When Panini doesn't bother to respond....

C

cfind

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...To multiple phone and email requests, what do you do?

I've tried for months and months to get in touch with someone at Panini "Customer Service" regarding my redemptions without a single response. In fact, as of today, it's been 167 days since my last contact with Panini, despite the fact that I've tried reaching them on several occasions since then.

I've got over $750.00 worth of redemptions sitting in queue since November. I'm so fed up I just want to get them replaced, but even then no one will get back to me. I am officially at the end of the rope. Should I just take it as Panini royally ripping me off and move on, or is there anything else I can do to get this settled?

Edit:
One of my redemptions includes the infamous "Dual Auto Crosby/Lecavalier" as well.
 
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I'm not saying you're lying here but I find it a bit hard to believe you've had "no" response from our CS group after repeated attempts. By looking at your signature, it looks like you only have 4 cards in the system. What do you have other than the Crosby dual? PM me your contact info and I'll have a manager call you.
 
Check my account, I have multiple update requests that have been just sitting there that have all gone unanswered for months.
 
I also had tried to contact several times to no avail. I just sell any panini redemptions I get, as I don't feel like waiting a year for them.
 
I'll be honest with you, I've hoped to check on redemptions, and to discuss some retail fraud that I was hoping they'd crack down on (almost impossible, but worth at least mentioning to someone.) After a few months, I've come to the conclusion that contacting customer service doesn't get results. Calling hasn't worked for me at all, 90% of the time, I end up in an automated messaging system, which sends me to voicemail, and after leaving several, I've never received a call back. When I am able to get to an actual person, they transfer me to the 800#, to leave a message. The few times that I was able to insist they personally take the message (because leaving a voicemail is a fruitless effort,) it was just as effective. To whom those messages were given, I couldn't tell you, but they haven't called back either. After several voicemail messages, and e-mails to customer service, I've never heard back from anyone.

I've got 4 pending redemptions left in the system as well, but have really been hesitant to pick up any more redemption cards, even for PC stuff that I'd really like to get, just because of the issue. I know I posted in the other thread about who's signed thus far, and the only response I've gotten in the thread is "Didn't I PM you about that?" To which the answer was unfortunately no, I seem to fall through the cracks there too. I'm still going to be patient, and assume it's just the growing pains of a new sport for them, but it certainly is frustrating.
 
First, I have to say that the thread method of CS seems a bit confusing for those of us waiting on multiple items, and I don't know if it is the same from the CS end.

Secondly, after finally contacting someone from Panini about my redemptions, I feel a bit bad that I sent several less than polite responses to threads and called multiple times and left multiple messages. To tell you the truth, I think CS has simply been overwhelmed and backed-up because of the jump into the hockey market. I wasn't making it any better with my impatience.

The people from Panini I have been in contact with seem very knowledgeable and seem to do their job well, and they come across as genuinely sorry about the delays. In fact, I finally just just got a note that replacements are being sent out for my outstanding redemptions.
 
BruinsFan08 said:
I know I posted in the other thread about who's signed thus far, and the only response I've gotten in the thread is "Didn't I PM you about that?" To which the answer was unfortunately no, I seem to fall through the cracks there too. I'm still going to be patient, and assume it's just the growing pains of a new sport for them, but it certainly is frustrating.
Click to expand...

I believe I was referring to my answer to your question about retail products being "tampered" with when I said that.

I try really hard to get on here several times a day and help where I can. It's not part of my job and sort of frowned upon as tying up my time during the day but as a collector myself I hate redemptions too and feel compelled to jump in and move things along.
 
Bulldog24 said:
I believe I was referring to my answer to your question about retail products being "tampered" with when I said that.

I try really hard to get on here several times a day and help where I can. It's not part of my job and sort of frowned upon as tying up my time during the day but as a collector myself I hate redemptions too and feel compelled to jump in and move things along.
Click to expand...

I did get that PM, I know there's pretty much nothing I can do about all that now, but this was more in reference to the CS number and e-mail more than anything. I don't automatically expect you to cater to everyone on the forums, we know it's not your job to keep HI updated with that stuff, haha. I know we're actually lucky to have you checking up on things, and I appreciate it. It's the customer service department's job to handle that stuff on the phone and online, and I've just had no luck with all that. Not trying to burn you, quite the opposite.
 
Bulldog24 said:
I try really hard to get on here several times a day and help where I can. It's not part of my job and sort of frowned upon as tying up my time during the day but as a collector myself I hate redemptions too and feel compelled to jump in and move things along.
Click to expand...

