A little UD rant (replacement request)

[jrpic6]

Not much of a rant but a little bothered by what transpired. I redeemed 7 artifacts rookies on nov. 25, 2010 and got In stock will be shipped soon, please be patient. so today I called UD to find out what the status of these cards were (not thinking I could get them replaced) the guy told me I could get replacement if I wanted I said I really didn't want the cards that I redeemed but since he told me they will be shipped soon I told him I would just wait. So 10 minutes later I smack myself in the head and call back to maybe better my PC with some Pens rookies from this year and last. The second guy I talk to says I can't replace rookie redemptions only auto's I tell him what the other guy told me I could get replacements and he said he's wrong and I ask about the 45 day thing he says that also does not apply to rookie redemptions. I'm not real broken hearted about it but I wish they would be on the same page. I thought I was going to get some PC cards only to be deflated. I should have just taken the replacements on the first call.

Anyway I just wanted your thoughts and or personal experience on replacement requests.

[flemingc04]

That sort of thing happens now and then. I'm not talking specifically about Upper Deck, but in general with businesses. You mighst start off talking to a new or veteran employee that says one thing and then the next person you talk to gives you a response that is the polar opposite.

I'm not familiar with UDs replacement proceedures for RCs and autos, but maybe wait a week or two and call again if the status of your redemptions hasn't changed. By talking to a third person, it should give some clarity. Besides, had you actually gone ahead with the replacement when given the chance, and had the person been wrong about the policy, you'd hate for them to possibly renege on it and be really dissapointed. Just another way of looking at things

[RGM81]

That was a bizarre thing for the guy to say about being able to request a replacement for Artifacts rookies that haven't even been released yet. I would think that the guy who told you that was speaking way out of turn because I can't honestly fathom them allowing that. It would open the door to so many shenanigans - look I just bought 10 Artifacts redemptions, redeemed them, and oh look I'm calling in because I want some Sidney Crosby autographs instead please.

As I recall the Artifacts cards are going to be going to the printers after the BAP XRCs, so probably March-ish for them to be going out the door.

[jrpic6]

The one's I redeemed were 6 from 08/09 and 1 from 09/10

[flemingc04]

I think Richard's response makes a lot of sense and I would guess the first guy was wrong and likely new. Like he said, if UD offered replacements before they sent out the cards, people could punch in their redemption codes before the checklist is released and then once they see the checklist, people would try getting replacements for the rookies they don't want. Therefore, I don't see why they would offer replacements at all unless one of the rookies a person redeems isn't going to be produced (which would be a rare scenario since they are non-auto'd).

[Crosby 87]

That sort of thing happens now and then. I'm not talking specifically about Upper Deck, but in general with businesses. You mighst start off talking to a new or veteran employee that says one thing and then the next person you talk to gives you a response that is the polar opposite.

DirectTv is notorious for this in regards to offers on their packages. It's happened to me twice this yr in regards their Sports packages. I called earlier in the year and was quoted full price for their MLB package asked if i could get it cheaper for being a customer 10+ yrs was told no. Called back later asked same thing was given it for free. I wasnt as fortunate for Center Ice but still got the package for $50 on the second call.

[scottkoz20]

As a corporate instructor for a call center, this is one of the tougher items to drive home to a new employee. Regardless of the business, there has to be a uniform voice coming from all employees in what they can and can not do for a customer, especially over the phone.

There are numerous times when I have a newer employee step well beyond their boundaries of support, thinking they are helping the customer. Realistically, they just set an unfair precedent for the company to deliver on.

It sucks, but like others have said, this is not an anomaly for this to happen with any type of business.

[RGM81]

The one's I redeemed were 6 from 08/09 and 1 from 09/10

Those years should definitely all be in stock - I haven't heard anything similar to the great debacle of the 07-08 Artifacts RCs. As was noted, these aren't autographed cards so there's really no good reason for them to say that they'd exchange them for other cards. Such a strange little situation...hope they were at least good RCs.

[jrpic6]

No they weren't great rookies. But still cards for my collection. The funny thing about this was I was just calling to find out why it was taking 2 months to send out 7 artifacts rookies. The customer service guy is the one that brought up the replacement idea I would have never asked for a replacement.

The other thing was I redeemed a Kovalchuk Letter Marks from 10-11 SPGU (athlete commited to signing) the second guy I talked to (the one that said I could notreplace the artifacts rookies) told me I could get a replacement for that one until I told him I redeemed it on Jan. 7 and was not eligible for a replacement.

I just thought the whole thing was funny.

I still love upper deck and think they make a great product.

[RGM81]

They do, it's the behind-the-scenes stuff that leaves people scratching their heads. LOL