So UD tells me they're sending me "SPx unopened product". Pack, packs, box...... whatever, I like getting unopened product anytime.
Especially considering what I got in the mail today.
Shane Doan Scoring Kings Auto Jersey 13/20.
The one I wasn't supposed to get because it doesn't exist. The one I was apparently already compensated for.
Looks mighty cool for an invisible card.
See..... this is what happens when your customer service and redemption program needs a serious overhaul. Having it online is good - but if you have a computer guy on staff who can create a back end for it that actually helps you track who's been sent what, you can make it great. One where someone would KNOW what I got for what, and one where they would KNOW that I AM getting the Doan /20.
Instead, they're wasting time and money sending me product. Hey, I win in the end, but really, this is symptomatic of the UD monopoly - right now, I'm not sure they know what's going on. They're just flying by the seats of their pants. I haven't mentioned this yet..... but they did not once try to verify my identity or my claims. Really, it makes me wonder if some random person would fire off an angry e-mail about crap they received for a redemption, and if they could get free product out of it. I'm a call centre manager myself, and really...... secretly I would LOVE to move to UD and get their shit in order. I have a passion for cards, and I love the call centre industry. Anyway........
All this being said....... well, assuming I get the SPx too at this point, I turn into a happy customer again. In all honesty, with the unopened as a topper (especially if it's a whole box), they have more than compensated me for the timeframe I had to wait for. I did have to spend a whole lot of time and aggravation over it, but they have actually acknowledged it. And maybe that's the bottom line. If I'm happy and tell people I'm happy, maybe sending me a box that costs them $40 US to create does the trick for them. I certainly know a lot of collectors and dealers, and when I told them I was getting unopened product, all of them had a slightly restored faith in UD.
I don't know. Maybe they're customer service geniuses. Or maybe they just don't know what the hell they're doing and they're just dumbass lucky. I'd probably side with the latter, but when money isn't much of an object, I suppose it's all relative.
Monday, April 23, 2007
Monday, April 16, 2007
Update
I've now sent Upper Deck about 12903849028 e-mails on the redemption replacements I received. A synopsis:
This guy expressed regret at what occurred, and told me that redemptions were final. He did tell me that he could arrange for me to be sent something extra. I told him that I understood the business reasons for the exchange, but that their process absolutely sucks. They need to learn a bit more customer service. I also emphasized my frustration, and the fact that I was considering just stopping collecting altogether....... (I get sad every time I write that. I'm not sure I could do that. Hopefully I won't have to.)
As per the old e-mails, I told him the 5 players or other stuff I might look for as an addition. He replied that although he could not get single cards, he DID have the ability to send me unopened product without a problem.
I told him that I would be ok with unopened product, especially those with a few Shane Doans in it. He responded quickly asking which ones those were - I thought that was a little strange, I would think it would be easy to look up for him. But no matter, he asked and I thought that was kind of cool. So I told him my first choice was Artifacts, since that's parallel city. I gave him a couple of other options, both higher end. Basically, I don't want him to send me Victory or something like that.
Am I giving up? Kind of, I guess. I can rest easy knowing that I tried everything to get what I wanted, but if it's not there, it's not there. If I'm not getting Doans, I want to get something good in return. And if you read the rest of my blogs, you know that I like unopened product! And really, UD would much rather send out unopened product. They can write it off as "promotional", and leave the replacement cards for other redemptions. So I guess we're meeting in the middle.
So we'll see. Maybe I'll get a pack of something, maybe a retail blaster, maybe even a whole box. Right now, although my hopes for something good are pretty high, my expectations have been riddled with bullets for too long. This was the first time I've talked to Upper Deck where there was actually some semblance of a solution being presented that would be somewhat customer service based. And with him actually bothering to ask which products feature Doan cards prominently, I'm at least a little impressed that he cared enough to ask.
- I say "Here's some facts. You sent me 25% of the value I was waiting for, and you didn't give me the chance to make any sort of input on that, despite the fact you told me you would"
- They say? "Well, we think you got enough"
- Me: "No, it's clear that I didn't."
- Them: "You did. Too bad."
- "Not good enough. Tell me why you think it is."
- "We know a guy who watches hockey. He says it is."
- "Ok..... can I buy his collection then?"
This guy expressed regret at what occurred, and told me that redemptions were final. He did tell me that he could arrange for me to be sent something extra. I told him that I understood the business reasons for the exchange, but that their process absolutely sucks. They need to learn a bit more customer service. I also emphasized my frustration, and the fact that I was considering just stopping collecting altogether....... (I get sad every time I write that. I'm not sure I could do that. Hopefully I won't have to.)
As per the old e-mails, I told him the 5 players or other stuff I might look for as an addition. He replied that although he could not get single cards, he DID have the ability to send me unopened product without a problem.
I told him that I would be ok with unopened product, especially those with a few Shane Doans in it. He responded quickly asking which ones those were - I thought that was a little strange, I would think it would be easy to look up for him. But no matter, he asked and I thought that was kind of cool. So I told him my first choice was Artifacts, since that's parallel city. I gave him a couple of other options, both higher end. Basically, I don't want him to send me Victory or something like that.
