Posted: 1/28/2015 9:38:17 PM EDT
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Ok.... since there seems to be some confusion, let me edit this rant a bit:
Last night talked with my folks on the phone, and they dropped this little ditty on me.... My birthday is 1/29. A month ago, my folks asked me what I wanted. Since I live in Columbia, I told them just to get me a PSA gift card, so I could spend even more money than the thousands I've already spent in the stores. I have always been was aware that there are customer service issues, and shipping delays for just about anything product related from PSA. I've kept my lips pretty tight until now. THREE WEEKS AGO - my Dad ordered a GIFT CARD online. Website says he'll get a confirmation email. That confirmation email doesn't come. My folks wait a week or so, and start to get worried. They wait a few days longer, and decide to call. This was the middle of last week. My Dad calls customer service, only to get some clueless individual who claims that she can't look up the order number. Both my parents called on three different occasions, and not one person could even confirm that they ordered a gift card online. During the last call, my Dad stressed the urgency of the situation - that they had ordered it three weeks ago, and they wanted it to get to me by 1/29. He asked the CS rep if he ordered it three weeks ago, if she thought it'd get there by tomorrow 1/29. Her response: "I guess, if you're lucky." Since no one could even confirm the order, and slightly in a panic, my parents ordered ANOTHER gift card in the middle of last week, thinking maybe the original order was lost, and they'd try AGAIN to get the GC in the mail. Again.... No email confirmation from the website that they even purchased the gift card. Suddenly..... TODAY 1/28 (three weeks from when the original GC was purchased) they get email confirmations for BOTH Gift Cards, confirming UPS shipment. Oddly enough, ONE of them arrived today at my house 1/28, the same day my parents got both email confirmations. PSA should be embarrassed and ashamed at the total lack of customer service that the company is providing. Yeah... this post is confusing to read, and it's mainly confusing because the CS situation is so absurd... I feel that their total lack of any customer service standard (particularly in this instance) is pretty much equivalent to defrauding people out of money. IMO the CS situation, total ambivalence, and essentially willful neglect to try confirm for my folks that GC #1 order even existed, led my parents to panic and purchase another. Now my folks are out 2x the cash they intended to spend. In my mind, that willful neglect from CS is akin to theft. I mean, what company can't effectively sell and customer service a Gift Card purchase? |
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Quoted:
So... just got off the phone with my folks, and they dropped this little ditty on me.... My birthday is tomorrow. My folks asked me what I wanted about a month ago. Since I live in Columbia, I told them just to get me a PSA gift card, so I could spend even more money than the thousands I've already spent in your stores. Of course living in Columbia, and having even ordered things online while living in town, I was aware that there have been customer service issues, and that there can be shipping delays for just about anything product related from PSA. I've kept my lips pretty tight until now. THREE WEEKS AGO - my Dad ordered a GIFT CARD online. Website says he'll get a confirmation email. Confirmation email never comes. My folks wait a week or so, and start to get worried. They wait a few days longer, and decide to call. Middle of last week, my Dad calls customer service, only to get some clueless individual who claims that she can't look up the order number. Both my parents called on separate occassions, and no one could answer the question that they even had an order for a gift card. During the last call (which my Dad also made), he stressed the urgency of figuring out the situation so as to get the gift card to me by my birthday. He asked the CS rep if he ordered it three weeks ago, if she thought it'd get there by tomorrow 1/29. Her response: "I guess, if you're lucky." In a panic, middle of last week, my parents ordered ANOTHER gift card (let me stress again ... GIFT CARD), thinking maybe the order was lost, and they'd try AGAIN to get the GC to me by tomorrow. Again.... No email confirmation. Suddenly..... TODAY ... they get an email confirmation for BOTH Gift Cards, confirming UPS shipment. You folks should be embarrassed and ashamed at the total lack of customer service that your company is providing. Furthermore, your lack of any standard of customer service in this instance (in my opinion) is pretty much the equivalent of defrauding people out of money. Should be additionally embarrassing that my old man is a retired veteran, with 35 years in... Way to go PSA. Your customer service has been reduced to not even being able to handle a gift card transaction, and stealing money from customers. While I totally see your frustration my brain is zeroing in on one point......what does your dad being a vet have to do with anything at all? |
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I said, in my opinion, the lack of customer service in this instance (not even being able to find the order(s)) seemed pretty equivalent to fraud. No effort at all to refund one, or to find a solution.
