Customer Service At It's Best

Before I started my Snagging Cardboard blog-that is all NY Giants related in cards, memorabilia and personal stories- I had already uploaded a bunch of drafts on here with Giants related posts. So I will keep those on here til they are all published. I do hope you check out the new blog and add it to your daily reads:)

A few months ago long before the season ended, Victor Cruz, yes the now former Giants WR, tweeted out a pic of some signed items he had done with his new partnership with Gillette and made it sound like those items would be available for fans who put dibs in on them.

So obviously without question I was going to say dibs on one of them. I really wanted the mini helmet.

And about a week later, Gillette had replied to me and made my dibs a reality. I felt like I was on cloud 9.

What I didn't expect, was the little bit of turmoil afterwards with trying to get the item. I spent weeks on end messaging Gillette on Twitter checking in to see if the item had been shipped and sometimes I would get a response saying they would ship soon and other times my requests would be ignored. Either way, two months had almost passed and it appeared I wasn't going to get an answer on the mini helmet. So I had almost given up until I decided to contact their customer service via email.

The person on the other end was way beyond polite. She quickly found out where my item was, apologized many times over and even said they would throw in a few extras to make up for it. Probably by far the best customer service I have ever dealt with. I am pretty glad I use their items for shaving knowing if I ever had a problem that they would resolve it quickly.

Within two days a much bigger box arrived than I expected and what they sent completely blew my socks off.

Not only was it the signed helmet, but a signed deodorant box and a signed NFL Authentic football. Talk about some customer service at it's best.

WOW.

A big thanks goes out to Gillette for their generosity and their top-notch customer service. I apologize that this thank you has taken so long for me to get it out, but when my other planned post for today didn't publish, it was a sign I needed to get this one done.

Thoughts on my mail day and the best customer service you have dealt with are welcomed below!

HOBBY TOPIC

Another post in our new series Hobby Topics. This is not so much a post for us to comment about or give our opinions on, this is your chance to let your voice be heard on a variety of topics in the hobby. We are leaving the floor open to you! So comment away! But please no language and keep your answer clean as we do have a younger following as well.

Today's Topic: Which card company is best at Customer Service?

Explain your experiences!

Let's hear your thoughts!

How To Improve The Hobby Part 4: Customer Service

A new 4 Part Series here on Sport Card Collectors is giving our opinion on how to improve the hobby and its weak points.

Today's topic you knew had to come. Customer Service is crucial to the hobby. There are some companies that are better than others. And one that is really bad. But a lot of my buying anyways is based on this. I am sure you are the same. I am not going to buy from a company that doesn't respond to its customers and respect them.

Here is my breakdown of each of the three main companies and my thoughts on their customer service upon my experience. And what they need to do to improve their customer service so it helps improve the hobby.

Panini- I have seen complaints on their Facebook about their Customer Service but I have never had a problem with them. Their redemption process is the best of the three companies in terms of entering in your redemption and turn around time. I do see some people have been waiting for cards, but others wait much longer with the other two companies especially Topps. At least with Panini, you can get a card replaced. I have also had missing hits and damaged cards before and they led me to what I needed to do to get the problem fixed and within a couple of weeks I had my card(s) back.

When I call their CS phone, they answer within a reasonable 10-15 minute time span usually. I email, they answer within a couple hours.  And on Twitter, the CS is outstanding. I can ask for a replacement on a redemption and BOOM its done. Plain and simple. Their customer service at one point was not great, but in the last two years, by far they have the best.

What They Need To Work On: The one place Panini doesn't do well is on Facebook. I have seen a lot of customers with questions and complaints but not getting answers. I think they should do what they do on Twitter on Facebook as well. Maybe set up a Panini CS Facebook page.

Upper Deck-Upper Deck has always had a decent Customer Service. I have had luck with them, however my luck has been better through emails than by phone. Phone calls can put you on hold for up to an hour. And yes, the elevator music can get to you.They are pretty good about getting replacements out for your redemptions or damaged cards upon asking when you do get through. And sometimes will ask if there is a specific team or player you collect for a redemption replacement (and as I once learned they don't always give you what you tell them).

What They Need To Work On: Cut down on call times. I have to put my phone on speaker and leave the room cause I got things to do in a day and don't want to sit and wait. When I hear someone pick it up, I run back to the phone.

Topps- Words cannot explain how horrible their Customer Service is. They never respond to you on Twitter or Facebook when you have questions and actually they got rid of their CS Twitter. That alone has got to have you scratching your head. Phone calls to them can take up to more than an hour. And sometimes they can't even answer the question you ask. I have tried mailing in stuff before with them to get a card replaced, never got my card back and never heard a peep from them upon trying to get in touch about it. And I know they got the letter. And I know I am not the only one who knows how bad Topps CS is. I have seen it all over forums, Facebook and Twitter.

What They Need To Work On: EVERYTHING. Respond to your customers on Twitter and Facebook and point them in the right direction at least. Get more people to answer the phones. My biggest nod against Topps. It's so frustrating to have a question about a redemption, a card or a product and get no response anywhere.

I think sometimes Card Companies don't realize how much customer service means to people. I don't buy much in terms of hobby for Topps products fearing I would have to deal with CS. It's sad too cause some of their products I do like. So I just stick to retail when it comes to them and hope I won't pull a redemption. Since I have had the best experience with Panini, I give them my money when I have it. I am sure you guys do the same thing with companies you have had problems with.

Another thing I am certain of is that everyone's opinion will differ from mine as everyone has had their own experiences with each company. I am just laying it out the way I feel. But as always, we like to hear what you guys think. Who has the best, the worst or just the plain ugly.

This closes up our 4 part series. We hope you enjoyed it. We will have more future opinion stories as well.