lemeiuxrules
Not allowed to Trade!
Good response and I DEFINITELY don't want this place becoming like the one that K mentioned. PLEASE GOD - NO!
Mike.
Mike.
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How I hate redemptions.
- Thread starter Micheal Doyle
- Start date
PenaltyMan
Verified Trader,
To me, you have to be the saving grace of UD, Karvin. Kudos to you for not becoming jaded (or jaded to the point of ignoring people 
), like so many other UD employees apparently have become.
Sorry to see you not get what you want with the replacements.
), like so many other UD employees apparently have become.Sorry to see you not get what you want with the replacements.
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Q
quincy
Guest
Mediocrity isn't a goal, it seems to be a corporate value.
Karvin - Despite the efforts of a few conscientious individuals such as yourself, Chad and Chris, the Company overall doesn't seem to have anything for collectors other than the back of its corporate hand. Redemption delays, poor QC and QA, and poor customer service remain the norm rather than the exception.
I won't discount your considerable efforts to the contrary, but it's definitely a Sisiphyan task.
Karvin - Despite the efforts of a few conscientious individuals such as yourself, Chad and Chris, the Company overall doesn't seem to have anything for collectors other than the back of its corporate hand. Redemption delays, poor QC and QA, and poor customer service remain the norm rather than the exception.
I won't discount your considerable efforts to the contrary, but it's definitely a Sisiphyan task.
dahabsfan
Verified Trader,
While you have helped me out in the past Karvin, you're only one person - if they had more people that could handle the issues the way you have I suspect these threads really wouldn't be that common. You do a fine job when you can help out but you've got to realize that for every one person you help out there's ten others who get the old "We'll get that right out to you" or "I'll forward you to a supervisor (who never answers voice mail or emails)".
As for Carlin's replacement, it's laughable - delusions of competence doesn't even come close to describing it. I recently went through the song and dance with CS (3 phone calls to be exact, which resulted in 3 "we'll get that shipped right out to you" replies), then forwarded to him (only to never receive a reply), and finally got pissed off enough to file with the BBB. It's then that I get an angry reply from Mr CS asking why I didn't attempt to contact him first.
So now he makes me a replacement offer, after emailing him to accept his offer I get no response for two weeks. After several more emails I get another email back, this time offering me a lesser replacement. After forwarding the original emails back, he finally agrees to the original offer that HE made and makes a snide comment to the effect "You could have contacted me before running to the BBB". Well actually I did - several times if he'd been interested enough to answer his voice/emails.
It's really no wonder why people get annoyed with this, we shouldn't have to devote hours on the phone, email, or net filling out BBB complaints to get what is simply owed to us.
Darren
As for Carlin's replacement, it's laughable - delusions of competence doesn't even come close to describing it. I recently went through the song and dance with CS (3 phone calls to be exact, which resulted in 3 "we'll get that shipped right out to you" replies), then forwarded to him (only to never receive a reply), and finally got pissed off enough to file with the BBB. It's then that I get an angry reply from Mr CS asking why I didn't attempt to contact him first.
So now he makes me a replacement offer, after emailing him to accept his offer I get no response for two weeks. After several more emails I get another email back, this time offering me a lesser replacement. After forwarding the original emails back, he finally agrees to the original offer that HE made and makes a snide comment to the effect "You could have contacted me before running to the BBB". Well actually I did - several times if he'd been interested enough to answer his voice/emails.
It's really no wonder why people get annoyed with this, we shouldn't have to devote hours on the phone, email, or net filling out BBB complaints to get what is simply owed to us.
Darren
Meth68
Registered Trader
Hey Karvin, we haven't talked about this in a while so I will throw it back out there. You are 100% correct you do try to make yourself available, but we have talked about this many times and to me this just shows how UD laughs at it's customers. You have or should have nothing to do with these matters, you only do it because you yourself see how pitiful UD's CS is. Every time I would bring up a specific issue I would catch heat for it as a UD basher by the UD puppets who would lurk, now it seems even the puppet's finally see where I was coming from along with the others who would complain about specific issues on a regular basis.
A customer could call, email, then go your route, you make a call, forward an email and still nothing is done. Thats going the extreme route. Just imagine your typical customer that is supposed to just call or send an email. None of this extra effort should be needed, UD refuses to spend some of its funds and resources in CS its a fact. QC, QA, CS and Redemptions are still a joke, the same issues that are talked about every single year. Let me guess UD will hold a closed door meeting this year to talk about these issues? Just like they did in 06 and 05? I called those meetings a joke right from the beginning when everyone was running around saying "well ud said they will start doing this...and this" It's a joke of a meeting and only involves free pizza and some free product to shut people up and have them run around like school children believing the UD lies for a couple extra days or better yet go onto the forums and try to spread the lies or misinformation onto others.
Karvin I never had an issue with you because I like the design of UD's cards, and to me that is your domain not customer service. I do have issues with UD's CS department. I have mentioned this anytime we spoke. I do have issues with specific people within UD who chose to lie or in UD's words misinform me. I could write a book of my specific experiences with dealing with UD's CS department that if it was any other company they would sit back and say whoa...we need to look into this. For whatever reason UD refuses to do this and enjoys watching it snowball into complete chaos. I still have open issues with UD even though I haven't touched wax in a year, thats a complete joke.
