Question about PSA Service and turnaround time.

Idol

I'm not sure if any of the board members here have any information regarding this. I have a small 15 card PSA order that is late again. I do not remember the last time I got my order completed on time. Are they understaffed or what is the deal? I'm just trying to understand the process and why some orders are completed faster than others.

Since, I deal with modern cards I normally grade with BGS and they are on point with their log in time and turnaround. If they are late on any turnaround time all fees are refunded. Not sure if that's the business structure PSA would consider. I think it will add to the quality of service they provide but that's just my opinion.

dbcoin

consider that PSA has 80% of the card market and that volumes are at record levels. BGS turns around quick because no one submits anything to them.

JoeBanzai

Should it really matter how much of the market they have? A properly staffed, well trained workforce should be able to get the job done on time.

Joe

Foo3112

I assume that they don't meet their monthly quotas to often in regards to their turn around times. I also don't see why it should even matter either if they have 20 or 80% of the market, why they can't make good on their turn around times? If any company is getting more business and continues to grow, then they need to hire the proper staffing to meet the demand. It's that simple. It's good to see they don't have a problem raising there monthly specials.

Dpeck100

If you go to a restaurant that is really busy you expect to wait and sometimes it is longer then you would like.

If you go to a restaurant that used to be busy but now has lots of tables that are empty you get seated right away and your food comes out on time.

I will take the wait when it comes to getting cards graded. The value proposition clearly favors it.

OcTrAdInG

I don't know that McDonalds vs Burger King is necessarily a good analogy, but to each his own.

With an adequate workforce, PSA should be able to get the job done efficiently and effectively. If PSA is reluctant to hire the necessary additional staff, then estimated turnaround times should be re-evaluated so that customers have realistic expectations in relation to service and wait times at PSA. I, for one, would appreciate some sort of email notification on status changes throughout the grading process. While this would likely require more disclosure about the secret world of TPG's, I'd think that customers would appreciate knowing that their orders are showing some signs of progress.

o.c.trading

JoeBanzai

<< <i>If you go to a restaurant that is really busy you expect to wait and sometimes it is longer then you would like.

If you go to a restaurant that used to be busy but now has lots of tables that are empty you get seated right away and your food comes out on time.

I will take the wait when it comes to getting cards graded. The value proposition clearly favors it. >>



While it may take longer to be seated, in a well run restaurant, in my experience, you often get the BEST service when they're busy.

bigdcards

They do not have accurate time estimates for their orders. They are slow. Everyone complains with their words, but then shows they are fine with it by going back for more, with cash in hand. PSA cards arrive when the arrive. There's no surprise in it and it's part of submitting to PSA.

For the restaurant folks. If everyone says it takes forever to get a seat somewhere, and then forever to get served and you see it for yourself when you go, then either go when you have time to spare or simply don't go. And if sometimes you do get a seat right away, don't let it change your expectations. Just enjoy the nice surprise and eat up.

OcTrAdInG

PSA is undoubtedly a leader in the TPG market, and they are successful for a number a reasons, probably the least of which is good customer service (in my own experience). This is only my opinion, but I will say that I'd be very reluctant to invest in an operation that consistently offers grading vouchers for "unexpected" waits, a short-term solution that only adds to problems with turnaround times. If the business is really that unpredictable at this stage of the game, the business is a "gamble" rather than any sort of calculated risk. I find it very hard to believe that PSA is unable to forecast the demand for services. As such, it should not be a tremendous burden to inform customers of expected delays in order processing. This is certainly an area where PSA falls short. Eventually, poor customer service will cost PSA some business, but for the time being, the power of the registry and the perception that PSA offers a superior product/service weigh in to a greater extent.

Dpeck100

My last order was logged in 1 day and the grades popped on the 27th business day. Naturally I was happy the grades were received quicker but I would have been fine with it if they took longer.

BGS used to be stiff competition for PSA. They were literally neck and neck at one point in market share. This is no longer the case.

They are just like a restaurant that used to be packed and now you can get seated anytime you want.

PSA on the other hand took a huge percentage of market share from their competitors and is just like a restaurant that has a wait at all times and sometimes it is longer then you would like.

That being said you get what you pay for. There was a board member just two days ago that posted some results where PSA's opinion will catapult the value of the card higher by 100 times the price he paid for the card. Just imagine buying a stock and having it increase by 9,900%. Essentially that is just what happened. That is the value proposition that PSA offers. Would the same card have gone up in value if it had been submitted to BGS? Yes it would but no where close to as much. Which would you rather? Get your card back faster or have the greater potential rate of return? I will take the latter.

OcTrAdInG

Lately, my orders have been logged within a few days, and grades have popped within a reasonable time in relation to estimated turnaround. While still late, I can't really complain too much. My experiences have been much, much worse in past years. Knock on wood.

Issuing refunds for late turnarounds is not necessarily a good thing either. Much like Domino's 30-minute guarantee to deliver fresh pizza, a promise in turnaround times could potentially create a dangerous environment, whereby proper time is not allotted and grading standards are not adhered to. If it adds to the "quality" of customer service, it may compromise the "quality" of the product and PSA's reputation. Judging by the grading I've seen and experienced lately, I don't think PSA would like to make sacrifices right now by allowing an abundance of "over-graded" material to hit the market.

Personally, I do not think in terms of the value proposition to which Dpeck refers. I agree that this aspect is present and relevant in PSA-grading endeavors for some, but the real reason PSA can count on me for future submissions is my participation in the set registry, along with the number of graded cards in the market, in relation to other TPGs.