It’s update time! If you remember this post (and I’m sure you do) then you know I received an extremely beat up Taylor Hall card in my box of 2012-13 Upper Deck Series I. Well I eventually got around to gathering all of the paperwork needed to send it back to Quality Assurance to get it swapped out. Their disclaimer said it would take about 6-8 weeks to process so I promptly forgot about it because I have the attention span of a squirrel.
Right after Christmas I received a padded envelope from Morrisville, NC. I have never heard of Morrisville (named after Jeremiah Morris and located in the heart of the Research Triangle) so my first thought was that this was a late Christmas gift or some elaborate packaging for a credit card offer. Imagine my surprise when I opened it on the table and out spilled:
|Still weird to see orange and not have it be a Flyers card.|
That’s right, an exact replacement of the card,down to the same color swatch, I sent in free of damaged corners or mangled sides. But that wasn't all. Right next to it was a bonus card:
|It's like early 2000s card designs never left!|
A 2012-13 Requisite Radiance card of Carl Hagelin. I’m not sure if Upper Deck reads this blog, but they nailed two of my favorite things about cards – die-cut and shiny (if only they had put acetate on it!). I’m not a fan of the background – kind of busy for my tastes, but still a nice card.
Even better, it was a nice gesture by a company that is a leader in an industry that all too often gets slammed for poor customer support. Working in the hospitality business like I do, I've learned that it’s the unasked for gestures that really make a difference. I would have been perfectly happy if Upper Deck had just returned a clean copy of the card I sent in, instead by including the extra card makes me more likely to actually buy series II of this set and make a half-hearted attempt to finish the base set.
The process itself was relatively painless. I went to the Upper Deck site and found the email address for Quality Assurance. I exchanged a few emails and was assigned a case number which I popped onto the envelope and mailed off with the required documents.
I’m glad that the guy at Pittsburgh Sports Cards took the time to write out a receipt when I bought the box. At card shows it is way too easy to forget that step and then I’m sure things would have been a lot harder.
Since I dragged my feet a little mailing the card back I’m not sure of the actual processing time it took, but it wasn't more than 4 weeks. The cards came in a padded envelope and individually secured in penny sleeves and top loaders along with a typed letter of apology. I really couldn't have asked for better service.
As bloggers we’re quick to point out when things go wrong, so it’s nice to write a post where I get to point out some good things about a company. So kudos to Upper Deck Hockey. Good job!
Now let’s see how long it takes Topps to redeem that auto/relic card I sent in!
I'm glad this had a happy ending, and they didn't send a plain white swatch. And 4 weeks is not a bad turn around time.
And being a Rangers fan, I have to say that that Hagelin card is very nice. But like you, I feel the background is a little too busy as well.
Glad to hear they replaced it.
I think Upper Deck has excellent customer service. I rip on some of their practices, especially the "Frankencards."
But their customer service is usually top-notch. They were also super-cool at The National in Chicago back in 2011 (though those might have been marketing and not CS people).
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