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06-24-2011, 06:59 PM #1
Panini Customer Service Update
A few weeks ago I posted a link to the Better Business Bureau's website and suggested people file complaints if they are having customer service issues. Today (or should I say 5:52pm) I received a phone call from a nice young woman at Panini. She told me she received by BBB complaint and numerous others that had mentioned my thread on this site.
She told me that she had just started Monday and they had been working overtime all week to catch up on messages. She admitted that a few months ago they were receiving nearly 75 voice messages a day and returning very few of those. Customer Service was nothing was apologetic and told me that it was disappointing how they have been performing and they are hoping to turn it around. From the conversation I had it appears that over the last week they have been returning phone calls and messages. It was emphasized that through the past few months they had been averaging 75 messages a day, but over the last week they have been able to get to the phone and have only been averaging 4 messages a day now.
The redemption issue I was having regarded an Ovechkin Mirror Gold Auto from Certified that I had not received. The employee told me she would check inventory and wanted to know some players who I was interested in (naturally said Crosby, Hall, Seguin). The cherry on top was the employee provided me with her personal email in case I want to email her directly to get updates. So I guess the point of this post is it appears that Panini finally is getting some grasp on their customer service. Here's to hoping.
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06-24-2011, 09:11 PM #2
Well, it seems to have worked for YOU, at least:
I got a hold of someone in CS at Panini about a redemption code that my son pulled out of a box that entered, but wasn't acknowledged (10-11 Donruss Skinner).
She took my name, and phone #, and said her manager would contact me. That was Tuesday. What was the name of the person you talked to? I need to speak to THEM, obviously....
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06-24-2011, 09:38 PM #3
As I've been telling people, I heard they have been short on CS people (only 2 I heard) so things were moving kind of slow. Glad to hear they are hiring more people on.
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06-24-2011, 09:46 PM #4
I'm getting a little worried. I've collected about 7 or 8 contenders Johannson auto redemtions. The status has remained the same for weeks now on the redemtions :/
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06-24-2011, 09:50 PM #5
Honestly...I tried to get hold of them for 5 months to no avail. The best thing I could have done was fill out that BBB complaint. I saw they received the complaint about a week ago...I figured it was only a matter of time.
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06-24-2011, 09:51 PM #6
Tyler...I have waited 8 months on the same status on a card that was supposed to be signed by their spokesman. A few weeks is nothing for Panini...
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06-24-2011, 10:01 PM #7
It will be more than a couple weeks. Immediately after release it's always at least a couple of months.
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06-25-2011, 08:45 AM #8
You were the one who made the post about the BBB, of course they are going to try and make you happy! Most businesses that have complaints filed against them will do anything to get them reversed. Hopefully this sent a good message to them that they suck and need to change
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06-26-2011, 07:51 PM #9
i am happy for you..but for me?? it has been a nightmare to say the least!!!! quick story?? a short time ago some of you ,might remember i pulled the taylor hall golden ticket..well i had a friend put it on ebay for me at the lcs, and it went totally opposite from what i expected..so i decided to redeem it and sell it when i had it in hand..so on the 5th of this month i did so..now keep in mind on the back of the card it clearly states i will receive the card within days of redeeming it..without getting into details?? i still don't have the card yet...now they said the week of the 27th..so that there was a bummer in itself..now onto my next fiasco..on oct 27th i redeemed a ovechkin certified mirror emerald numbered to 5 auto..that i pruchased on ebay..well after waiting the 5 months i decided i had had enough and decided to just get a replacement..so i called panini and made the arrangments and they told me within 4 weeks i will receive a card in equal value..that was three months ago..so i called back and the lady told me they had no record of me asking for a replacement..so i tried again..she asked me the value of the card..i told her between $350 to $450 in value..she replied let me check with our experts..she came back and said i'm sorry they told me it is a $200 card at most..i told her they had no idea what they were talking about AND SAID I WILL JUST WAIT FOR THE CARD!!!! oh i just want to mention when karine heard of my golden ticket fiasco she got in touch with tracy hackler..and honestly did me no good but she was rite there to help me and i thank her for that...so as you can see my luck with panini is just garbage..so i just gave up now when they get here they get here i guess..really stinks when you drop all of that cash that you work so hard for just to keep getting dissapointed is not fair...sorry for the long story it was supposed to be a short one..lol,
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06-26-2011, 08:05 PM #10
I am really worried about potential replacements. When I spoke to the lady on Friday she had no idea who Alexander Ovechkin was. I really hope this doesn't effect the replacement.
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Originally Posted by 2010CTyler 