Accept it guys, just wait a couple months for the free pizza....again.
The Architect
Registered User
As we all know, it takes time for things to change. As I could not speak on the behalf of individuals, I can speak on behalf of the company.
I enjoy your critique of every product, since it allows me to be creative in resolving these issues when I build product opposed to resolving the situations (like damaged cards or rookie redemption issues).
With more information it allows me to analyze the scenario and try to prevent certain issues from happening.
Patience is needed for our CS department to improve. I know the company's priority is to take care of customers, however (as you mentioned) Chris has moved on and is our Hobby Specialist, but continues to help Nick in his new role.
It takes some time for people to learn their new role as a Customer Service Manager. Nick is not Carlin (a well seasoned CS Manager-veteran, but he needed some time to learn his role as well) Nick needs to supervise his staff and also deal with the higher ups besides answering calls. His priorities have grown and is quite busy. In fact I don't get calls from him when I leave him a message.
I can't speak on behalf for everyone in our CS department (I don't know all of them) but I know Nick is just as passionate as you are about the hobby and wants to address all issues.
I get PM's and emails from people which I don't respond ASAP, which could take me a week to respond. I love to respond within 10 minutes but sometimes I can't. However, HI members are more patient with me based on the rapport I have with you guys on HI. Please extend that courtesy to the other UD staff as well.
I know you may disagree with me now, but I know that things have vastly improved here and will continue to do so. Please look at the picture after a year and not three months. Things have drastically changed here with Chad in the fold and Chris moving back to Carlsbad.
Please give Nick some slack to learn his job so that he or his department could better serve you.
I believe that if you approach it differently like constructive criticism Quincy uses in our discussions. If you have an issues with products (damages, redemptions), maybe you could help us by suggesting ideas that could resolve or prevent any issues. Instead of lashing out at UD, myabe you could be moe proactive for the future.
The more you bash us, the less the UD people reads the boards. Use HI as an opportunity to compliment and criticize us, but more importantly as an open forum to our CS members. Be more positive and you might see better results in the future.
Sorry for the long read. I guess I'm due for a rant.
Here is somthing for you guys to think about:
#1 complaint - redemptions
#2 complaint - label autographs
#3 Complaint - replacement value
Unfortunately #1 works against 2 and 3. The more you raise a stink about redemptions ... the more resistance I face with building sets with hard signed cards.
Is there a middle ground, am I addressing issues with redemptions going into products. I'm trying to eliminate bad signers, use preventive measures to eliminate redemptions, if possible. You know I am, I don't want to spend anymore weekends calling you at 11 PM replacing your cards. I want to enjoy my weekends too.
Let's be more proactive with our staff and create a positive vibe around here.
We all are passionate about the Hobby and let's have fun together. I'll try to get Nick to the Toronto show so that you could meet him. He really is a stand up guy. Just give him some time.
But I digress...
K
I enjoy your critique of every product, since it allows me to be creative in resolving these issues when I build product opposed to resolving the situations (like damaged cards or rookie redemption issues).
With more information it allows me to analyze the scenario and try to prevent certain issues from happening.
Patience is needed for our CS department to improve. I know the company's priority is to take care of customers, however (as you mentioned) Chris has moved on and is our Hobby Specialist, but continues to help Nick in his new role.
It takes some time for people to learn their new role as a Customer Service Manager. Nick is not Carlin (a well seasoned CS Manager-veteran, but he needed some time to learn his role as well) Nick needs to supervise his staff and also deal with the higher ups besides answering calls. His priorities have grown and is quite busy. In fact I don't get calls from him when I leave him a message.
I can't speak on behalf for everyone in our CS department (I don't know all of them) but I know Nick is just as passionate as you are about the hobby and wants to address all issues.
I get PM's and emails from people which I don't respond ASAP, which could take me a week to respond. I love to respond within 10 minutes but sometimes I can't. However, HI members are more patient with me based on the rapport I have with you guys on HI. Please extend that courtesy to the other UD staff as well.
I know you may disagree with me now, but I know that things have vastly improved here and will continue to do so. Please look at the picture after a year and not three months. Things have drastically changed here with Chad in the fold and Chris moving back to Carlsbad.
Please give Nick some slack to learn his job so that he or his department could better serve you.
I believe that if you approach it differently like constructive criticism Quincy uses in our discussions. If you have an issues with products (damages, redemptions), maybe you could help us by suggesting ideas that could resolve or prevent any issues. Instead of lashing out at UD, myabe you could be moe proactive for the future.
The more you bash us, the less the UD people reads the boards. Use HI as an opportunity to compliment and criticize us, but more importantly as an open forum to our CS members. Be more positive and you might see better results in the future.
Sorry for the long read. I guess I'm due for a rant.
Here is somthing for you guys to think about:
#1 complaint - redemptions
#2 complaint - label autographs
#3 Complaint - replacement value
Unfortunately #1 works against 2 and 3. The more you raise a stink about redemptions ... the more resistance I face with building sets with hard signed cards.
Is there a middle ground, am I addressing issues with redemptions going into products. I'm trying to eliminate bad signers, use preventive measures to eliminate redemptions, if possible. You know I am, I don't want to spend anymore weekends calling you at 11 PM replacing your cards. I want to enjoy my weekends too.