Particularly the response of the CS rep, essentially stating, "oh well... if you're lucky, you'll get the card." Understand that CS was called 3x to try and track down the order, or to inquire about the purchase. No answer, no solution, no effort (from my perspective) = willful negligence = "Screw you, we've got your money, if it gets there, it gets there..." Second - the veteran piece is just comical to me, due to the fact that they offer discounts for veterans in store, as a "proud statement of their support" The veteran lesson being.... You never know who's on the other line.... Just because you talk the talk in your store, doesn't mean anything if you're screwing one on the back end. |
| May want to change one, because you said her "if you're lucky" reply was in relation to getting it by the next day. Big difference between that and you may get it at all. I agree their customer service is ridiculous a good portion of the time, but I just don't order anything I can't wait for (not saying that makes the service any better). |
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Order was placed 3 weeks ago. Calls were made last week. Statement by CS rep was made last week.
Wasn't in relation to next day receipt. They called last week, regarding an order placed 3 weeks ago, to find out if there was any chance of it getting here by today/tomorrow. Again.... zero email notifications confirming that the transactions even occurred. |
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Ok. Well that's not what, "He asked the CS rep if he ordered it three weeks ago, if she thought it'd get there by tomorrow 1/29.Â
Her response: "I guess, if you're lucky."Â means to me. But whatever. I can see how it may seem like a gift card transaction would be different, especially if you thought it was emailed, but I imagine most of us have ordered something from therm where we never heard anything until it actually shipped. |
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Ok, so im confused.
in the beginning you say youll get the card via email, then in the end you had 2 shipped and received one physically so far? I agree their C.S. in this instance sucked ass, but im still confused on how its gone from email to physical in hand. the whole gift card situaiton, in my opinion has been a cluster since day 1 rollout. |
 Quoted:in the beginning you say youll get the card via email I don't think he's trying to say the gift card will come via email, but that his parents never received the confirmation email that their order was placed for the gift card. Idk though, the whole op was just confusing. |
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The gift card came within 15 days, just like the website says. I don't understand why you/your parents were so worried and had to tie up the phone lines begging CS for updates. They could just log into their account and verify the order is pending and then sit back and wait like any sane person.
IMO this is why the wait times are so long and people complain about not being able to speak with anyone when they call - everyone is busy holding hands with the incompetent and impatient. |
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Quoted:
The gift card came within 15 days, just like the website says. I don't understand why you/your parents were so worried and had to tie up the phone lines begging CS for updates. They could just log into their account and verify the order is pending and then sit back and wait like any sane person. IMO this is why the wait times are so long and people complain about not being able to speak with anyone when they call - everyone is busy holding hands with the incompetent and impatient. And this is compounded when the ones doing the hand holding are incompetent mouth breathers themselves. It's pretty sad when a gift card has the same shipping time restraints as regular merchandise because it's not like there's an aisle in the warehouse that holds all of the gift cards and someone has to go "pick" the order. That said, this just makes it that much more evident that if you're needing something in a timely manner, you don't order it from PSA. Fool me once, shame on you. Fool me twice, shame on me. |
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Quoted:
The gift card came within 15 days, just like the website says. I don't understand why you/your parents were so worried and had to tie up the phone lines begging CS for updates. They could just log into their account and verify the order is pending and then sit back and wait like any sane person. IMO this is why the wait times are so long and people complain about not being able to speak with anyone when they call - everyone is busy holding hands with the incompetent and impatient. This. And in my experience, an order can always be pulled up if you give them the right order number or at least the name on the order... |
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Quoted:
And this is compounded when the ones doing the hand holding are incompetent mouth breathers themselves. It's pretty sad when a gift card has the same shipping time restraints as regular merchandise because it's not like there's an aisle in the warehouse that holds all of the gift cards and someone has to go "pick" the order. That said, this just makes it that much more evident that if you're needing something in a timely manner, you don't order it from PSA. Fool me once, shame on you. Fool me twice, shame on me. Quoted:
Quoted:
