UD Customer Service sent damaged card back

uvic99

uvic99

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So I pulled a damaged card (Bedard Red Foil SP Die Cut) from a Walmart retail box I ordered. It had some damage coming out of the pack so I contacted UD customer service. I sent them scans. They gave me a case number. I sent the card in and paid for tracking. Today I get the card back with a form letter saying "we determined that your trading card does not show factory damage...(p)lease find your trading card enclosed". It came straight out of the pack in that condition and the pack came from an unopened box. Why waste a customer's time and money like that? They also sent it back by Fedex. Why did they waste their time and money?

Anyone have any advice on what to do in a situation like this?
 
Damaged card back plus out shipping to UD. Oh dear :( This NHL monopoly can't end soon enough.
 
There's really not much else you can do. This is what we get with a monopoly.
It's unfortunate that they seem to be getting worse with customer service. They are pushing back now on minor damage but I can actually understand that. I think people expecting perfect 10s and sending back cards with very minor damage ruined it for everyone.
What drives me crazy is their current policy of doing absolutely nothing for you if the product is over a year old. I recently pulled a nice Lafreniere auto/patch card with a big QC problem, a major printing error on their part. Even so, they won't do anything because it was a product over a year old.
UD knows they don't have to do anything. I have no alternatives other than stop buying NHL cards. If they had any competition at all, you'd see much better customer service. Monopolies suck.
 
Thanks for the replies. Appreciate it.

Yeah, I cannot believe their 1 year policy. I also saw the other thread a few months back about the Shane Wright SPA FW missing the autograph that UD refused to replace. The biggest reason people buy the boxes is to get the Lafreniere's, Wright's and Bedard's and yet they come out of the box defective and there's no support from UD. There really should be a warning label saying "Open at your own risk". Lol.

The part that blows me away is that when I emailed UD they asked for, and I sent, scans to show the damage. Why instruct me to send in the card after they've seen the scans only to reject the request? All I can say is that I've learned my lesson. I'll adjust my buying habits accordingly. :)
 
These issues with card condition will affect UD bottom line at some point. I got many damaged cards in UD Ext 20-21, SP Legends 20-21, UD 1 21-22 and Allure (don’t remember if it’s 21-22 or 22-23). I slowed my wax purchases a lot since, instead I focus on downsizing my collection and picking vintage that catches my eyes.
 
20-21 UD Extended was a miscut fantasy! Heights of the pandemic. Have some nice cards from it so badly cut.
 
I am in the same situation. Sent them photos of a damaged Gretzky Tim Horton's insert and their very quick response to that was to send the card and they would find a replacement.
After hearing your story, I'm not holding my breath... but I'm hopeful.
Michael.
 
I had a first for me recently - a COMC buyer by the name of UD_CustomerService bought a card from me (Daniel Paille Gold Spectrum Auto from 20/21 SP Signature Edition)... I wonder if they sometimes purchase cards on the secondary market to replace damaged ones. I realize that's not relevant in the OP case here, but might shed some hope for others stories on here.

Cory
 

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