Let's be more proactive with our staff and create a positive vibe around here.
We all are passionate about the Hobby and let's have fun together. I'll try to get Nick to the Toronto show so that you could meet him. He really is a stand up guy. Just give him some time.
But I digress...
K
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No No No.....The other Steve
Pageant Queen ,
I'm willing to give Nick a chance but if in his new position he's the same as he was on the phone then there will definately be issues in the future. My issue isn't in the replacements or redemptions. I'd actually prefer if all the redemptions only said you have received a redemption for an Unnamed autographed player. It would allow for more of a surprise when it showed up, less complaining and shorter waits. In urn though it would kill secondary sales of redemptions as you would never know if you were getting Orr or Brind'amour.
str8jkt
Verified Trader
This doesn't seem like such a bad thing really. Kind of like what they did with Upper Deck Black for basketball. Get a generic redemption and then get something sent at that time. (I know its not exactly the same but could be adapted similarly). Hell make it redemptions for the guys that didn't return their stuff plus throw in 10% of the run of cards to be superstar cards (ie the Orr's, Gretzky's, etc..). That way there is always that chance that you might get a Gretzky card (but more likely the chance that you will get that Stafford redemption)..
MMarch
One Man Wolfpack, ,
Karvin - I can appreciate you taking the time to try and explain what you and your company are trying to do or accomplish. It is nice that you act as a representative or voice of reason to assist people here, and I would never put you down for that.
However, some of use have been around for 20+ years, so we have seen and heard it all. What you are saying here, is exactly what Carlin was telling me almost 10 years ago. I can appreciate you saying the company does care and is trying, but honestly, actions speak louder then words and Upper Decks actions for as far back as I can remember are the same now as then. Trying and doing are two completely different things. You can only do as much as you can without over stepping your boundaries. I'm sure you would love to do some things, but you are hand cuffed by the brass. If UD is really serious about changes, let's here from Money Bag McWilliams himself. Let's see a 10 step plan in writing from him detailing how much he really cares about the end users who are the real people who keep him living the life of luxury, and how he intends to turn this back into a hobby instead of legalized gambling.
I know you've heard the story before, but after the way we were treated, lied to multiple times, and then sent something straight off a Wal-Mart shirt rack with a letter that was completely and utterly useless stating UD didn't even know if it was real or not, and not even signed by an UD representative, that was it for us. We spent over $1000 on a redemption card and what we received from UD was over a year of lies, empty promises, multiple times ignoring us, and in the end we received something that has no more value then a $6.99 piece of cotton with a price tag, and of course your company refused to even certify that it is authentic.
That alone is all I need to know about what kind of company UD really is. I feel sorry for the people who haven't been around as long as some of us to have been through it all and seen it all. Eveyr day there are new collectors who don't know the difference between UD and Pro-Set, and that is what saddens me about where this hobby is going.
However, some of use have been around for 20+ years, so we have seen and heard it all. What you are saying here, is exactly what Carlin was telling me almost 10 years ago. I can appreciate you saying the company does care and is trying, but honestly, actions speak louder then words and Upper Decks actions for as far back as I can remember are the same now as then. Trying and doing are two completely different things. You can only do as much as you can without over stepping your boundaries. I'm sure you would love to do some things, but you are hand cuffed by the brass. If UD is really serious about changes, let's here from Money Bag McWilliams himself. Let's see a 10 step plan in writing from him detailing how much he really cares about the end users who are the real people who keep him living the life of luxury, and how he intends to turn this back into a hobby instead of legalized gambling.
I know you've heard the story before, but after the way we were treated, lied to multiple times, and then sent something straight off a Wal-Mart shirt rack with a letter that was completely and utterly useless stating UD didn't even know if it was real or not, and not even signed by an UD representative, that was it for us. We spent over $1000 on a redemption card and what we received from UD was over a year of lies, empty promises, multiple times ignoring us, and in the end we received something that has no more value then a $6.99 piece of cotton with a price tag, and of course your company refused to even certify that it is authentic.
That alone is all I need to know about what kind of company UD really is. I feel sorry for the people who haven't been around as long as some of us to have been through it all and seen it all. Eveyr day there are new collectors who don't know the difference between UD and Pro-Set, and that is what saddens me about where this hobby is going.
Meth68
Registered Trader
Karvin, I removed everything I agreed with your post and kept the stuff I would like to question. First let me say all of us respect you hear and to my knowledge no one has an issue with you specifically, atleast I know I don't. By you posting here, it sparks a legit debate and not a random beckett flame war. So hopefully yourself or anyone else at UD is offended by any of the posts. I would never go out of my way to make up a story just to complain, you know everything I post about is the truth mainly because you put yourself in the middle of most of the issues I had because Carlin was busy with his ninja hiding act whenever I had an issue.
#1) About having patience and giving CS time to make its improvements. You of all people should know hockey collectors have been the most patient of any sport when it comes to getting screwed over. Look at everyone that is complaining, not a single person is a newbie to the hobby and most of the time its long time hockey collectors who spend a otn on wax. These complains have been going on for years not 3 months.
