New level of poor for Panini customer service....

[manning99]

The long and short of the story is I sent in 3 cards for replacement due to dinged corners and smudged autos. The Bortles specifically, had a dinged corner and blotchy, bubbled auto. Panini refused to replace and sent the exact same 3 cards back to me. When I inquired, this was the explanation I got back. Is this rich....

The note accompanying the card should have mentioned that the card featured minimal damage. Unfortunately we are not able to replace every card. For this reason, we take the level of damage to the card(s) into consideration when determining if repairs can be made or a replacement can be shent. In addition to the fact that an identical card was not available in the library, it was determined by both the damages desk and the customer service manager that the Blake Bortles in question featured minimal damage and was therefore returned.
Thank you for your understanding and have a great day!

[glen87]

scans of the cards available?

[manning99]

Originally Posted by glen87

scans of the cards available?

At work so no scans. But the Bortles had one chipped corner and a bubbled auto, more than enough to warrant replacement

Just spoke Amy at Panini, a real gem. Got me over to David Sharp after we failed to reach a resolution. David then explains to me that this policy has been in place for the last 6 months, after Amy instructs me it's been in place for the entire time she has been with Panini which is 3 years. Anyway, Panini will not replace these 3 cards. David agreed to send something compensatory for the Bortles and call it case closed, but all in all, a policy like this is not encouraging for opening cases in future if damaged card replacement is going to be subjective

[BearsFaninCltNC]

This sucks, well I wont be sending back my Brandin Cooks Contenders that just came from them. It has some major chipping on the back. I will not ever open a pack of panini cards again!

[ejs23]

Originally Posted by manning99

The note accompanying the card should have mentioned that the card featured minimal damage. Unfortunately we are not able to replace every card. For this reason, we take the level of damage to the card(s) into consideration when determining if repairs can be made or a replacement can be shent. In addition to the fact that an identical card was not available in the library, it was determined by both the damages desk and the customer service manager that the Blake Bortles in question featured minimal damage and was therefore returned.
Thank you for your understanding and have a great day!

Translation ---- "The note accompanying the card should have mentioned that you can go f--- yourself. Unfortunately our QC process is so bad we can't replace every damaged card we sell. For this reason, we take the level of damage into consideration... because, you know, why should customers expect undamaged cards? Thank you for understanding that as the exclusive licensed trading card partner of the NFL for years to come, our quality control and customer service will only get worse."


"damages desk?" is that near the "sticker allocation department?"

[JGrahamFan]

Originally Posted by ejs23

Translation ---- "The note accompanying the card should have mentioned that you can go f--- yourself. Unfortunately our QC process is so bad we can't replace every damaged card we sell. For this reason, we take the level of damage into consideration... because, you know, why should customers expect undamaged cards? Thank you for understanding that as the exclusive licensed trading card partner of the NFL for years to come, our quality control and customer service will only get worse."


"damages desk?" is that near the "sticker allocation department?"

I'm pretty sure it's right next to the "I've ventured too far out of the Hockey section so I can troll and complain about the exact same thing and sound like a broken record department."

#stillatool

[Gurds]

OP at least you got something extra in the end. I bought a super jumbo box of 2014 bowman draft at my LCS. The box that the packs were in was in fine condition. I opened the packs, and EVERY card had a dinged corner. I sent everything to Topps and they sent it all back to me with a letter stating it met their quality/control standards. I was so mad I took all the cards they sent back to me and trashed them. My LCS owner who watched me open the box was very mad at Topps and talked to his rep to see if there was something they could get done. He has yet to hear back and this has been at least 4 months now.

Luckily my LCS owner is a great guy and gave me 3 free regular boxes of draft, which he didn't have to as it should have been on Topps to make it right.

[chezball]

Two perfect examples why exclusive deals suck.

[NobodysXHero]

Originally Posted by BearsFaninCltNC

This sucks, well I wont be sending back my Brandin Cooks Contenders that just came from them. It has some major chipping on the back. I will not ever open a pack of panini cards again!

No. But I am willing to bet you'll at least buy singles and still be supporting the monster we've created.

