ITG customerservice?

[razzamaztaz]

Anyone got experience on replies and so forth? I sent in an MTO and I know from the tracking nr they got it in about a month now. I know it can’t be done yet, but I just wanted to know progress, if there’s an errand or order nr so I can follow it. But they don’t answer on any emails and I’ve tried three times now. Perhaps there’s something wrong and the email don’t reach them?

[RGM81]

They're usually pretty good at responding to messages. I know that they've obviously been pretty busy getting BTP ready to go, but they do still answer inquiries in a timely fashion.

[razzamaztaz]

I guess this really answers my question, duh, sorry for my ignorance:

"We also encourage collectors NOT to inquire about the status of your customer service cards if the elapsed period of time is within our stated window. Such requests require extra attention from our staff and hinder the efficiency we strive for. There is no guarantee that your e-mail will be replied to."

[TheBoxBreaker]

ITG are very good at replying to e-mails. I think that they might just be the friendliest company producing hockey cards, and I like their customer service. Now they're about to release products such as BTP and Enshrine, so they're a little busy.

[razzamaztaz]

No argument there, Dr Price helped me picking a non-listed player for the MTO so I'm very happy, just am worried about my card : )

[Inferno]

They don't usually tend to answer MTO status questions until the 6-8 week window approaches. If a couple of months go by and you don't hear anything give them a shout and they will probably let you know what's going on. Sending Dr. Price a PM after a couple of months helps as well.

[razzamaztaz]

Now here's another problem, counting it's been... 6-7 weeks now, about the right time. And I asked them to ship to my friend. But my friend is suddenly going away for a wedding - what happens if she's not at home? How do they usually ship out those MTO cards?

[jonpop]

Im not getting the "They are busy because a product is coming out" thing. Do they round up the entire staff, janitors,internet CS people and get them to put the cards together? Doubt it.

Topps is the worst. They answer nothing. They all must be busy packing and cutting the cards.

[razzamaztaz]

It does annoy me a bit I can't write and ask an update. They should work like any company and in any other business if you send in something to be made, like an order, it's just taken for given you get an order nr or errand nr so you can check and see how it's going. All I know they got the mto card, nothing else, not that it's actually in work, that the correct thing is done, how it's doing, when it's shipped out etc. Especially the latest, sometimes people go away and you should be able to plan when to be there and collect it. ALL companies should change this. It's a lot of money afterall!

[roy.the.greatest]

An improvement would be great. ITG should have an online system to know about the status of the redemption cards. I sent 1 MTO card on last year and it took few weeks to Canada Post to get the signature on delivery. It happened once when they were located in Toronto (years ago, problem with Canada Post). Problem was with their P.O. box with tons of mail, and nobody passed to sign (delivery notice left in the P.O box). Who knows if an enveloppe it lost? I had to call the Canada Post office where was located their P.O. Box to know about what is going on with the delivery, why i do not have delivery confirmation with signature. On the other side, we cannot ship by FedEx because it is a P.O. box. Online system with redemption codes should be created to simplify the redemption process... collectors only want to know if all is fine in the redemption process, we don't want to wait 8 weeks to know that the card is stuck in their P.O. box, or simply Canada Post who failed in the delivery with ITG and their P.O. Box!!!!!!!