#2) Nick is not Carlin (a well seasoned CS Manager-veteran, but he needed some time to learn his role as well). We are all in for a wold of pain if your training Nick to be Carlin. You honestly call him a well seasoned cs manager? If you mean he had the job title for a decent amount of time I agree, if you meant that as in knowing his job duties you are way off on that statement. I am sorry but Carlin was a horrible customer service manager. I am not just going by my experiences with him but close friends as well. Carlin was a true example of a horrible CS manager, he wouldn't reply to emails, he wouldn't reply to voice mails and when you did get a hold of him i twas like you were speaking to cardboard. He would tell you what you wanted to hear then vanish under his desk again. I proved this countless times until it got to the point where it was comical. I hope to god no one at UD considered Carlin as doing his job well?
Sooner or later something has to give, CS, QC and QA has not gotten better for 3 years now, it has been on a steady decline and talked about many hockey collectors. It reminds me of when the statement was made how the ceo of ud was unaware of the redemption issue in hand. I understand he doesn't need to stick his nose in the minor issues but you couldnt read a hobby related article without hearing redemption horror stories. Now its what 45 days for redemption turn around? It's a joke just like the prior redemptions were with the 12-16 weeks, I still have outstanding redemptions that are 12+ months old. IF we could clone you and have a Karvin in every dept all will be good but that isn't the case, you need to have the higher up's on the same page you are on. I cant wait to see when your not forced to back up the company you work for and you actually have the correct people read the complains and make a change, not a 5 year change but a realistic change where we actually see improvements.
-Vinny
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The Architect
Registered User
Meth,
I understand that everyone is frustrated but has things not change. Hasn't the redemption process been better as of late. I see people receiving their Cup redemptions already. People getting their SPA redemptions. Or better yet, many people have been receiveing their 04-05 SPA 4-8 player cards. Have there been replacements? of course! but we are trying to do the best we can to make people happy.
Ever since Chad has been in charge of redemptions, has it not changed?
I would believe it has. If you had issues with Carlin, it's one thing but most poeple on the boards had pleasant dealings with Carlin, and he is well respected in the collecting community.
Is Nick going to be Carlin....No!...but he still needs to know the ends and out of each sport and the challenges he deals with. Carlin is helping him with this.
As I said before......Things are changing for the better but it needs time for it to get better, or at least to gain some confidence from the hobby. We realize that it isn't going to happen overnight. So I would say the same for people who are critical. Give us some time and I PROMISE that it will get better.
Does everyone think I'm throwing you a company line when I say this. Those who know me, know that I'm always going to be honest with you and when I say something....I mean it.
Here are some words of wisdom.....Treat people like you would be treated. If you keep getting bash by your customers, how would you like to keep working hard to make those people happy, who just keep complaining afterwards.
Guess what...you might not want to go the extra distance for them in the future. That isn't a customer service issue but it is human nature.
Or in better words, how would you feel if you placed 20 hours of overtime, gave up your own personal time to make a successful project work, just to be scolded by your boss about (not complimented on the great job you have done) and still have to do a better job next time. How much harder are you going to work for your boss?
People at UD work countless hours of OT directly for the company but indirectly for the consumer.
Let's wait a while to give the new CS manager an opportunity to serve you better and in time you will be confident of the CD, QA, QC and redemptions department, like I am.
thanks Karvin
P.S. Finished with my rant :>
I understand that everyone is frustrated but has things not change. Hasn't the redemption process been better as of late. I see people receiving their Cup redemptions already. People getting their SPA redemptions. Or better yet, many people have been receiveing their 04-05 SPA 4-8 player cards. Have there been replacements? of course! but we are trying to do the best we can to make people happy.
Ever since Chad has been in charge of redemptions, has it not changed?
I would believe it has. If you had issues with Carlin, it's one thing but most poeple on the boards had pleasant dealings with Carlin, and he is well respected in the collecting community.
Is Nick going to be Carlin....No!...but he still needs to know the ends and out of each sport and the challenges he deals with. Carlin is helping him with this.
As I said before......Things are changing for the better but it needs time for it to get better, or at least to gain some confidence from the hobby. We realize that it isn't going to happen overnight. So I would say the same for people who are critical. Give us some time and I PROMISE that it will get better.
Does everyone think I'm throwing you a company line when I say this. Those who know me, know that I'm always going to be honest with you and when I say something....I mean it.
Here are some words of wisdom.....Treat people like you would be treated. If you keep getting bash by your customers, how would you like to keep working hard to make those people happy, who just keep complaining afterwards.
Guess what...you might not want to go the extra distance for them in the future. That isn't a customer service issue but it is human nature.
Or in better words, how would you feel if you placed 20 hours of overtime, gave up your own personal time to make a successful project work, just to be scolded by your boss about (not complimented on the great job you have done) and still have to do a better job next time. How much harder are you going to work for your boss?
People at UD work countless hours of OT directly for the company but indirectly for the consumer.
Let's wait a while to give the new CS manager an opportunity to serve you better and in time you will be confident of the CD, QA, QC and redemptions department, like I am.
thanks Karvin
P.S. Finished with my rant :>
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Sacrebleu
Upstanding Member,
I think Meth just hit on the solution......Karvin MUST BE CLONED!
