Heritage Auctions PROBLEM/QUESTIONS/HELP

[whiteymet]

Hi Guys:

I won an item in the last Heritage auction that with the juice cost me over $8,000

The item has been reproduced and the only way to be sure it was legit was to see it out of the frame.

Before bidding I asked questions about the item and received a reply from a nameless employee at sports@ha.com email address saying if I won the item they would take it out of the frame and send me photos so I could see if it was indeed original.

After winning the item I replied to the email mentioned above on 2/25 asking for what they had promised. I received no reply.

I was at the Philly show on 2/29 and mentioned this to one of Heritages representatives there. He said I should contact a Mike Provenzale. I emailed him on March 2nd with the email chain of my previous discussions with the auction house.

He replied promptly on the same day with this message:

No problem, I’ll take it out of the frame this morning and send you the pics you requested today.

However I again received no reply as promised. I then received an email from an Adam Lepak. in their credit department, basically asking for payment, and if I had any problems to let him know. I again sent him the email chain including those with* Mike Provenzale and Adam replied he would follow up with Mike.

I sent Mike P. a followup email on 2/4

Still crickets.

I then called Mike P on 2/5 got his voice mail and left a message. and guess what?

CRICKETS!

So, my questions are:

Am I asking too much or being unreasonable with my requests or waiting for a reply?

Is this anyway to run an airline?

Should I just throw my hands up and cancel the purchase? I am sure in their fine print somewhere it says I can't, but REALLY with this kind of customer service???

Maybe Mike P. is out sick, but he promised me photos that same day he replied to me. Or why did I not hear originally from those who first said they would send photos? Or when the credit dept. contacted Mike P. if they did not get him, tell me so, or follow up with Mike? I'd like to assume there is a logical explanation. If it were one person I could possibly understand, but I seem to have gone through two departments, four people with no answer to the question that I was promised BEFORE I bid.

Any ideas, suggestions, similar situations any of you have had and how they were resolved would be appreciated.

Thanks to all