Panini Customer Service

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wings1908

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I was looking to clear up a few redemptions in my account and here is my experience with Panini customer service, this is not a rant just my observations. In Dec I started to keep a log

Dec 10th call at 1.00 pm = please leave a message ( no return)
Dec 11th call at 3.19 pm = please leave a message ( no return)
Dec 13th call at 2.52 pm = please leave a message ( no return )

Dec 31st, call at 12.00 pm. last day of the year, figured I give it a shot I did get through to a a company rep. on about the third ring.He was both polite and professional and asked how he could help me. I informed him that I had a few outstanding redemptions that I would like replaced. I had 2 Marcus Kruger Dominion RC that I would like replaced since it appeared they would not be available anytime soon, these redemptions dated from 11-11-12. I told him I also had an Ovechkin Silhouette auto (redeemed 2/20/12, 2 years ago) that I would like replaced. I informed him that I had talked to Carvin and Chris at 2 expos and they were of the opinion that the card would not be signed. I also had a Contenders NHL Ink Trios that I redeemed 11/04/13 and asked if it could be sent out with my replacements I am an Yzerman, Sakic and Trottier fan. Last card I asked about replacing was a Giroux Peerless patch from Prime redeemed 9/30/13

The rep. asked about the Kruger's first and asked me what I collect to which I replied Red Wings and then said he would try to accommodate me.
In regards to the Ovechkin Silhouette he said that they were sure the card was being made and should be there soon
As to the NHL Ink Trios auto, he told me that they go through redemptions 4 times a year and that the next go round was to be in January and I should get it soon
I was told that it was to early to ask for a replacement for the the Giroux Peerless Patch

Results

Within a very short period of time I recieved a gold Limited auto of Steve Yzerman /25 and a Tomas Tatar Luxury Suite auto RC /199 as replacements for the Kruger, I was very satisfied with the quality of replacement and the time in which they arrived

Ovechkin Silhouette, I haven't heard anything and I have passed my 2 year anniversary

Nhl INk Trio ( a card that is live ) promised in Jan, I haven't heard a thing yet


Conclusion
Panin customer service in large parts does no live up to my expectations.I know they are a huge company that deals with thousands of redemptions but some of my redemptions are over 2 years old They did a great job on my Krugers giving me a fair replacement in a timely manner.To promise me a card in Jan and not deliver is poor customer service. To have to call 4 times in order to get through is terrible.

I know a lot of people contact Vegaspuck with concerns ( I know he also steps up to involve himself when issues are posted here ) and it seems he does an outstanding job of addressing those concerns. I just wanted to point out what a reg customer would have to go through without the benefits of a hobby forum. Panini you are only as strong as your weakest link.
For those of us in the hobby, we will always deal with things the best we can but Panini customer service will not, in my opinion win over new customers
 
It amazing you got an yzerman gold auto /25............... hat was the card that made me never touch a Panini product................. I waited a year and a half to receive that card after seeing that the card was live. I probably be still waiting if I didn't call and complain
 
So Im wondering now whats going to happen to my redemption(s) that are outstanding...its been a long while since they have been redeemed.
 
I received an email that one of mine is incoming. They don't seem to reply to any comments you put on the redemption at all either. The system set up is great but if CS doesn't reply when you make a comment then it's not very useful if you ask me.
 
There is apparently no notifications sent if you update or comment on an outstanding request in their system.

It was largely because of the communication and long turnaround times that I sat down with David Sharp at Expo and cleared my queue. There are good people in the company, but the system around them tends to negate the effects of their good work.
 
I put an online request for replacements a few weeks back...I requested certain players as replacements also.

The next day I had an email with my replacements, and they were in my box 8 days later.

Besides a wait on athletes, I have never had a problem with Panini redemptions at all.

D
 
If you phone, just phone 3 times in a row. I did that and it worked lol.
 
So if I have a card redeemed which is a 1/1(Dominion Pen Pals Black) and most likely not made(assuming missing a auto or 2), do you think they will send another card or would I essentially get nothing? I paid a decent amount on this redemption and if I get nothing, I would be upset. In fact, I would take the 1/1 card, even if it was missing an auto. Need it for the p.c.
 
I haven't had any issues with CS myself - whenever I have I dropped a line via twitter to the Panini CS account - and generally it was dealt with immediately and to my satisfaction
 
I have tried to contact them through their website and then I emailed them with the email posted in their blog. Still have not heard back.
 
They have said on their blog that they are still going to honor all their all their redemptions and release their last 6 products. They are still an on going business not going out of business like Pacific.
 

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