I'll respond to a few of these points.

I certainly can't comment on emails being ignored. It's never happened to me (and I've emailed them with several problems over the years, and always received a reply). One thing I'd point out, the initial response is ALWAYS slow. I'm talking about a month plus when sending to an address like [email protected] (or whatever it is). Once I do get a response, they're very quick with follow up emails.

I did find recently though, that posting a message on their Facebook page gets a quick response. I'm talking about a turn around time of a couple of hours.

I think anyone who questions Upper Deck's commitment to fulfill redemptions is likely correct. They're not committed to it. They haven't been in years. Some of it is beyond their control (issues with athletes not returning things) but most of it is likely do to poor planning, mistakes, and laziness.

I also agree with your point on how they deal with outstanding redemptions. You're 100% right. They are saying that due to whatever reason (that they can not give you) the card was not made, and they don't know when it will be made. They use beckett as a guide to determine what value you are out..... and will try their best to give you something of equal value, and to your liking, in exchange. It's a VERY faulty system, and many people lose out. Considering that you've paid for a card and won't get the one you wanted bad enough to spend money on - really, everyone is losing out.

My only point was that this is nothing new, it's been a problem with them for years. I also don't agree that it's 'fraud'. Upper Deck clearly states that this can happen, and even though your redemption is for a specific card, they may not be able to get it to you. If it happens, they will compensate you appropriately (as deemed by the flawed system you've already pointed out).

This is the reality of redemptions. Do I like it? No. I hate it. I also don't buy many products filled with redemptions.... so it's only affecting me if I go out of my way to acquire a redemption card. (And it has)

As a consumer - we've got one thing we can do. If their lack of commitment to their customers bothers us that much, stop buying their product. It sounds like you've already done that.... and good for you. I've seen lots of people swear they wouldn't buy anymore Upper Deck, but they inevitably buy more anyway.


Quote Originally Posted by cathaytrader View Post
Whilst I think your argument is will structured and I agree with some points I would like to counter some of your arguments.

First and foremost, acknowledge the fact that unlike a vast majority of people, you have had your emails answered. My NUMEROUS politely written and very friendly emails have been completely ignored. This is basic common courtesy and should be expected from customer service.

Secondly, regarding whether or not redemptions are a good or bad thing, it really depends on the commitment and value system that the company issuing the redemptions is placing behind them. Does Upper Deck honestly and seriously intend to fulfill these redemptions ? Are they basically going out of their way to fulfill a promise that their customers have paid for, ahead of time? Whereas I would agree that there are instances which are out of their control, there are also instances of plain fraud. I do not make this accusation lightly and therefore will illustrate the point via my own experience.

I had a redemption for a dual auto logoman from Exquisite. It was for David Lee and Wilson Chandler. I waited 2 years which according to UD was due to athletes not signing. This turns out to be total rubbish as when I finally called UD and simply asked for the card to be shipped without the autos was promptly told that the card had never been made in the first place. Keep in mind that I had been waiting for two years. I will leave you to draw your own conclusions as to what UD did wrong.

Furthermore after I asked for replacements, they promptly told me that they would use the market value of a David Lee and Wilson Chandler autograph. When I complained (politely) pointing out quite logically that the "real"market value of THIS card being a 1/1 is the price that I had paid for it, the rep then disagreed and then stated that they would use the published Beckett value. I don't think I need to clarify to people who use these boards as to why that is an absurd thing to say. I gave up on the conversation at this point. I simply then asked for replacements. It has been 3 months since that time.

Third and finally, I agree completely that when dealing with customer service, there is no excuse for rudeness and I have never been rude. However think about how difficult it must be to be polite to someone on the other line who is stating :

"I know we said that we would give this to you and that you have paid for it up front. However we're not going to be able to do it at this time and we have no idea if we will ever be able to do it. If you want to replace this, it is completely up to us as to how we compensate you."

There are many things wrong with UD. They have lost me as a customer and I will never buy another redemption or a box of Upper Deck products again.