I know me saying this doesn't help the situation at all but going above and beyond what you're "normal" duties are is much appreciated. You've helped me with a couple of my own redemptions and I haven't thanked you publicly for it SO....thanks for stepping outside of what you do to help collectors out. If there's a delay in any of the products, you can point this out as a partial reason :)
 
Is there perhaps any kind of media which would list outstanding redemptions? Like some others I have a redemption pending since November and never an update. 7 months is a bit long to wait.
 
Certified Freshman Fabric Signatures Burmistrov (194) gold /25. I also have a Brodeur Legends Signature from CR pending as well... but that's only since March.
 
Not trying to make a huge deal out of anything, but I have to say that Clint really is going above and beyond for the collectors, especially the HI community. I too had an issue with the online redemption method, it kept telling me my redemption code does not exist. I contacted Clint and he handled it right away. I also had very specific questions about some sets my son and I are working on, and Clint took the time to talk to his people, get the answers along with print runs, and provide it to me in a very timely manner.

I am not telling people to bombard the guy with questions directly or anything, just giving you some insight that he is really doing everything he can to help us out. He does not have complete control over everything at Panini, but he is still willing to take the time to help where he can. The same can't be said for some other company, and if I had asked the questions of this other company, I know for 100% certainty I wouldn't have received a response, or it would have taken months to get the info and the info probably would have been wrong.

So, I know people are frustrated with redemptions and it has been a hobby issue forever, but don't shoot the messenger on this stuff and when a guy is willing to take the time to come here and help us out, don't give him a hard time. If he got ticked off and decided not to help us, where would we be and how hard would it be to get answers?

Sorry for ranting, everyone just breath and try to have a great weekend. Thanks
 
I realize Clint tries hard to address concerns we have here, unfortunately, it seems like problems don't get addressed until we bring them up here. My main beef with Panini is that they seem to lack any sort of accountability when it comes to responding to their customers. I've done my due diligence by going through the proper channels, but have been shut out.

How many emails do I have to send before I should expect a response? 1, 2, 3? How about 8 since April that have been left untouched by Customer Service. I'm not going to waste my time typing out a new request every week if they haven't bothered to respond to the first 8 through a system they created to address these concerns. I've left the ball in Panini's court, waited an ample amount of time and have been left wanting and disappointed.

It's true that Clint has shed light on certain aspects of my concerns through HI, but as he pointed out, this isn't a part of his job and he's not the one I'm waiting on. This whole thread is directed at the people whose job it is.
 
I don't think anyone's complaining about how much Clint (and Al) have really tried to help out here...it's more that we all seem to be having the same experience with the Customer Service department.

I have one remaining Certified redemption (I now know it's Stepan, thanks to Clint :) ), that once a month, I use the Open Requests form on the Panini site to ask for a status update...the last response I got was February I believe...that, to me, is unacceptable. They are the department that should be responding - not Clint.

Clint, maybe you should show the comments in this thread to the brass so they can fix the root of the problem - the non-responsive CS department.


Kev
 
Unfortunately, the people whose job it is don't know that this site even exists. They only see when I bring a thread or a PM do their attention. Our new CS manager just started last week, give her some time to whip them in to shape and get a few more bodies in there.

BTW-Burmistrov has not returned his autos yet.
 
Bulldog24 said:
Unfortunately, the people whose job it is don't know that this site even exists. They only see when I bring a thread or a PM do their attention. Our new CS manager just started last week, give her some time to whip them in to shape and get a few more bodies in there.

BTW-Burmistrov has not returned his autos yet.
Click to expand...

More importantly, do they know the Panini Customer Service site exists?
 
Bulldog24 said:
Our new CS manager just started last week, give her some time to whip them in to shape and get a few more bodies in there.
Click to expand...

Good to know - I've seeen our company go through CS dept. changes, so yes a bit of time is needed, but four months with not even a reply (in my case) is a bit unacceptable. She'd better put some spikes on that whip :giggity:

Kev

PS - assume Stepan just hasn't sent anything in yet still? If I wanted a swap, what do I do, since using the forms doesn't work?
 
KabbyKev said:
PS - assume Stepan just hasn't sent anything in yet still? If I wanted a swap, what do I do, since using the forms doesn't work?
Click to expand...

Best bet, mail it in with instructions for replacement including what teams/platers you collect.


I do have one favor to ask everyone, if I say I'll look in to your redemption, please answer your dang phone when our CS crew does call. Makes me look like the proverbial kid crying wolf when I tell them it's urgent that they call and they don't get an answer. (I'm looking at you cfind).
 

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