Dear Upper Deck

[scottkoz20]

This was an email I sent to UD on 9/24 (last Friday)

On 8/4/10 I requested a replacement of an 08-09 SPGU Hockey Bob Baun Numbermarks. As of today, I have not recieved anything, nor has there been any activity on this redemption since the request was made. Can I please get an update on this this

XXXXXXXXXX 8/1/2010 BOB BAUN
2008-09 SP GAME-USED HOCKEY NUMBER MARKS #ED TO 25 CD # NM-BB Replacement Requested 8/4/2010

Thank you,
Scott

I got this reply on Monday

Dear Valued Customer,


Thank you so much for you patience with us while we replace your cards. Due to an abnormally large amount of requests we are currently behind and not making our timeframe we state on our website. We will be working hard to once again to get caught up and I thank you for your continued support.


Kind Regards,
Upper Deck Customer Service

WHAT??? so because your company behind and obviously can not handle the number of request, the customer is getting punished by waiting? This is not an indictment on the workers that probably have a tough job on making sure that we the collectors are happy.

Moreover, this is an issue with management allowing the number of redemptions in all products that allowed this to happen. Additionally, if there is "behind and not making our timeframe we state on our website" why is UD management not allowing their workers to work overtime or getting additional help to clear these queues?

I know that this would probably cost UD money to the bottom line, but a thread like this has the potential to be much more damaging than allowing 2-4 people 2 hours of overtime per day for a week or 2 to get this under control.

End Rant

[skyride39]

It's 'normal' unfortunately to the point where I don't want to pester them all the time because it would be one more email/phone call they have to deal with and would delay everything else. I mean they opened a case for me regarding a missing YG in a blaster box. We're talking about a few dollars but it'll probably cost UD more money and time just to deal with that. But yeah it does suck they take long. But probably because of small cases like mine taking up time for the more important cases.

[SkyFire47]

i give them the benefit of the doubt these days. the customer service dept. is easily the best part of UD right now. the delay in replacements was because they were finishing out taking care of the other sports since they no longer have licenses AND the company had massive layoffs. you can't expext less people to do more work at a faster pace.

just be patient. imo, you should be glad they haven't replaced it yet. they've gotten VERY generous with their replacements as of late.

[scottkoz20]

i give them the benefit of the doubt these days. the customer service dept. is easily the best part of UD right now. the delay in replacements was because they were finishing out taking care of the other sports since they no longer have licenses AND the company had massive layoffs. you can't expext less people to do more work at a faster pace.

just be patient. imo, you should be glad they haven't replaced it yet. they've gotten VERY generous with their replacements as of late.

this is why my point is not at the workers. The employees do what they can do during their shift. It's the management of UD that is driving this rant. With everything that has happened, I understand the point you make.

As for the Customer Service department, over the years I have had a good experiences with the CS folks. They can only do what they can do.

I'm honestly not worried about the replacements, or when they arrive, as they will be made available to you all as I need move as much as possible (different story). My whole issue is that it's been 2 months without any changes...

honestly, had a change to the status been made to reflect this is still pending would at least make me aware that they did not forget about this redemption.

[waf]

I hear you. Back in July i called them about a redemption i had waited over a year for. They recommended that i give them a list as they were almost certain that the card was not going to be produced. So I did.

My status still says replacement requested. Maybe I should call again

This also got me to thinking that is this not false advertisement. They produce the product and sell it at a set price with said cards. Then when it comes time to receiving the cards they tell you they are not going to be produce pick something else.

[RGM81]

It can only be considered false advertisement if they never had any intention of producing the card. They obviously intended to have the card available to people, otherwise they wouldn't have gone to the length of making the card and sending it to the player to be signed and returned. It's not as if they're falsely promising Gretzky/Crosby/Howe/Ovechkin quad autograph cards in a product just to attract a buy. Sometimes circumstances can arise that prevent them from being able to fulfill their intentions, which is why they offer replacements that will often--not always, but often--be better than the original card.

[waf]

It can only be considered false advertisement if they never had any intention of producing the card. They obviously intended to have the card available to people, otherwise they wouldn't have gone to the length of making the card and sending it to the player to be signed and returned. It's not as if they're falsely promising Gretzky/Crosby/Howe/Ovechkin quad autograph cards in a product just to attract a buy. Sometimes circumstances can arise that prevent them from being able to fulfill their intentions, which is why they offer replacements that will often--not always, but often--be better than the original card.

Just a quick question then. If they produced the card and sent it to the Athlete's to sign. Where are they then?

Seems like an easy way to get rid of cards and unredeemed redemption's that are otherwise just gathering dust. Produce redemption's that you won't make. Then have them pick.

Anyway back to Scott's point. With the cup being delayed so they wouldn't need to insert so many redemption's maybe just maybe they will start to catch themselves up and we will get our replacement cards

[RGM81]

Difficult to say - player may have them stashed in a sock drawer, agent could have them sitting on their desk, might have gotten lost or damaged in transit...any number of things. Remember the Andrei Kostitsyn Cup story? Just goes to show how a simple thing can delay a card by 3 years.

[steen101984]

It can only be considered false advertisement if they never had any intention of producing the card. They obviously intended to have the card available to people, otherwise they wouldn't have gone to the length of making the card and sending it to the player to be signed and returned. It's not as if they're falsely promising Gretzky/Crosby/Howe/Ovechkin quad autograph cards in a product just to attract a buy. Sometimes circumstances can arise that prevent them from being able to fulfill their intentions, which is why they offer replacements that will often--not always, but often--be better than the original card.

This is true Richard but they had redemptions out for uncut sheets of the cup last year and I know 2 people that bought them and then UD decided they werent going to make them and replaced them for the 2 people. There were no autos or jerseys on the cards they just decided not to do it for whatever reason.

[BillInDallas]

Difficult to say - player may have them stashed in a sock drawer, agent could have them sitting on their desk, might have gotten lost or damaged in transit...any number of things. Remember the Andrei Kostitsyn Cup story? Just goes to show how a simple thing can delay a card by 3 years.

Since search is disabled, what was the Kostitsyn story?