Auction House Customer Service

[Archive]

Posted By: Bob C.

So often on the board there is way too much backbiting, insults thrown to and fro, sniping and dog piling on someone or something for indiscretions, real or perceived. Not saying it's not warranted in some cases and, I have to say, I am caught up in it from time to time. So its nice to say something nice when something nice happens.
Last Monday I received two relatively difficult pre war cards I purchased in the last Mastro auction. Cost was in the near $400 range each with the vig. Each card was graded a 6.
Looking at one of the cards, I instantly noticed a problem. I wont go into detail but it was significant and should have caused the grade to be a 2 or 3. I will also not call out the grading company, but it was one of the current top two. I went back to the Mastro site and the defect was not noticeable nor disclosed. Due to its nature, I think they just missed it.
Groaning, I emailed Doug Allen who immediately emailed back asking me to send the card to him. I received a telephone call from Dougs assistant on Thursday saying they had received the card, Doug was out of town, and he would get back to me Monday (today).
Last night, Sunday, around 9 P.M. PST I received an email from Doug who offered to refund my purchase price in full, and Mastro would address it with the grading ompany.
That folks is customer service. Thank you Doug and Mastro Auctions.

[Archive]

Posted By: Alan

That deserves a

[Archive]

Posted By: JimB

Thanks for sharing a positive story on here.
JimB

[Archive]

Posted By: Jim VB

Bob C.,

I'm glad it worked out for you, but it's hard to imagine how.

It doesn't sound like you brought much noise. I mean you didn't call anybody out. You didn't tell anyone they were a moron, jerk, retard, or idiot. You didn't threaten to spank anyone. You didn't show scans of any non-sports cards. You didn't talk about big deals you've completed in the past. You didn't even mention what your best golf score was a couple of years ago.

For these things, and more, I thank you.

[Archive]

Posted By: marshall barkman

I see you still have not changed your diaper Jim VB. You go on a brand new post and start talking trash. The man clearly stated there is way to much backbiting going on and here you are doing it on a positive post. Also i never called the guy a retard, what i said is that the statement he made was retarded and it was. My best golf score from 06 was actually 65 partner.

[Archive]

Posted By: Jim VB

[Archive]

Posted By: Michael Steele

Bob C,

Thank you for sharing and very well written. It is good to know that if this ever happens to someone else, there maybe recourse even if the item is graded by a 3rd party. Also, hats off to Mastro.

[Archive]

Posted By: Fred C

Bob,

I hardly ever see you post. Do you lurk here? Now we all know Bob Craik is a closet lurker on this forum. That's a good thing! Good to see you post!

[Archive]

Posted By: Jeff Lichtman

It's nice to see Doug involved in such good service to the community.

[Archive]

Posted By: Dan Bretta

Jeff L. is today's honorary member

[Archive]

Posted By: Bob C.

Hey Fred! I have been active on the board from the beginning. True enough I lurk more than I post but I try to catch up at least daily. I have also been doing some horse trading on the BST board lately. It has become an indispensable means to buy, sell and trade, replacing the camel (a horse designed by a committee) EBay has becomebut I dont want to go off on that rant.
To Jeff; Doug was not serving the community he was serving a customer/client. To be perfectly clear, I am not a Mastro whale. This was the first lot Ive won from Mastro in a couple of years. What they did was good business and I was not asked nor prompted to post this.
Mastro is in business to make a profit. They should not have to apologize for it. I was simply thanking them for doing the right thing. My capitalistic opinion and I am sticking to it !