There's no question that hockey collectors are the most passionate about their hobby- a simple check of off-season Ebay auctions proves that again and again. There's also no question that the redemption process has improved. I'm bummed because it appears that the player who I collect so religiously is about to be booted from the autograph list due to his failure to return his cards in a timely manner but that isn't UD's fault completely. Better care must be taken to identify these habitual offenders and remove them from the equation completely. I still would like to see a realtime online replacement program for those of us who no longer wish to wait for an unfulfilled redemption. Whether this is feasible or not I don't know however seeing the room with the replacements with my own eyes I feel that it probably can be done. I believe that while EVERY cs rep should be well versed in all the cards that UD produces, it would be especially helpful if each sport had its own CS lead to genuinely know the cards and therefore be able to understand the nuances of replacement/redemption issues. The being passed around from rep to rep like the proverbial hot potato is something that really needs to stop. I understand everyone's frustration and can see the need to rant however I learned a long time ago that ranting doesn't necessarily equal results- call me a Diamond Club asskisser if you like but you still catch more flies with honey than by flinging vitriol at the reps.
Dave
There's no question that hockey collectors are the most passionate about their hobby- a simple check of off-season Ebay auctions proves that again and again. There's also no question that the redemption process has improved. I'm bummed because it appears that the player who I collect so religiously is about to be booted from the autograph list due to his failure to return his cards in a timely manner but that isn't UD's fault completely. Better care must be taken to identify these habitual offenders and remove them from the equation completely. I still would like to see a realtime online replacement program for those of us who no longer wish to wait for an unfulfilled redemption. Whether this is feasible or not I don't know however seeing the room with the replacements with my own eyes I feel that it probably can be done. I believe that while EVERY cs rep should be well versed in all the cards that UD produces, it would be especially helpful if each sport had its own CS lead to genuinely know the cards and therefore be able to understand the nuances of replacement/redemption issues. The being passed around from rep to rep like the proverbial hot potato is something that really needs to stop. I understand everyone's frustration and can see the need to rant however I learned a long time ago that ranting doesn't necessarily equal results- call me a Diamond Club asskisser if you like but you still catch more flies with honey than by flinging vitriol at the reps.
Dave
jersmi
Registered Trader
Vinny is so right on with respect to UD and their issues but without rehashing old hash, maybe I missed something but what does this mean on the last 2 redemptions I have outstanding? What does "original" mean?
Regards, Jerry
26/2007 RICK NASH / NIKOLAI ZHERDEV / GILBERT BRULE
06/07 NHL TRILOGY AUTO 1-2-3 COMBO CLEARCUT CD# C3-NZB Replacement is not available for this item. Your original will begin mailing in October. 1/26/2007
R2FJN6BSZ 3/24/2007 ANTONIO GATES
2006 NFL SPA SP AUTHENTICS SIGNATURES Replacement is not available for this item. Your original will begin mailing in October. 3/24/2007
Regards, Jerry
26/2007 RICK NASH / NIKOLAI ZHERDEV / GILBERT BRULE
06/07 NHL TRILOGY AUTO 1-2-3 COMBO CLEARCUT CD# C3-NZB Replacement is not available for this item. Your original will begin mailing in October. 1/26/2007
R2FJN6BSZ 3/24/2007 ANTONIO GATES
2006 NFL SPA SP AUTHENTICS SIGNATURES Replacement is not available for this item. Your original will begin mailing in October. 3/24/2007
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gratzi
Resident Iginla Stalker , Verified Trader,
Karvin and the CS rep Barry are the only people I have ever dealt with and I have always been treated with respect by the both of them. It doesn't work in every case but I truly believe that most times if you act nicely to whoever you are talking to it should help your problem. Obviously there is situations where that won't help but it's a start.
Meth68
Registered Trader
Karvin, well since you mentioned it here it goes bud 
No this hasn't gotten better, yes people got their 06/07 Cup redemptions which is great, but how about the people with 05/06 Cup redemptions? 05/06 Cup was much more costly, it has been out for 12+ months and yet these customers haven't received a single update about their pending redemptions. The same goes with SPA, I still have pending 05/06 SPA redemptions. So to be honest I could care less if people are getting their 06/07 Cup and SPA redemptions fulfilled because guess what, just like everything else UD cares more about the current product rather then their "oops" from the previous year. So you think its better to fulfill a 3 month old redemption over a 15 month old redemption? Whatever the excuse as to why they are still pending it doesn't matter the point is to the people who have 05/06 Pending redemptions could care less about the fulfillment of 06/07 redemptions.
I think you would be surprised if you got honest answers about this one. I could count many respected hobby goers that are in the same boat as I am with Carlin, it has more to do with his character or lack of then anything. I have lies directly from him in emails, thats even prior to him avoiding emails and phone calls. To me thats a joke for anyone working for a company let alone a so called "manager".
We all hope Nick doesn't become Carlin. I mean that in all honesty. What Carlin could possibly be training him on I am clueless with. How hard is it to avoid a phone and emails? That should come pretty easy, other then that I am not sure what Carlin has to offer when it comes to CS input. I think Nick will be fine without Carlins assistance.
Again this didn't start last month Karvin. This has been going on for years and years. It has been mentioned over and over and over again. And we got the same answers over and over again. It gets to a point that the words "I promise" don't mean much, how about "show us"?
