Major Problems with UD Customer Service

[elgato]

Does any one have contact info for a manager with Upper Deck customer service? Phone number or Email.

I am having major issues with a customer service rep.

Here is his last response:

"We will not be replacing these cards for you, end of story."

Most companies fire employees for treating customers like this!!!!

Thanks
Tom

[RockDiesel]

Upper Deck is known for poor customer service, so I wouldn't expect anything more from a manager. I have heard numerous people tell their stories about how terrible Upper Deck is to deal with.

[wdwain]

Yeah i had a bad experience with UD also - i told the guy i had been waiting for over 2 years on the card and would like a replacement and he said...lol (You have waited that long so another 6 months is not gonna hurt you) He is right its just gonna hurt them... Im not buying another UD box again!!! It's all about pride and UD's CS really stinks..

[elgato]

I think that is the most rude and disrespectful response I have received from a customer service rep ever. Why is it that nearly every other business strives for customer service excellence and the card companies make it a point to treat their dealers and customers like dirt?
And now it looks like UD may purchase Topps....

[AThrash37DSnyder]

Problems with Upper Deck, what esle is new?

[htwheelz01]

Yeah good luck getting quality assistance from them.

[tmbaseball10]

I must have got lucky recently and talked to the right guy, I e-mailed the same e-mail several times until someone finally responded and it looks like I will have my replacements in less that 2 weeks....I'll update you if they get here...(these were for 2 SP authentic By the Letter Autos) that were never produced.

But you do need to get in touch with someone at the top of Upper Deck for your situation, that is terrible customer service and something should be done about it...

1-800-873-7332 - Regular customer service # (Mon-Fri 8-5:00 PST)

Fill out this servey....in fact....everyone fill out this survey
http://webmail.upperdeckstore.com/subscribe/survey?f=34

Corporate Number - (760) 929-6500

Upper Deck Authenticated - (760) 929-2070


And the UD story behind the "new" 45 day turnaround on redemptions from Upper Deck Owner Richard McWilliam....

Upper Deck owner Richard McWilliam hates redemption programs as they stand now and intends to move UD to a 45-day turnaround on redemption cards for future products.

"Redemption cards [as they are now] are ludicrous," McWilliam told Beckett Media today at the sports card industry's annual trade conference in Ft. Lauderdale, Fla. "We as a company and as an industry should eliminate redemptions. We shouldn't be putting out a product that doesn't have 100 percent of what is stated to be in the product."

McWilliam says he learned about the severity of the UD redemption problem about four months ago when he was told that some redemption turnaround times had reached two years or longer.

"Very frustrating for the consumer," says McWilliam.

The Upper Deck CEO promptly "reorganized" his operations staff and brought in people he described as "focused and understand what the cards are all about." In the past few months, UD has cleared out thousands – five figure numbers by some accounts – of redemption requests as part of the new initiative.

McWilliam says that UD has cut the gap on redemption turnaround to six months.

McWilliam also has pegged 45 days as a goal for redemption turnaround time for future UD products. McWilliam says the program will be successful in his mind if UD can hit 45-day turnaround on 95 percent of the redemption requests.

"If we can't get the autograph because the athlete went back to Kiev, we fly people to Kiev to get the autograph. We do that," says McWilliam. "But if the guy decides he wants to go to Siberia for three months, we'll offer the consumer a different autograph."

McWilliam says the problem isn't totally within the control of the manufacturers, with UD and others battling the problem of access to athletes and the game-used items to be included into the redemption cards. But he joked earlier today while addressing the 500 attendees of the trade conference that he hates redemptions so much that "my dog bites me at home because of redemptions."

In a related announcement, UD says it will return to including odds of inserts and parallels on all packaging and include more decoy cards to help stop pack searching.