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JSA CUSTOMER SERVICE : WHAT A JOKE !

Hi Everyone,
I thought I would share this story with you all. In my collection I have a flag from the 2000 USPGA championships that has been signed by 17 champions and has been to JSA for examination and authentication. On Dec 4th 2013 I informed JSA that there was an error on the letter they issued in which they state the flag is signed by just 16 champions.

It's a full letter so a photo of the flag showing all 17 signatures is there on the letter itself.

Even though JSA had carried out the authentication they came back and still required further, detailed scans of the flag and letter. No admission of mistake.

After numerous e mails, that received no reply from the company, here we are SIX WEEKS later and only now are they admitting the mistake.

Now, wait for it, they will not issue a replacement (and correct) letter unless I pay to return their erroneous letter FIRST or pay a $25 re-print fee!
They want ME to pay to correct THEIR mistake and they write, and I quote :

"I am sorry sir but that is our policy"

How surreal, unfair and illegal is that?

Happy New Year to everyone and all best wishes for 2014 and successful collecting.

David

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Replies to This Discussion

Permalink Reply by Randy on January 10, 2014 at 7:56pm

David,

I fully understand your frustration with this situation. Your logic as to an easy solution on their part that is convenient for you is understandable but they don't operate that way.

They will send the corrected LOA if you return the original. You will likely receive an apology as well for their error.

They are not the bad guys. They have policies and although I understand their policies are even more inconvenient if you live in New Zealand, they are not asking you to do anything more than they would of any other customer.

They knew you would not likely pay $25 for a duplicate LOA. That is their way of insuring they get the original out of the market.

By the way, what is missed in this whole discussion is what a nice piece of memorabilia you have.

Good luck with getting the corrected letter. Let us know down the road how it turns out.

I have known the owner of JSA for many years and he has a lot of integrity. Unfortunately, they have become so big that he doesn't likely know about issues such as yours or get involved in any customer service functions.

Randy

Permalink Reply by wascher on January 11, 2014 at 4:36am

It's 25.00 if he does not return the bad COA.  They don't charge him if he sends it back.  They just replace it with the correct copy.

Permalink Reply by David Wright on January 11, 2014 at 10:01am

Hi everyone - JUST TO CLARIFY & CONCLUDE ... it is NOT the mistake that JSA made that upset me and caused me such distress (goodness, if I had 50cents for every mistake I'd made in my life I'd now be sipping vintage Diet Coke, sitting on the beach of my private island in the Caribbean entertaining Johnny, Keira, Orlando and Geoffrey as they shoot the next movie in the series !!) ... rather it is the MANNER in which JSA handled this matter.

Unanswered e mails, long periods of silence, repeated requests for the same information/information already submitted, failure to quickly acknowledge the error, demands that first letter be replaced before they will act (rather than concurrently as I have always been willing to return the original) and then a $25 "re-print" fee (only) if I don't want to return the original.

It is this MANNER of attending to me (a customer) that caused the distress and stimulated me to share the story here.

Okay - JSA were contracted to provide a service and a correct LoA and they haven't done that - human error, we all make mistakes. No problem with that at all.

JSA and I clearly have different approaches to the manner in which customers should be handled - but, so be it.

What should have been a really simple thing to resolve turned in to a nightmare for me :(

Anyway, thanks to all the sharing here (a problem shared is a problem decimated) and a good night of sleep I'm just going to send the erroneous letter back and have done with it.

I'll move on and get back to actually enjoying autographs and autograph collecting :)

MANY MANY thanks to you all - what a truly great community you are :)

Best wishes

David

Permalink Reply by wascher on January 11, 2014 at 10:30am

Do let us know if things get better after they get it back David. :) I for one, hope it does.  And I hope its done in a speedy manner.  I would make sure to get someone's actual name to send it to though there, someone who knows what's happened.  That way it does not get delayed any further.

-w

Permalink Reply by David S on January 11, 2014 at 1:29pm
I hope everything gets resolved with this, David. Having something lingering like this is annoying!

Just to add my experience with JSA customer service...I've had a few issues in the past year with items not showing in their database and one LOA inconsistency. I emailed them and heard back very quickly. I did have to send in my LOA, but both problems were resolved in an efficient timely manner.
Permalink Reply by David Wright on February 3, 2014 at 2:40pm

UPDATE AS AT 04-FEB-2014 : Replacement LoA received from JSA so credit where it is due ... top marks for finally replacing.

Permalink Reply by wascher on February 3, 2014 at 2:43pm

Great to hear David, and thanks for updating us all too.  A hassle to be sure!  But finally taken care of. 

-w

Permalink Reply by Mykaphobic on February 3, 2014 at 3:13pm
Do you remember how much it cost you to send it back?
Im in Australia and had a problem with an item before (different to your problem) but they wanted proof of postage that cost me like $40 to send from Australia.
Permalink Reply by David Wright on February 3, 2014 at 6:04pm

G'day mate, cost NZ$24 for the trackable letter :) Cheers, David.

Permalink Reply by wascher on February 3, 2014 at 6:08pm

Did they reimburse the postage?  I would have asked them to do that as well.

Permalink Reply by David Wright on February 3, 2014 at 6:14pm

G'day Wascher. that would have been nice but they told me right up front that the return of the erroneous letter would have to be at my expense as it is not their policy to refund\reimburse. Cheers, David.

Permalink Reply by wascher on February 3, 2014 at 6:37pm

OK, now that I do have a problem with.  Had it only been a couple of bucks I would have just eaten it, but not at that cost.  I think now that you have the correct COA you should call back and ask to speak to someone higher up.  And yes I'm back tracking on what I said earlier but that's because I figured it would be just a few bucks with tracking option  (that method in the U.S. doesn't cost much).

 

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