PSA “Customer Service”

[seanbros55]

Grades popped last Friday 1.26, and I immediately contacted PSA (before they even shipped) because they mislabeled a card that is a Flip Stock as a regular base card. (Admittedly my mistake for not noticing when I got the “review your order” email…)

Anyway, 8 days and 3 additional email inquiries later and nothing but crickets…

#ThanksPSA

Rant over.

[jetcollectibles]

Originally Posted by seanbros55

Grades popped last Friday 1.26, and I immediately contacted PSA (before they even shipped) because they mislabeled a card that is a Flip Stock as a regular base card. (Admittedly my mistake for not noticing when I got the “review your order” email…)

Anyway, 8 days and 3 additional email inquiries later and nothing but crickets…

#ThanksPSA

Rant over.

Had the same thing happen and unfortunately you are out of luck. Once grades pop, there's no stopping it before they head out. You'll have to submit a CRC request once you get it back in hand and go through that process which can be equally frustrating. I've had some get back to me within 2-3 weeks and others take 1-2 months.

[seanbros55]

Originally Posted by jetcollectibles

Had the same thing happen and unfortunately you are out of luck. Once grades pop, there's no stopping it before they head out. You'll have to submit a CRC request once you get it back in hand and go through that process which can be equally frustrating. I've had some get back to me within 2-3 weeks and others take 1-2 months.

Totally understand that. In my industry, I always have people try to change/cancel orders after they have been palletized, picked up by UPS, etc. Impossible, I know.

Was expecting to hear from them by now since they claim 3 business days response time, hoping to get this ridiculously long process started ASAP. The only reason I’ve hammered them 4 times was because a while back I waited 4 days to open a box and had a cracked slab and they said they need to be notified of any issues with orders within three days, otherwise void. Guess that street only goes in one direction…

[TXRunner]

Similar experience here. I have contacted them via their online form several times since December and have not received any reply back to those. I had to call in, wait 45 minutes when I was #2 in the queue, to be told they couldn’t help me and had to send a request to another department but would email me to summarize the conversation. Surprisingly the email did come through. When my stuck order, which is now 25 days past expected completion date, is still not moving I emailed the person back to ask for an update and no reply. I sent another inquiry last week via the form and no response.

Customer service pretty much is non existent at PSA.

[gododgersfan]

I don't even bother when I see a label error during the review. I know I just have to submit a CRC request when I get the card back. PSA knows they don't have to go the extra step here. My other options: BGS, SGC, and etc. No thanks.

[Haigo]

One order of mine the cards were all scanned upside down, I messaged them but they never corrected the images. This past order 40% of the scans are missing didn't even bother messaging them.

[yoyosh]

Originally Posted by gododgersfan

I don't even bother when I see a label error during the review. I know I just have to submit a CRC request when I get the card back. PSA knows they don't have to go the extra step here. My other options: BGS, SGC, and etc. No thanks.

Unfortunately this is 100% correct.
I've contacted PSA during the process many times about the flip being mislabeled (or more specifically just labeled WRONG in the case of many tickets where I'd like a specific event mentioned), it's never fixed.
I always have to get the item back, submit the label correction form and send the item back. It's ri-gdamn-diculous!

Also, the amount of modern cards being sent back as "N9" (and no other explanation) has really accelerated recently. Makes zero sense, and most times I just re-sub and card gets graded the 2nd time around.

https://www.blowoutforums.com/showthread.php?t=1549385

[collective]

It's truly astonishing just how little the major grading companies invest in customer service

[zdawgs]

Originally Posted by collective

It's truly astonishing just how little the major grading companies invest in customer service

If PSA invested in customer service, they would destroy the other companies even more (especially the #2 grader SGC as that is what makes many go to them instead of PSA)

[seanbros55]

Thanks for the additional info guys, I didn’t know there was a separate page for label correction. Hopefully that gets a faster reply than my previous 4 attempts on the main customer service page.

[Wisztradamous]

Originally Posted by seanbros55

Thanks for the additional info guys, I didn’t know there was a separate page for label correction. Hopefully that gets a faster reply than my previous 4 attempts on the main customer service page.

I've had a lot of luck getting in touch with PSA Customer Service. Turn on your Psycho Vibe and literally have the number ready to dial the moment the clock on your phone switches to when they open (it's 10 am here on the east coast). If you don't know your prompts, you'll have to wait like 45 min (but you can have them call you back). If you know your prompt to hit, I usually hit 5 (I think) and I'll get second usually.. maybe third.

[jtclockwork]

Originally Posted by gododgersfan

I don't even bother when I see a label error during the review. I know I just have to submit a CRC request when I get the card back. PSA knows they don't have to go the extra step here. My other options: BGS, SGC, and etc. No thanks.

PSA has fixed an error for me in this phase before. Saved me a lot of hassle by just contesting it. It was an obvious name misspelling. If it's something more contentious than that then you are probably out of luck.

[seanbros55]

Thanks again for the additional info guys.

To their credit, the label correction process/response time was very fast. Card is on its way back to PSA.

To their discredit, I get to pay $19.99 for return shipping for them to fix their mistake, so I’m essentially having to pay for my card to get reslabbed due to their error.

They never miss an opportunity to disappoint.

[newcokeandtaco]

Originally Posted by seanbros55

Thanks again for the additional info guys.

To their credit, the label correction process/response time was very fast. Card is on its way back to PSA.

To their discredit, I get to pay $19.99 for return shipping for them to fix their mistake, so I’m essentially having to pay for my card to get reslabbed due to their error.

They never miss an opportunity to disappoint.

You will not be charged for an approved CRC request. The emails they send include this part:
5. On Step 5 - Shipping and Billing, select the return shipping address of your choice, click on "Insured Shipping", and provide a valid payment method. Please rest assured you will not be charged for this submission, and it is simply required at this time through the Online Submission Center.

[seanbros55]

Originally Posted by newcokeandtaco

You will not be charged for an approved CRC request. The emails they send include this part:
5. On Step 5 - Shipping and Billing, select the return shipping address of your choice, click on "Insured Shipping", and provide a valid payment method. Please rest assured you will not be charged for this submission, and it is simply required at this time through the Online Submission Center.

Well that’s good to know!

Guess I better quit bashing on them.

Thanks!

[Archangel1775]

I've actually had really good experiences for both times I've had issues.

[KGD54]

If this situation occurs is a person better off having that card sent to the vault instead of home, then having the CRC go from vault to PSA to get a new flip? Curious if anyone has insight on that

[Chy]

Originally Posted by KGD54

If this situation occurs is a person better off having that card sent to the vault instead of home, then having the CRC go from vault to PSA to get a new flip? Curious if anyone has insight on that

If you want to keep it in the vault then definitely let it go to the vault. It’s really easy if it’s in the vault as you don’t have to deal with shipping it back to them. They will pull it from your vault, slab it and put it back and you don’t have to do anything once you submit the error.

[thenightman]

I had an issue where they mislabeled a card. I reached out, via email, to CS, and they told me I was wrong and the card was appropriately labeled. I came back with pictures showing how they, in fact, were wrong. The next person that contacted me walked me through the CRC process. Got it back last week, labeled accurately.