The gift card came within 15 days, just like the website says. I don't understand why you/your parents were so worried and had to tie up the phone lines begging CS for updates. They could just log into their account and verify the order is pending and then sit back and wait like any sane person. IMO this is why the wait times are so long and people complain about not being able to speak with anyone when they call - everyone is busy holding hands with the incompetent and impatient. And this is compounded when the ones doing the hand holding are incompetent mouth breathers themselves. It's pretty sad when a gift card has the same shipping time restraints as regular merchandise because it's not like there's an aisle in the warehouse that holds all of the gift cards and someone has to go "pick" the order. That said, this just makes it that much more evident that if you're needing something in a timely manner, you don't order it from PSA. Fool me once, shame on you. Fool me twice, shame on me. Why should a gift card order get to skip to the front of a line that is 100,000 people long? You place an order and you wait your turn, regardless of what was ordered. If there was an e-gift card option then it could be sent out automatically but with a physical card someone still has to pick it up, load it, and ship it out, just like an upper receiver. |
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Quoted:
In my mind, that willful neglect from CS is akin to theft. You were on a roll until this Quoted:
That said, this just makes it that much more evident that if you're needing something in a timely manner, you don't order it from PSA. Fool me once, shame on you. Fool me twice, shame on me. People can't seem to accept this - or do any research before purchasing 
Quoted:
Why should a gift card order get to skip to the front of a line that is 100,000 people long? You place an order and you wait your turn, regardless of what was ordered. Agreed. Feel free to bitch about the lack of e-gift cards, but this current argument is dildos. YMMV |
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I didn't mean to say someone should get pushed to the head of the line just because they ordered a gift card. BUT...as is already the case, some items ship faster than others. Product that needs to be "built" takes longer to ship than product that doesn. With that in mind, one would think it shouldn't take 15 business days to ship a gift card that is more than likely sitting in someone's office and not buried in the warehouse or sitting in line in the manufacturing department.
One determining factor of when a product ships should depend on when its available to ship. Surely a gift card should be available to ship immediately. Of course, we are talking about PSA's shipping department. 
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Quoted:
I didn't mean to say someone should get pushed to the head of the line just because they ordered a gift card. BUT...as is already the case, some items ship faster than others. Product that needs to be "built" takes longer to ship than product that doesn. With that in mind, one would think it shouldn't take 15 business days to ship a gift card that is more than likely sitting in someone's office and not buried in the warehouse or sitting in line in the manufacturing department. One determining factor of when a product ships should depend on when its available to ship. Surely a gift card should be available to ship immediately. Of course, we are talking about PSA's shipping department. agreed 100% One would think they would have their own group wthin the order fulfillment group, that handles nothing but giftcards, and would fill those orders as they come in. E giftcards would be cool, but its a hell of a security risk. |
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agreed 100% One would think they would have their own group wthin the order fulfillment group, that handles nothing but giftcards, and would fill those orders as they come in. E giftcards would be cool, but its a hell of a security risk. Quoted:
Quoted:
I didn't mean to say someone should get pushed to the head of the line just because they ordered a gift card. BUT...as is already the case, some items ship faster than others. Product that needs to be "built" takes longer to ship than product that doesn. With that in mind, one would think it shouldn't take 15 business days to ship a gift card that is more than likely sitting in someone's office and not buried in the warehouse or sitting in line in the manufacturing department. One determining factor of when a product ships should depend on when its available to ship. Surely a gift card should be available to ship immediately. Of course, we are talking about PSA's shipping department. agreed 100% One would think they would have their own group wthin the order fulfillment group, that handles nothing but giftcards, and would fill those orders as they come in. E giftcards would be cool, but its a hell of a security risk. How about a group dedicated to BCGs, and a group dedicated to lower parts kits, and a group dedicated to barreled uppers, and a group dedicated to optics, and a group dedicated to stocks? Or how about keeping it simple so they don't fall even more behind? |
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Quoted:
The gift card came within 15 days, just like the website says. I don't understand why you/your parents were so worried and had to tie up the phone lines begging CS for updates. They could just log into their account and verify the order is pending and then sit back and wait like any sane person. IMO this is why the wait times are so long and people complain about not being able to speak with anyone when they call - everyone is busy holding hands with the incompetent and impatient. So the fact that on 3 separate calls PSA CS couldn't tell them anything about the purchase or even confirm that is had been ordered is normal? A sane person should expect it takes 15 days to ship a gift card? And all the while not get an email confirmation that the PSA said they should get? That is not the reality of 2015. Except for PSA 2015. As far as logging into their account (unless things have changed with the new system) I had orders that still showed pending right before the system change that were from years before. Since I've only ordered twice under the new system I will say that something saying Pending is nice but doesn't make up for lack of an email that PSA states the customer will receive, and CS not even able to look up a GC order. Processes at PSA are fundamentally broken; and management doesn't care, or doesn't have the knowledge and skill to fix it, or is content with how things are. None of which changes the Fail from the normal consumer point of view. PSA has some good products, and sometimes has great prices. But outside of PSA and the fans, it still looks (and is) broken. I ordered a lot from PSA, but I haven't ordered much for about two years. Because it became clear that only insane people, those afflicted with BRD, and ARFcommers order from PSA. The rest of the world doesn't live in the PSA reality distortion bubble. Enough people evidently live within the bubble to support PSA, and that is wonderful for PSA. Just don't tell the average non-Fan that they shouldn't expect the type of service that every other company in the 2015 economy provides. Enjoy your PSA-bubble, but please understand that (non-Fan) customer impatience is based on PSA's incompetence. |
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Quoted:
Ok.... since there seems to be some confusion, let me edit this rant a bit: Last night talked with my folks on the phone, and they dropped this little ditty on me.... My birthday is 1/29. A month ago, my folks asked me what I wanted. Since I live in Columbia, I told them just to get me a PSA gift card, so I could spend even more money than the thousands I've already spent in the stores. I have always been was aware that there are customer service issues, and shipping delays for just about anything product related from PSA. I've kept my lips pretty tight until now. THREE WEEKS AGO - my Dad ordered a GIFT CARD online. Website says he'll get a confirmation email. That confirmation email doesn't come. My folks wait a week or so, and start to get worried. They wait a few days longer, and decide to call. This was the middle of last week. My Dad calls customer service, only to get some clueless individual who claims that she can't look up the order number. Both my parents called on three different occasions, and not one person could even confirm that they ordered a gift card online. During the last call, my Dad stressed the urgency of the situation - that they had ordered it three weeks ago, and they wanted it to get to me by 1/29. He asked the CS rep if he ordered it three weeks ago, if she thought it'd get there by tomorrow 1/29. Her response: "I guess, if you're lucky." Since no one could even confirm the order, and slightly in a panic, my parents ordered ANOTHER gift card in the middle of last week, thinking maybe the original order was lost, and they'd try AGAIN to get the GC in the mail. Again.... No email confirmation from the website that they even purchased the gift card. Suddenly..... TODAY 1/28 (three weeks from when the original GC was purchased) they get email confirmations for BOTH Gift Cards, confirming UPS shipment. Oddly enough, ONE of them arrived today at my house 1/28, the same day my parents got both email confirmations. PSA should be embarrassed and ashamed at the total lack of customer service that the company is providing. Yeah... this post is confusing to read, and it's mainly confusing because the CS situation is so absurd... I feel that their total lack of any customer service standard (particularly in this instance) is pretty much equivalent to defrauding people out of money. IMO the CS situation, total ambivalence, and essentially willful neglect to try confirm for my folks that GC #1 order even existed, led my parents to panic and purchase another. Now my folks are out 2x the cash they intended to spend. In my mind, that willful neglect from CS is akin to theft. I mean, what company can't effectively sell and customer service a Gift Card purchase? We apologize for the inconvenience. We are currently looking into the issue regarding confirmation emails and we hope to have the problem resolved soon. When contacting customer service, it is extremely helpful to our reps if the caller provides the order number. If the order number is not available, please be sure to provide the name on the order exactly as it was entered. Because the system does not always send an email confirmation, it may be best to write down the order number at the end of the checkout process. If this information is not provided, it may prove difficult to find your order in our systems. If you wish to void one of the gift cards and receive a refund for it, please contact me via IM with any order information you may have. Thank you. |