[swjrp10]

Well, after 2 weeks of not hearing back from my voicemail (shocker right?) I decided to call them back....

OMG....guess what....

I GOT A REAL PERSON!!!! ON THE FIRST RING!!! It kind of through me off guard to be honest lol Pleasantly surprised!

Oh wait...it just got bad lol

I tell the not-so-polite young lady that I was trying to get replacements for redemptions that had been submitted over a yr ago...she immediately places me on hold

I hold for 30 seconds....
AND I GET THE VOICEMAIL...of an IT GUY?!?!?!?

So I left another very nice voicemail...doubt I'll ever hear back lol

I've made it a point to leave a message on their twitter board every day...I think they've officially blocked me lol

UPDATE!!!!

Well, it looks like some of my whining helped, 1 of my sets of redemptions wehnt from "open" to "closed." The other one is still "Open," but I could this as a mini victory. Let's see how we did on substitutions...are you ready to see what all of my hassle got me? ....
wait for it

....wait for it

for my Devin Ebanks un#ed RC auto, and Lane Stephenson RC auto /299 I'm receiving the following

.....
2010 Panini Certified Freshman Fabrics Signatures Taj Gibson /399
2010 Panini Totally Certified (Just in cased Certified wasnt enuff ) Rookie Autographs Greg Monroe /599

How'd I do? Hopefully it was worth the stress

UPDATE #2
Today, I got a call from (817) 662-5122, it was some lady higher up in Panini. She was responded to my BBB complaint. After discussing the problem, and the fact that my voicemails were never replied to, she gave me her personal line (which I just posted, so if anyone else has complaints go ahead and give her hell! lol) On top of making sure that I got a replacement sent for my Thiago Splitter Contenders auto (IDK what it is yet, I literally just got off the phone with her and the site hasn't updated the info yet), she also told me she would ship out a box of Timeless Treasures football to help make up for the poor customer service! For once, I actually feel.....good...about my Panini experience lol!

FINAL UPDATE (HOPEFULLY)

I finally can see my last redemption replacement...ready for it...
for my Thiago Splitter RC Contenders auto
...its actually almost a PC piece lol
2010 Panini Certified Fabric of the Game Jersey Numbers Signatures
.....CARLOS BOOZER 6/10 (1 off of his Jersey # lol)

So needles to say with the Taj and Carlos...I've got the Bulls cornered lol

[xstreaminsanity]

Why don't you go over to their blog and try to contact Tracy? It might help a little. Just a suggestion.

[swjrp10]

Why don't you go over to their blog and try to contact Tracy? It might help a little. Just a suggestion.

...they have a blog?

[dodgytrousers]

http://paniniamerica.wordpress.com/

Also try:

http://www.facebook.com/panini


I personally would keep on trying back on the phone. Get the details of the person that answers. they will be less likely to brush you off if they know you have their details and might complain to their boss. Also if they say they are going to transfer you to someone else then ask them to tell you the name and extension of the person they will be putting you through to so that if it goes to voicemail you will be able to call back and get to that person again.

[swjrp10]

http://paniniamerica.wordpress.com/

Also try:

http://www.facebook.com/panini


I personally would keep on trying back on the phone. Get the details of the person that answers. they will be less likely to brush you off if they know you have their details and might complain to their boss. Also if they say they are going to transfer you to someone else then ask them to tell you the name and extension of the person they will be putting you through to so that if it goes to voicemail you will be able to call back and get to that person again.

Normally I would, but literally it happened so fast lol i wasnt even told I was going to be transferred. She sasid "just a second" so I figured she was getting a webpage up or something, and BAM voicemail...its like WTF!?!?!?

[will23c1982]

Shockingly bad customer service. I would write a letter of complaint and see if that gets you anywhere.

[swjrp10]

Shockingly bad customer service. I would write a letter of complaint and see if that gets you anywhere.

which will randomly become lost lol i posted on the blog, hopefully something comes of it...idk I'm tired of these people lol

[buckunteer]

good luck man. I just called UD about a redemption today. Apparently they take 2 weeks for Christmas as well as two hours for lunch every day...whenever they're actually there. Hope you finally cash in!

[jpleazme805]

good luck man. I just called UD about a redemption today. Apparently they take 2 weeks for Christmas as well as two hours for lunch every day...whenever they're actually there. Hope you finally cash in!

This sounds like the Navy.. even though their routine work is not supposed to stop.. somebody is supposed to feel the gap when 50% of the command is gone on leave...

all the advice above is excellent. I always get the name & number (or extension) of the person that answers. I write down every time I call, if I left a voice mail or was transferred & who too. I've worked in Customer Service for 12+ years in the navy as Logistics Specialist.. I've had tons of bad customer reps I've had to deal with.. usually with civilian shipping companies. If it came to military personnel.. those that worked in admin where the worse of them all. nobody was willing to help out.. they just wanted to pass the buck to somebody else or blow you off. I got to admit, I've blown people off when I worked in the navy, but it was always from an email... & always to the same people.. long story...

keep trying to call, get their names, dates, direct email address if possible.. "cc" the default customer service email too.. or Q/A dept if they have one.. call at odd times, that way you' would get somebody new to talk to.. I've had called UD a few times in the last few weeks.. trying to get replacements for a few Farmar significance autos, but they don't have anything that they are willing to give me as a replacement.. I was told they could not give (in other words) an A-list player.. even though I asked to combine 4 redemptions into one card.. i was told if I wanted a replacement, it would be random & that they would try to match the team I wanted.. which is LAKERS.. I don't want another Farmar auto that I already have...

[folkertino]

I find it odd to hear of such bad service coming from Panini, especially considering their hiring of Tracy who I would imagine brings a lot of experience and knowledge of the collecting community to their organization. By this I don't mean to put the responsability with him, but you'd imagine his input would be put into practice..

In all I find it remarkable to hear of all the negative feedback on customer service, not only at Panini but also the former manufacturers. I understand you're less likely to publicly post feedback when your dealings with customer service go as should be, so negative feedback is always overemphasized, but still... It can't be so hard to offer a half-decent service to collectors..

Anyway, good luck in resolving your issues with them.