[jcwatchdog]

Originally Posted by manning99

The note accompanying the card should have mentioned that the card featured minimal damage. Unfortunately we are not able to replace every card. For this reason, we take the level of damage to the card(s) into consideration when determining if repairs can be made or a replacement can be shent. In addition to the fact that an identical card was not available in the library, it was determined by both the damages desk and the customer service manager that the Blake Bortles in question featured minimal damage and was therefore returned.
Thank you for your understanding and have a great day!

Now you've learned a valuable lesson and passed that lesson on to others. When you get a minimally damaged card and aren't happy, damage it some more, then send it back.

[bedler]

That customer service section isn't managed correctly and they aren't very helpful these days. Amy just took over that department maybe a year and some change ago and she replaced Rocio which was an asset to Panini. Id send in damaged and id have my replacements in a week when Rocio was there. Back then they would get the player to sign more cards to give you an IDENTICAL if damaged and now 90% of the time they have no identical and they say they not holding tickets anymore because it clutters their area. For 1 thing you should always have some identical replacements....Last year they screwed over so many on 2013 NT, 2014 NT, 2014 Flawless....ETC All the high end they hardly ever have any identical replacements. Panini was the best company IMO but they fell off the wagon and need new management.

[drumstyx89]

The only way this gets fixed is if enough of us complain to the NFL. They hold the power with this situation

[Bo27]

shouldve damaged the cards a little bit more yourself just to make sure you get them replaced.

[KevJo]

Hold on now, "when determining if repairs can be made" What the?

Kevin

[chezball]

For all those guys that keep buying panini.
https://www.youtube.com/watch?v=qdFLPn30dvQ

[freethrowtommy]

Before I cast judgement, I would like to see said damage.

Some people are picky that if it wouldn't grade a BGS 9, the card is damaged (not saying you are, OP).

Panini replacing every card would set a pretty bad precedent that anyone can get their stuff replaced if it isn't a perfect 10.

If the card is thicker, they are known to usually show damage much easier than thin stock. Some of the worst looking cards came out of Topps Inception the first year.

I know it is cool to hate on Panini right now, but there is some information that is missing that would be kind of nice to have.

[ejs23]

Originally Posted by JGrahamFan

I'm pretty sure it's right next to the "I've ventured too far out of the Hockey section so I can troll and complain about the exact same thing and sound like a broken record department."

#stillatool

oh look, my own little Panini fangirl stalker. how special.

i've upset her delicate sensibilities again. does she get 100 Panin rewards points every time she defends them on here?

[HBMC]

I will also join the chorus, I'd love to see the damage. A bubbled autograph is not something I would ever complain about either, that's part of the game.

[pfb11]

Had the same reaction many have already posted: I'd want to see the card(s) before saying anything else.

[geezhound]

Originally Posted by KevJo

Hold on now, "when determining if repairs can be made" What the?

Kevin

I came to post this as well.

I wasn't aware that a "repairs department" existed, or that repairing the card was even an option.
If they offered such a service, I would actually pay them to repair some stuff!

[paul06901]

Originally Posted by freethrowtommy

Before I cast judgement, I would like to see said damage.

Some people are picky that if it wouldn't grade a BGS 9, the card is damaged (not saying you are, OP).

Panini replacing every card would set a pretty bad precedent that anyone can get their stuff replaced if it isn't a perfect 10.

If the card is thicker, they are known to usually show damage much easier than thin stock. Some of the worst looking cards came out of Topps Inception the first year.

I know it is cool to hate on Panini right now, but there is some information that is missing that would be kind of nice to have.

I never thought I'd say/admit this, but I agree with you.

Everyone always jumps the gun at Panini. Let's all take a look at the entire situation.

There are people out there that are TOO picky. I mean, some guys that want BGS 10.5 condition otherwise they will whine and cry. Complete time-wasters.

Don't get me wrong, DAMAGE is something to complain about. But where do we draw the line? What constitutes DAMAGE?!

