The Topps customer service department is open only from 9 a.m. - 4 p.m. EST. Lucky for me I live in the eastern time zone. You folks out west are really limited as to when you can call. That being said, the times are still very inconvenient. I had to call from school.
I called at 1:10 p.m. The message was that I was eighth in line to be helped and the wait time would be 20 minutes.
I finally got help at 2:20 p.m. An hour and ten minutes on hold is not good customer service.
Some of the comments for yesterday's post mentioned that I at least had some Chrome cards that I could look at while I waited for the Cubs set I actually ordered.
Nope. The first thing the service rep said was that I'd have to send the Chrome cards back. I would be getting a prepaid label from FedEx via email. I'm writing this at 8:30 p.m. and still no email, no label.
I asked that the Cubs World Series cards be sent out as soon as possible. The response was that I'd get my cards when Topps got the Chrome back from me. He did say he'd try to get the cards sent before the Chrome cards were received, but he couldn't make any promises.
Unbelievable.
Yet, very believable.
So the recap:
- 70 minutes on hold
- I have to send the cards back
- I haven't got the return label
- I don't get my cards that I paid for and they screwed up with until they get their cards back.
Yes my friends, customer "service."
I wish I could say this was unbelievable but I'm not too surprised.
ReplyDeleteOne company that I deal with, Paizo Publishing, if you look in their customer service forums you will find that when they ship something wrong accidentally they usually tell you to keep the wrong copy and then they ship the corrected one. They generate such good will, and don't have to pay the return shipping. Now I've seen them ask for expensive items back, but really Topps, a blaster? You can eat that cost for good will. Ridiculous. Sorry that you're having to go through this.
Tell them you are WRIGLEY WAX one of the greatest Sport Card Blogs in the History of Sports Card Blogging with hundreds of followers and thousands of page views and they better get there shit together. Topps what the hell are you doing.
ReplyDeleteYes... I would have mentioned to the customer "service" agent, "While you may be monitoring my call for quality assurance, I will be blogging and tweeting this experience to my loyal baseball card loving followers."
DeleteThat really sucks. I wonder what their reasoning is for making you send it back? It hardly seems worth the hassle.
ReplyDeletePart of me thinks is has to be a loss-prevention mechanism of some kind, like maybe a lot of unscrupulous collectors claim receipt of an incorrect or damaged item in the hope of getting a freebie of some kind, so Topps makes people send things back to deter that kind of behavior.
Still, it stinks for the honest person who has acted in good faith but has to deal with delay after delay on top of a long phone call of the worst variety.
That's terrible. The cost of that blaster isn't even worth the hour long wait on the phone. Those Topps Now cards that they sent to many bloggers were nice steps forward. Unfortunately this giant step backward is what collectors like myself will remember.
ReplyDeleteYou need to talk to Jeff Heckman at Topps. Jeff is the director of the eCommerce Marketplace -- Topps's online presence, basically. Send me an email and I can get you his email address.
ReplyDeleteGiving money to Topps is never a good idea. At least buying from card shops and ebay is putting money in the pockets of appreciative, small businessmen.
ReplyDelete