Karvin, I agree 100% but the problem is this isn't the case. I am on the phone everyday at work with important people and companies, I am not an idiot when it comes to how you act when speaking to someone, especially someone who is your only hope for help. I have never...ever talked to Carlin on the phone not a single time. I left about 5 voice mails unanswered, none of which were rude. I could send over every single email I sent to Carlin prior to me finally calling him a waste of space not a single one was rude. I only finally called him how he was once I realized he lied to me on 3 different occasions and each time I got burnt severely.
Welcome to the USA, do you think this only happens at UD? I understand you put in OT, guess what so do I and I am salary so I don't get paid for it. Do I run around crying about it, no. Does it annoy me? Of course. Enough to leave my current job? Not yet. We are all adults here, we all go through working for a crappy company with crappy policies, you just so happen to be working for one. I am sure many collectors, myself included respect and appreciate the fact you and Chad worked OT to fulfill redemptions, but guess what? You wouldn't have to if your company listened to the complaints for 3+ years.
Carlin already ruined that for me, The only opportunity I can give the new CS manager is to fulfill my 05/06 redemptions and I am on my way. I am sure the QC/QC & CS issues will never go away, I am just happy to say I was able to make them go away for myself by not dealing with them anymore. I dont bust anymore wax so that eliminates most of my issues and now I just wait for my 12+ month old redemptions to be fulfilled, its awesome seeing people getting their new redemptions after 2 months but how about the forgotten customers of last year? Do you think they will just say "wow cool that other guy got his redemption in 2 weeks!"
Anyways, I will never back down from anything I have said today or in the past because its the truth and it can be proven whenever it needs to be. I may speak for myself but I know many others with the same exact issues. I wasn't alone when I finally threw in the towel. 2 other friends also stopped cold turkey and they made my 40k a year on wax look like a joke. I was first amazed to see how I was treated but then when I realized they were treated the same way I was even more amazed. And yet we keep hearing "it will get better", try reading that from the other side of the fence Karvin and you will understand our frustration a tad more. Well there's my contribution.
No this hasn't gotten better, yes people got their 06/07 Cup redemptions which is great, but how about the people with 05/06 Cup redemptions? 05/06 Cup was much more costly, it has been out for 12+ months and yet these customers haven't received a single update about their pending redemptions. The same goes with SPA, I still have pending 05/06 SPA redemptions. So to be honest I could care less if people are getting their 06/07 Cup and SPA redemptions fulfilled because guess what, just like everything else UD cares more about the current product rather then their "oops" from the previous year. So you think its better to fulfill a 3 month old redemption over a 15 month old redemption? Whatever the excuse as to why they are still pending it doesn't matter the point is to the people who have 05/06 Pending redemptions could care less about the fulfillment of 06/07 redemptions.
I think you would be surprised if you got honest answers about this one. I could count many respected hobby goers that are in the same boat as I am with Carlin, it has more to do with his character or lack of then anything. I have lies directly from him in emails, thats even prior to him avoiding emails and phone calls. To me thats a joke for anyone working for a company let alone a so called "manager".
We all hope Nick doesn't become Carlin. I mean that in all honesty. What Carlin could possibly be training him on I am clueless with. How hard is it to avoid a phone and emails? That should come pretty easy, other then that I am not sure what Carlin has to offer when it comes to CS input. I think Nick will be fine without Carlins assistance.
Again this didn't start last month Karvin. This has been going on for years and years. It has been mentioned over and over and over again. And we got the same answers over and over again. It gets to a point that the words "I promise" don't mean much, how about "show us"?
Karvin, I agree 100% but the problem is this isn't the case. I am on the phone everyday at work with important people and companies, I am not an idiot when it comes to how you act when speaking to someone, especially someone who is your only hope for help. I have never...ever talked to Carlin on the phone not a single time. I left about 5 voice mails unanswered, none of which were rude. I could send over every single email I sent to Carlin prior to me finally calling him a waste of space not a single one was rude. I only finally called him how he was once I realized he lied to me on 3 different occasions and each time I got burnt severely.
Welcome to the USA, do you think this only happens at UD? I understand you put in OT, guess what so do I and I am salary so I don't get paid for it. Do I run around crying about it, no. Does it annoy me? Of course. Enough to leave my current job? Not yet. We are all adults here, we all go through working for a crappy company with crappy policies, you just so happen to be working for one. I am sure many collectors, myself included respect and appreciate the fact you and Chad worked OT to fulfill redemptions, but guess what? You wouldn't have to if your company listened to the complaints for 3+ years.
Carlin already ruined that for me, The only opportunity I can give the new CS manager is to fulfill my 05/06 redemptions and I am on my way. I am sure the QC/QC & CS issues will never go away, I am just happy to say I was able to make them go away for myself by not dealing with them anymore. I dont bust anymore wax so that eliminates most of my issues and now I just wait for my 12+ month old redemptions to be fulfilled, its awesome seeing people getting their new redemptions after 2 months but how about the forgotten customers of last year? Do you think they will just say "wow cool that other guy got his redemption in 2 weeks!"
