Experience with Upperdeck Customer Service?

[oilfan10]

Hey everyone,
As quite a few of you know, I pulled this damaged Gretzky over the weekend.

The card has a really bad roller mark on the top.


I've emailed upperdeck a couple of times so far and have not gotten a response. Based on your experience, how long does it usually take for them to respond? Should I actually expect them to give me a response?

Or would calling them be easier? What is your experience with that?

Any help would be greatly appreciated!

Thanks,
Jordan

[qwas]

Call them and expect to wait on the phone for quite a while but in my experience it is the only way as all you ever get through email is an electronic reply and nothing else.

[mikecole141]

Hey everyone,
As quite a few of you know, I pulled this damaged Gretzky over the weekend.

The card has a really bad roller mark on the top.


I've emailed upperdeck a couple of times so far and have not gotten a response. Based on your experience, how long does it usually take for them to respond? Should I actually expect them to give me a response?

Or would calling them be easier? What is your experience with that?

Any help would be greatly appreciated!

Thanks,
Jordan

Jordan;

Email with UD can take a while, they do state that the average time in hours, not days and it is listed right on the website. Also if you send the email to the wrong email address they don't answer or forward it, they delete it. If you bought the card from Wayne's take it in there. He will be happy to help and get the process going from his end. I will state that you will probably not get another Clearly Canadian Great One in return if you accept replacement. Maybe another Gretzky, maybe.

If you didn't buy it from Wayne's and you are past the time allowed for a reply. Call them, and explain to them what has happened. UD has already accepted the roller issue, so they will probably be very easy to deal with on this issue.

Wish I could of been more help

[cnshockey]

I tried to e-mail them about 20 times to ask about some Boyle cards. Got zero replies. Which is all the more reason to break ITG stuff!

[steen101984]

I tried to e-mail them about 20 times to ask about some Boyle cards. Got zero replies. Which is all the more reason to break ITG stuff!

i did the same thing then never responded

[Fisk-Factor75]

Keeping a long story short......I had 6 YG's including the Taveras and Hedman with rollermarks so I called cust service # from the website. I spoke to a nice rep, explained my problem and he gave me a case number. It is a must you get a case number and that it be on the envelope you send the cards in. I sent my cards 2 weeks ago and yesterday received fresh YG's with no rollermarks. Very good expierence!!

[RGM81]

Doing it via the phone is the best way to go about it. A lot of their staff are very personable and they're willing to help you. Get the case number, send it in along with a letter, and you should be set up in pretty short order. Good luck!

[oldhasek]

Emailing UD is tricky, you have to know who to write to, otherwise they will not respond.

This email might help you:

"************************************************** **********************
Auto-Reply: Your message has NOT been delivered. Please read below for additional information regarding contacting Customer Service. Please do not reply to this message.
************************************************** **********************

Thank you for contacting Customer Service at the Upper Deck Company LLC. Listed in this email you will find instructions on how to handle your customer service needs. If you do not see instructions for your specific issue feel free to contact customer service at (800)873-7332 between the hours of 8am to 5pm PST Monday through Friday and one of our representatives will be more than happy to assist you.

Damaged Product Inquiries
Please email Customer Service at [email protected] to have a case opened for your damaged product request. Please make sure to include a detailed description of your problem in the email. A case number and instructions on returning your damaged card(s) for replacement will be provided to you via email within 4-6 business days of receipt of your email. Please note product mailed to Upper Deck without case numbers will be returned to customers. Please understand this measure is designed to provide an added level of security for items sent in on replacement requests.

Redemption Replacements
Please email all replacement requests to [email protected]. Remember to include redemption code, card description, and a list of comparable players and/or teams you are interested in. Please note replacement requests are subject to availability. If you feel there is any additional information you would like considered when processing your replacement please be sure to include it. Please allow 4-6 weeks from the date requests are entered for delivery for your replacement items.

Technical Support Inbox
If you have any issues with your account such as getting locked out, or problems entering a redemption code please contact [email protected]. All information pertaining to your account should be correct. If you think that there is an error with your account or the status of a redemption card please use the email address given above. A tech rep will contact you directly; please do not include password or personal information when emailing techsupport.

Hobby Talk Inbox
If you have any hobby based inquires or would like to make a recommendation to our Product Development Team please email [email protected]. Some examples of hobby inquires include but are not limited to checklist questions, questions pertaining to older releases, and questions about product structure. Ifyou are interested in chatting with other collectors about Upper Deck products, please visit our message boards.

General Questions
If you have a question that does not fit in to one of the above categories please contact us at [email protected] please be advised this inbox is not monitored as regularly as the others and answers may take longer than the other email addresses listed above. "

[game8]

I have had multiple dealings by phone and have had nothing but good service. Case number on the envelope and a letter explaining with the card on the inside.

[Goose97]

I had to send all my YG's in for replacement this year, plus some McDonalds, and an Artifacts Ovechkin Treasured Swatch.

I called as it was the easiest way to especially get a physical voice, and response.
The rep I talked to was attentive, and took all my info, and gave me a case #. Assured I will have my YG's returned card for card, but if they didn't have an Ovechkin for replacement, he asked me what I would like. Of course I went for the monty of asking for my players, but also piped in a few Crosby, Malkin, Gretzky........... Well you get the picture.

We'll see how it pans out.