It's like buying a brand new car and then complaining to the dealer about a scuff on the tire, and a scratch on the undercarriage, then whining to them that you want it replaced with a PERFECT vehicle, 10000000%


Point being, Panini has to draw the line somewhere, otherwise they'll have 1000000 "replacement requests" every damn day. Now, I do understand their QC could be better, and that could avoid some issues. Especially on higher-end products, it's absurd. They just simply pump out products too fast. They value quantity over quality, because quantity makes them more money than quality does.


I'm not saying the OP is guilty of being over-sensitive. But too many people are, and they should be blamed for Panini's denials ... not Panini themselves. Panini honestly doesn't need to do anything, but they do honor many requests for replacements.



Don't get me wrong, there are plenty of things to bash Panini for. But some of the things people really need to understand the entire picture, and put themselves in Panini's shoes. You try to figure out a way to handle everything perfectly and make everyone happy while staying profitable? They simply can't put out only 1 set per year that is hard-signed, BGS 10 condition, etc. etc. So, as buyers, we should be going into the products with knowledge of them.

We know certain sets are prone to chipping, and guess what ... when we buy boxes of those cards, they are sometimes chipped! We know that sets like Museum collection have smudged autos ... and guess what, if you buy a sealed box they will have smudged autos!


It's up to collectors to do their due diligence instead of always whining to the manufacturers about something. NOBODY FORCES YOU TO SPEND YOUR MONEY ON THE CARDS, SO DO YOUR RESEARCH OR DON'T BUY THEM.



Now, to round this up ... I don't work for Panini and I actually have about a billion things in my mind they do wrong. And I'm not accusing the OP of having cards not worthy of 'damage' necessary for replacement. I just think that, to add on to what freethrowtommy said, people need to understand the entirety of the situation before always jumping to conclusions based on the surface details.

[Archangel1775]

You should post a scan. Not all autos are going to be a perfect 10.

[freethrowtommy]

Originally Posted by paul06901

I never thought I'd say/admit this, but I agree with you.

Everyone always jumps the gun at Panini. Let's all take a look at the entire situation.

There are people out there that are TOO picky. I mean, some guys that want BGS 10.5 condition otherwise they will whine and cry. Complete time-wasters.

Don't get me wrong, DAMAGE is something to complain about. But where do we draw the line? What constitutes DAMAGE?!

It's like buying a brand new car and then complaining to the dealer about a scuff on the tire, and a scratch on the undercarriage, then whining to them that you want it replaced with a PERFECT vehicle, 10000000%


Point being, Panini has to draw the line somewhere, otherwise they'll have 1000000 "replacement requests" every damn day. Now, I do understand their QC could be better, and that could avoid some issues. Especially on higher-end products, it's absurd. They just simply pump out products too fast. They value quantity over quality, because quantity makes them more money than quality does.


I'm not saying the OP is guilty of being over-sensitive. But too many people are, and they should be blamed for Panini's denials ... not Panini themselves. Panini honestly doesn't need to do anything, but they do honor many requests for replacements.



Don't get me wrong, there are plenty of things to bash Panini for. But some of the things people really need to understand the entire picture, and put themselves in Panini's shoes. You try to figure out a way to handle everything perfectly and make everyone happy while staying profitable? They simply can't put out only 1 set per year that is hard-signed, BGS 10 condition, etc. etc. So, as buyers, we should be going into the products with knowledge of them.

We know certain sets are prone to chipping, and guess what ... when we buy boxes of those cards, they are sometimes chipped! We know that sets like Museum collection have smudged autos ... and guess what, if you buy a sealed box they will have smudged autos!


It's up to collectors to do their due diligence instead of always whining to the manufacturers about something. NOBODY FORCES YOU TO SPEND YOUR MONEY ON THE CARDS, SO DO YOUR RESEARCH OR DON'T BUY THEM.



Now, to round this up ... I don't work for Panini and I actually have about a billion things in my mind they do wrong. And I'm not accusing the OP of having cards not worthy of 'damage' necessary for replacement. I just think that, to add on to what freethrowtommy said, people need to understand the entirety of the situation before always jumping to conclusions based on the surface details.

I marked this day on the calendar...

[KevJo]

OP, did you deal with Panini in Texas USA or Panini Canada?

Kevin

[goodole13]

At times, I find it hard to believe grown men are complaining about such things.