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Authenticity is Everything
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
Replies to This Discussion
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Permalink Reply by David Wright on
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G'day William, then I pay for an international call from NZ to the USA for a matter that they could have fixed in five minutes - correct the typo, print out a new letter, pop a stamp on the envelope and mail. Sadly, all too difficult for JSA :( Cheers, David.
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Permalink Reply by Randy on
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A company has a right to make their own policies and customers have to comply or stop dealing with them.
They want the original back so they can destroy it and make sure no one forges the 16 autographs that are authenticated on that LOA onto a new flag and puts their letter with it. That makes sense.
It will cost you a stamp and envelope to send the letter back to them. I understand your aggravation with the time frame to correct the problem but their policy is easy to understand.
Mistakes unfortunately happen with all companies and I can tell you JSA terrible at answering emails. You have to talk to someone at their office to accomplish anything.
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Oh come on Randy - do you really believe that somebody is going to be able to take another 2000 Valhalla flag and forge EXACTLY the 17 signatures on the flag - the same size, the same place, the same ink so that it complies with the photo on the JSA letter? Then you're gonna have to take the JSA numbered sticker off the real flag to place on the "forged" flag or they have to forge a JSA sticker as well. Sorry mate but that line of argument just doesn't make any sense.
Company policy must remain within the law - JSA have a legal (not to mention moral) obligation to correct the mistake to the satisfaction of the customer and in a timely manner. They fail here on both accounts.
I would have had no problem with this matter but for JSA's intransigence and lack of response and continued requests for the same information and photos! As I said, after repeated e mails to JSA - a problem that should have taken 5 minutes to correct is nowhere near resolution 6 weeks later. What an absolute joke!!! All they had to do was send me a letter that corrected their mistake and I would have returned the original. What is so bloody difficult about that?
Mind you - you are absolutely right ... "stop dealing with them" :)
Cheers
David
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Let's see, 17 autographs on a flag with a 2" square picture showing all the autographs. How clear can they be? Yes, I believe it could be done but that is irrelevant. Their policy is just that, a policy. They would require the same from a US customer as they would from you if they made a mistake.
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Yup - good point so here is a quick scan of the flag that is on the JSA letter :
If you don't mind, I'll beg to continue to differ with you - I don't think it could be done and fake the JSA sticker too.
As you say, that may not be the major point but it is part of the problem I have with JSA in their HANDLING of this matter.
If a policy is flawed then .... fix it!
Why not simply IMMEDIATELY send out the correct letter to replace the erroneous one, e mail the customer that it is on the way and ask customer to send back original. Really, what is so difficult about that .... or, do JSA have so little faith in the honesty and integrity of people that they will then keep both letters and go on to fake an item of memorabilia and one of their stickers?
Randy, maybe I am just being unreasonable in expecting an organisation to quickly acknowledge a mistake and rectify it without all these superfluous issues of someone going on to fake an item of memorabilia to go with a second letter.
As I said before, all JSA had to do - in the first place back in early December - was tell me that a correct letter was being sent and I would have had the erroneous one back in the mail to them the same day. Why, oh why do they have to be so difficult to deal with? It is a guaranteed way to make customers unhappy and in the end - they lose business and surely, that can't be good.
Cheers, David.
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I agree they are not customer friendly. I could give you some personal horror stories with them but the best thing to do is don't give them any more business.
That hurts them where it hurts, the pocketbook.
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Yesmate, I think that you are absolutely right. A business that does not put the interests and care of its customers first is simply not to be dealt with and that will hurt the pocketbook ! Cheers, David
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Permalink Reply by wascher on
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I see 16 signatures, so I can understand how they got it wrong. Where is the 17th one? I don't know their signatures (at all) and the scan is quite blurry so I cannot see it all that clearly. Just making an observation from some blur. And if there are 2 sigs closely together that actually look like one, then what exactly were they giving a thumbs up on if they didn't notice it---since the whole point is to examine the autographs. :)
Since we are only hearing one side though, I won't say whether they handled this courteously or not. I understand both sides though. I would think that they would have just said they need the letter back first and they'll re-issue another, not the 25.00 fee for a reprint, since its their error.
My personal opinion of course.
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Mate, they had the flag in front of them for a hands-on authentication and I'm assuming that the authentication is carried out by someone who knows golf autographs. The flags shows 17 signatures -
The PGA champions who have signed this flag are (working around the flag from top left corner) :Jack NicklausRaymond FloydVijay SinghPaul AzingerDavis Love IIIJeff SlumanJohn DalySteve ElkingtonHubert GreenLee TrevinoGary PlayerJohn MahaffeyAl "Mr 59" GeibergerDave StocktonLanny WadkinsLarry NelsonDavid Graham.... SEVENTEEN signatures.Cheers, David.
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Permalink Reply by Mike Shepherd on
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Mate, just give them a call. It's not their fault you live in New Zealand. Cheers!
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G'day Mike, I understand completely what you're saying and fully appreciate that. What, for the life of me, I cannot fathom is why they don't just pop a replacement in the mail, tell me they've done that and ask me to send the original back. I'd have the erroneous letter in the mail to them immediately and I am certainly NOT going to pay $25 for this "reprint" fee. I really don't see what is too difficult or unreasonable in that :) Cheers, David.
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Why don't you just email them and suggest they send you a new one or have them mail you a return envelope and you will send that one back with the postage paid or ask them to credit your credit card with the cost of the postage. That would seem simple enough or ask them if you can send them a photo of the COA destroyed. Just a few suggestions although I have never gone through this myself.
David -
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