Anyways, I will never back down from anything I have said today or in the past because its the truth and it can be proven whenever it needs to be. I may speak for myself but I know many others with the same exact issues. I wasn't alone when I finally threw in the towel. 2 other friends also stopped cold turkey and they made my 40k a year on wax look like a joke. I was first amazed to see how I was treated but then when I realized they were treated the same way I was even more amazed. And yet we keep hearing "it will get better", try reading that from the other side of the fence Karvin and you will understand our frustration a tad more. Well there's my contribution.
DXFlyers
Registered Trader
Ok, im going to play devil's advocate
Does anyone have any cheese with their WHINE!!
Does anyone want a tissue with their issue!!!!
Honestly, why are we opening this can of worms again and again and again. These redemption and the process is a biach and a half we all know it. Come on, Karvin's PM box in this website probably full of redemption questions or requests of decent replacements. Karvin already knows this, its being worked on and he knows how nutty we are about this hobby. The redemption BS is SLOWLY getting better now (IMO). I think what UD should no is kill redemptions period, but it is what it is and it probably will never change. You hate redemptions, dont scratch the silver bar, sell it on ebay and make it someone else's problem. If you scratch the bar, enjoy the waiting game and be lucky you a. get the card or b. get a more than decent replacement.
Does anyone have any cheese with their WHINE!!
Does anyone want a tissue with their issue!!!!
Honestly, why are we opening this can of worms again and again and again. These redemption and the process is a biach and a half we all know it. Come on, Karvin's PM box in this website probably full of redemption questions or requests of decent replacements. Karvin already knows this, its being worked on and he knows how nutty we are about this hobby. The redemption BS is SLOWLY getting better now (IMO). I think what UD should no is kill redemptions period, but it is what it is and it probably will never change. You hate redemptions, dont scratch the silver bar, sell it on ebay and make it someone else's problem. If you scratch the bar, enjoy the waiting game and be lucky you a. get the card or b. get a more than decent replacement.
MMarch
One Man Wolfpack, ,
Karvin, I have never dealt with you on a business level and prefer to keep it that way. You are not in charge of the department I needed help in so I wasn't going to bother you with it. However, I take issue with this statement, big issue "Here are some words of wisdom.....Treat people like you would be treated.:
First, I agree 100% with this statement. I have no bones with that statement at all. I do have issue with someone from UD making that statement and here's why. I always had a professional and respectful business relationship with Chris, until the $1000 redemption card. How would you expect to be treated when you spend $1000 on something, only to get the runaround for a year, and then when an email is sent to follow up on 3 emails over 2 months that went unanswered, and 2 voicemails over two months that went unanswered, inquiring where the item was is that you were promised was shipping over a month ago, and this is the answer direct from Chris's mouth "Sorry but we are focused on shipping REVENUE GENERATING items at this point please be patient". Excuse me for getting severly pizzed off at that point, but after a year of empty promises and being ignored, that was the WRONG ANSWER. Especially when you are talking about a collector, a private customer nto a dealer, who was spending upwards of $20,000 a year on UD products. He should have just said what the email meant, "Tough ^%$# buddy we are shipping products to our dealers so we can make more money, I couldn't care less about the $1000 you spent on that redemption card or the $200K you've spent over the last 10 years on our hockey products." Honestly, I would love to hear you say that you wouldn't be extremely ticked off after that, I can't imagine anyone in their right mind would be happy to get that message after getting the runaround for a year.
Again, this is nothing personal towards you. You are only one person trying to do what you can, but you work for a company that has proven, and in their own words spoken directly to me that they don't care and are only focused on making more money. I hope you do make changes for the better and can somehow turn it around, but I have no faith in UD anymore, and my wallet is much fatter for it.
First, I agree 100% with this statement. I have no bones with that statement at all. I do have issue with someone from UD making that statement and here's why. I always had a professional and respectful business relationship with Chris, until the $1000 redemption card. How would you expect to be treated when you spend $1000 on something, only to get the runaround for a year, and then when an email is sent to follow up on 3 emails over 2 months that went unanswered, and 2 voicemails over two months that went unanswered, inquiring where the item was is that you were promised was shipping over a month ago, and this is the answer direct from Chris's mouth "Sorry but we are focused on shipping REVENUE GENERATING items at this point please be patient". Excuse me for getting severly pizzed off at that point, but after a year of empty promises and being ignored, that was the WRONG ANSWER. Especially when you are talking about a collector, a private customer nto a dealer, who was spending upwards of $20,000 a year on UD products. He should have just said what the email meant, "Tough ^%$# buddy we are shipping products to our dealers so we can make more money, I couldn't care less about the $1000 you spent on that redemption card or the $200K you've spent over the last 10 years on our hockey products." Honestly, I would love to hear you say that you wouldn't be extremely ticked off after that, I can't imagine anyone in their right mind would be happy to get that message after getting the runaround for a year.
Again, this is nothing personal towards you. You are only one person trying to do what you can, but you work for a company that has proven, and in their own words spoken directly to me that they don't care and are only focused on making more money. I hope you do make changes for the better and can somehow turn it around, but I have no faith in UD anymore, and my wallet is much fatter for it.
Meth68
Registered Trader
Karvin, Carlin seems to be doing an amazing job with his training. Over on the "other" site someone posted his recent UD replacement..
