Wednesday, January 5, 2011

A Positive Outcome From Topps After Receiving Bad Redemptions-But

I posted the following on October 28th-

Topps customer service is still a joke even with their videos saying how things have improved.

I recently purchased 5 boxes of 2009 Topps Ticket To Stardom and received 2 redemption cards. Both were for a Matt Cain Auto Relic. I posted one on ebay buy it now and the person who won it contacted me all upset saying that the redemption was no good. I then went to redeem the other one I have and that too was no good. The redemption card is to be good until 9/30/2012. I gave the person a full refund. How could the codes be bad when it came straight from the pack?
I contacted Topps and they have told me that I have to send the card in. No apologies and no attempt to take care of the problem online like they claim they will now. Why? Only an answer of that is the only way to do it. I will now be charged for envelope, postage and delivery confirmation to ship it. How about time at post office? The cards value is lost after these charges. I can give large scans of the cards to them but that for some reason is unacceptable. I can scan the bar codes from the boxes but that is unacceptable. Why?

I have contacted the Better Business Bureau on the matter. I will update when I get their response.

Topps has no respect for the customer.

Update-After Topps was contacted by the Better Business Bureau I received 4 cards in the mail.  They were autographs of Barry Bonds, Dustin Pedoria, Steve Garvey and Andy Pafko.  Now for me this was a good outcome.  I was satisfied.  However, I have 2 questions for Topps. 
1. Why didn't you just send a Matt Cain autograph card to make up for the situation send 2.  What if I was a Matt Cain or Giants fan?  Seemed kind of odd to me but again I did better with what I received so I personally can't complain.
2. Why didn't you fix the problem before forcing me to go to the Better Business Bureau?  Wouldn't it have been better customer service to help someone out to start than make them and you go through all the steps?  What if I was a beginning collector?  Possibly a life long customer would have been lost. 
A good outcome for me but somehow I think it could have been easier all around if customer service had a better response to start.

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