Am I giving up? Kind of, I guess. I can rest easy knowing that I tried everything to get what I wanted, but if it's not there, it's not there. If I'm not getting Doans, I want to get something good in return. And if you read the rest of my blogs, you know that I like unopened product! And really, UD would much rather send out unopened product. They can write it off as "promotional", and leave the replacement cards for other redemptions. So I guess we're meeting in the middle.
So we'll see. Maybe I'll get a pack of something, maybe a retail blaster, maybe even a whole box. Right now, although my hopes for something good are pretty high, my expectations have been riddled with bullets for too long. This was the first time I've talked to Upper Deck where there was actually some semblance of a solution being presented that would be somewhat customer service based. And with him actually bothering to ask which products feature Doan cards prominently, I'm at least a little impressed that he cared enough to ask.
Wednesday, April 11, 2007
WHAT THE F........?
So.
In the past few weeks, looking up my two Doans on the Upper Deck redemption site, I see that they are complete, and being shipped. I thought well holy crap they're finally removed their heads from their collective asses. So I sit, awaiting the package. It arrived today.
I open with anticipation to hope to find:
05-06 UD Ice Glacial Graphs Shane Doan (Book Value $10)
05-06 Fleer Ultra Scoring Kings Auto Jersey Shane Doan ##/20 (No book value due to low numbering, but these usually run in the $50 range or so)
.................... I RECEIVE:
In lieu of the first:
05-06 UD Ice Glacial Graphs Ryan Kesler (Book Value $10)
- I hate not getting the Doan, but this IS proper book value, so I guess....... well no, I'm kinda pissed.
In lieu of the second
05-06 UD Ice Fresh Ice Glass Henrik Zetterberg (Book Value $12)
- I was stunned for about 3 seconds. Then, cage rattling, fire breathing fury. What in the flying hell are they thinking??????????
A math lesson for UD:
$10 = $10 - yay, you got that right.
$12 <> $50+ - idiots.
How can this company continue to do business this way? How can the NHL be SO STUPID as to allow these assholes their only contract? The problem is that both know that we are lemmings, and if we want NHL cards, this is the shit we need to put up with.
(Something you should know about me. I don't like profanity. If I use it, especially in typing it, I'm extremely angry)
I've fired off an angry e-mail to UD. It likely won't do anything except earn me more excuses. I'll also send an e-mail to the NHL. I can't imagine more than a canned response in return.
At this point in time, for the first time in my life, I'm ready to pack it in. I love hockey cards, but I simply cannot support a company that treats its customers this badly. I've already slowed my buying considerably. Will I stop? I doubt it. I won't include redemptions in my Doan collection anymore, that's for sure. I refuse to spend my money on cards that may or may not come my way.
I don't know. I don't have anything more to say. I held my hopes up (to me "autos in stock, cards being sent" means I'm getting what I asked for), and again, the useless bastards shit in my mouth. They continue to stun me with their incredible incompetence. Do I stop collecting altogether, change the way I collect, or just say screw it, this is how it is?
In the past few weeks, looking up my two Doans on the Upper Deck redemption site, I see that they are complete, and being shipped. I thought well holy crap they're finally removed their heads from their collective asses. So I sit, awaiting the package. It arrived today.
I open with anticipation to hope to find:
05-06 UD Ice Glacial Graphs Shane Doan (Book Value $10)
05-06 Fleer Ultra Scoring Kings Auto Jersey Shane Doan ##/20 (No book value due to low numbering, but these usually run in the $50 range or so)
.................... I RECEIVE:
In lieu of the first:
05-06 UD Ice Glacial Graphs Ryan Kesler (Book Value $10)
- I hate not getting the Doan, but this IS proper book value, so I guess....... well no, I'm kinda pissed.
In lieu of the second
05-06 UD Ice Fresh Ice Glass Henrik Zetterberg (Book Value $12)
- I was stunned for about 3 seconds. Then, cage rattling, fire breathing fury. What in the flying hell are they thinking??????????
A math lesson for UD:
$10 = $10 - yay, you got that right.
$12 <> $50+ - idiots.
How can this company continue to do business this way? How can the NHL be SO STUPID as to allow these assholes their only contract? The problem is that both know that we are lemmings, and if we want NHL cards, this is the shit we need to put up with.
(Something you should know about me. I don't like profanity. If I use it, especially in typing it, I'm extremely angry)
I've fired off an angry e-mail to UD. It likely won't do anything except earn me more excuses. I'll also send an e-mail to the NHL. I can't imagine more than a canned response in return.
At this point in time, for the first time in my life, I'm ready to pack it in. I love hockey cards, but I simply cannot support a company that treats its customers this badly. I've already slowed my buying considerably. Will I stop? I doubt it. I won't include redemptions in my Doan collection anymore, that's for sure. I refuse to spend my money on cards that may or may not come my way.
I don't know. I don't have anything more to say. I held my hopes up (to me "autos in stock, cards being sent" means I'm getting what I asked for), and again, the useless bastards shit in my mouth. They continue to stun me with their incredible incompetence. Do I stop collecting altogether, change the way I collect, or just say screw it, this is how it is?
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