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07-09-2009, 12:03 PM #1
Help - UD
Hi Guys,
I have an issue with UD. Any help will be appreciated.
I had 2 cards damaged last summer (one card from a Ultimate pack and one that I received from redemption that they forgot to put a tape on it and the card got damaged during expedition).
I emailed they customer services in Sept 2008 and they replied me with a case number. I shipped the cards as requested, including labeling the case number on the envelop and on both top loader of the cards.
I waited until Jan 09 to do a follow up to leave them enough time. I emailed them and waited for 5 business days and I didn't received a reply back. I decided to called. I spoke with an agent that informed me that they have the cards and that they were debating on what sending me as compensation for one of the card since they don't have a replacement for that one. After I provided them with a list of 3 teams for the replacement, the agent happily told me that the package should leave within the next two weeks.
April 09 still didn't received the package from them. I called and talked to Barry at Quality Assurance. He retrieved my case number and asked me why I sent a damaged redemption card to quality assurance instead of the redemption department (??? because that the instructions I received and how the customer is suppose to know how the internal process are working???). He then told me that he will put the damage redemption back into my unfullied redemption list right away and that he will investigate where the other is. He then said that I will see the redemption back in my list of redemption online and that I will received a package by mid May.
End of May 09, still waiting for the redemption to appears online and no package. Called them back and talked to Barry again. He said that he didn't find the card and that he will have an answer for me by the end of the week on it. As for the redemption, he said that he will personally put the redemption back into my listing. We agreed that if he need more time to find the card to email me, so that, as the customer, I know someone is taking care of the issue.
Today, still nothing, redemption still doesn't showing up online and no email from Barry... So I decided to call again and again talked to Barry. He started to go through the same BS again that I will get the card in 2 weeks and that the redemption will show up online by the end of the day. I explained to him that process is not working because we tried it since the end of April and requested to talk to a manager. I asked him what I can do to make sure things are following the process correctly and if I can talked to a manager for help. He told me that he is the manager and that's the only thing that the company can do for me. I insisted and he said "this is going no where and he hang up."
Now... what I am suppose to do?
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07-09-2009, 12:53 PM #2
Thats sad.. so basically they dont care how long someone has to wait, they will not do anything to solve it quickly and make the customer happy. I have no advice really.. is this UD to its customers ?? its sick... :(
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07-09-2009, 12:59 PM #3
more frustration from ud. this is why we need an open license. itgs customer service is great, they should be back and push upper deck to actually care about their customers.
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07-09-2009, 12:59 PM #4
you can circulate this thread to all message boards and card shows... etc
I think UD has a facebook page as well... someone from UD will read it, but better yet alot of UD customers will read it.
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07-09-2009, 01:32 PM #5Hockey Manager
Yikes.
I'm assuming that you have his direct email address; in that case I would email him directly and ask (demand?) an explanation for that absolutely appalling treatment you received today over the phone. You have been more than patient with this process - it has been nearly a year since you filed your claim and for it to have dragged for this length of time is simply not acceptable. I would state flat-out in the email that if this matter is not resolved within an appropriate timeframe that you're taking your hobby dollars to another company that actually cares. A person should only have to put up with so much malarkey until they push back and let their $$$ do the talking.
Habs fan and collector! Current PC's: Nick Suzuki, Cole Caufield, and Lane Hutson...., and of course...
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07-09-2009, 05:52 PM #6
Last summer I redeemed a redemption for a PACK OF MVP RCS! THEY HAVE THEM IN STOCK, not signed or anything, they already had them! STILL NOTHING! Tried to get a replacement pack, they said they shipped a replacement, NOTHING!!!
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07-09-2009, 09:45 PM #7
Thanks... That's what I did. Hope it will bring me a solution of some short.
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07-09-2009, 09:48 PM #8
Unfortunately, I don't have a direct email.. only the generic one (customer_services@....). The wrost part is that I don't mind waiting if they need more time... but don't BS me by saying that I will get the cards in two weeks when is not true.... That's I can't stand.
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07-09-2009, 10:05 PM #9
I pmed you with an email addy. Let us know how it goes from here.
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07-09-2009, 10:08 PM #10
Well when you have a Monopoly on the market, you have the feeling that you are not answerable to anyone, because you are the only game in town!! If you run any business in this manner, you will and SHOULD go out of business!! Myself personally, I would love to see Upper Deck be successful and be " the Industry Leader" as opposed to " the Industry", but it is apparent that this company has not responded to the needs of its clients as a whole..... If you really want to make a difference, stop talking with your mouth and start acting with your wallet!! It is the ONLY thing they will HAVE to listen to....
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Originally Posted by kevhur 
