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Posted By: Rob Dewolf

Rand, I totally agree with your take about customer service and live by that credo every day in my work. But, to play devil's advocate, your restaurant analogy might not be a good one in this case because consumers will always have tons of restaurants from which to choose. Card collectors choosing a grading service don't have but 2-4 options -- depending on who you talk to -- so there's little reason for PSA to focus on customer service. And to your point, I'm sure PSA is aware of this very fact.

For the record, in nearly 30 years of collecting, I've made one submission to a grading company, so I'm neither a PSA or SGC guy.