batch.

By the way, cards didn't get checked in today, despite the phone call this morning. Was hoping they would be checked in. Maybe Monday? I have my fingers crossed. And most of my stuff is 1980-Present in this sub, with a handful being pre-1980 so I would expect them to be graded fairly quickly.

Davemri

<< <i>Actually I wish it was a bunch of HOF rc's in there. It's actually a ton of modern stuff for the assorted Team of the decade (80's & 90's) and all time team sets. Stuff like 91 Pro Set John Randle (20 of them or so), 95 Finest Brian Dawkins, 97 Finest Rodney Harrison, some extra 96 SP rookies, about 80 88 topps rc's (Jackson, Testaverde, Krumrie, Fulcher, Bennett, Doleman, Greene et tal) Some of the assorted 75 Topps I got from my rack break from Lee (CDsNuts). It's 96 different cards, 189 total. Which tells you there's a lot of dupes...Hopefully a lot of 10's. >>



Cool... I would be in the market for a 9 of Randle and Dawkins.....

Dave

envoy98

Cards hand delivered March 17th. After 4 (unanswered) emails, an email that was answered and handled quickly, and 5 total phone calls (my calls to them and their return calls to me), my order was finally checked in last night.

I guess they are backed up...

I was really starting to get worried. But I feel much better now. Hopefully we see some good grades before summer is over.

jmbkb4

Wow, that's pathetic. Sorry to hear that Josh.