They replaced his 2005-06 Fleer Ultra Fresh Ink Boyd Gordon Redemption with 2 cards...2004-05 Legendary Signatures Miracle Men Mark Johnson and 2002-03 SP Game Used Signature Style Bobby Orr. So this person received about $400 in cards for a $20 replacement card. Care to add any input to this? Can I have the person who handled that replacement replace my cup and spa redemptions please?
They replaced his 2005-06 Fleer Ultra Fresh Ink Boyd Gordon Redemption with 2 cards...2004-05 Legendary Signatures Miracle Men Mark Johnson and 2002-03 SP Game Used Signature Style Bobby Orr. So this person received about $400 in cards for a $20 replacement card. Care to add any input to this? Can I have the person who handled that replacement replace my cup and spa redemptions please?
2fnlo
Verified Trader
I haven't really read everything said to this point just a few excerpts here and there.
Anyway here was my latest redemption fiasco. I had the Toivonen/Kiprusoff Rookie Update card. Anyway after a bit of a stinker at the other site Karvin sent me his number. I tried to call you 2 or 3 times, I left a message the final time. Unfortunately, and I do not blame you, I didn't receive a call in return. Thats fine I can handle that, I realize how busy you are and probably I shouldn't have been bugging YOU over a simple replacement issue.
Well I ended up calling the 1800 number and waited on hold for about 20 minutes and got some dude. He was promising me how pleased and happy I would be and he would personally get me some good stuff in return.
Anyway he asked what players I wanted in replacement. I said Phaneuf. He didn't know how to spell it so I spelled it for him. Secondly he asked for a team, I said I don't do teams because I didn't want some 4th stringer as a replacement. So he asked for more players. I said Iginla, he also couldn't spell that he said Eginela. I said yup sounds right, at this point I am getting pretty sick and tired of talking to this dude so I figured I would just mess around with him. Lets face it they won't be replacing this with anything I actually want, I seen some dude got basketball for his, do I might as well make it interesting. Next I say Kiprusoff, also he couldn't spell it, even though he was looking right at the card I was getting replaced which was a Kipper.
I said what the heck you don't know any of these guys names? I can understand Kipper but Iginla and Phaneuf? He said all he knows about hockey is Crosby, Ovechkin and Malkin. So I told him to add those to the list, he said good luck with that. Wow great optimism straight from the CS depo.
Anyway it will be very interesting as he got Phaneuf, Eginela, however he spelled Kipper, Crosby, Ovechkin and Malkin (which of the last three he pretty much eluded to me not getting). I can't wait I hope I get some basketball cards, because I hate basketball. Like I promised before if I get basketball cards I will be burning them live in video/photo for the message boards.
Bottom line, I have the Barker SPA, and Boyd SPX left. They will be my last redemptions EVER. Also my wax has dropped from $5000 to about $300 this year. Although I buy the singles so I guess UD still wins.
Sorry if this was overly negative. I love UD in most of the other areas. I don't hate the stickers, I don't complain about the bad breaks, single color patches are fine, etc. etc. Just sick of the redemption process.
Thanks for the read.
Byron
Anyway here was my latest redemption fiasco. I had the Toivonen/Kiprusoff Rookie Update card. Anyway after a bit of a stinker at the other site Karvin sent me his number. I tried to call you 2 or 3 times, I left a message the final time. Unfortunately, and I do not blame you, I didn't receive a call in return. Thats fine I can handle that, I realize how busy you are and probably I shouldn't have been bugging YOU over a simple replacement issue.
Well I ended up calling the 1800 number and waited on hold for about 20 minutes and got some dude. He was promising me how pleased and happy I would be and he would personally get me some good stuff in return.
Anyway he asked what players I wanted in replacement. I said Phaneuf. He didn't know how to spell it so I spelled it for him. Secondly he asked for a team, I said I don't do teams because I didn't want some 4th stringer as a replacement. So he asked for more players. I said Iginla, he also couldn't spell that he said Eginela. I said yup sounds right, at this point I am getting pretty sick and tired of talking to this dude so I figured I would just mess around with him. Lets face it they won't be replacing this with anything I actually want, I seen some dude got basketball for his, do I might as well make it interesting. Next I say Kiprusoff, also he couldn't spell it, even though he was looking right at the card I was getting replaced which was a Kipper.
I said what the heck you don't know any of these guys names? I can understand Kipper but Iginla and Phaneuf? He said all he knows about hockey is Crosby, Ovechkin and Malkin. So I told him to add those to the list, he said good luck with that. Wow great optimism straight from the CS depo.
Anyway it will be very interesting as he got Phaneuf, Eginela, however he spelled Kipper, Crosby, Ovechkin and Malkin (which of the last three he pretty much eluded to me not getting). I can't wait I hope I get some basketball cards, because I hate basketball. Like I promised before if I get basketball cards I will be burning them live in video/photo for the message boards.
Bottom line, I have the Barker SPA, and Boyd SPX left. They will be my last redemptions EVER. Also my wax has dropped from $5000 to about $300 this year. Although I buy the singles so I guess UD still wins.
Sorry if this was overly negative. I love UD in most of the other areas. I don't hate the stickers, I don't complain about the bad breaks, single color patches are fine, etc. etc. Just sick of the redemption process.
Thanks for the read.
Byron
