PSA-A Cautionary Tale!

[MBMiller25]

I will try to answer a few questions. I had probably more of a relationship with Joe than most people do. We exchanged emails on several occasions, he and I used to speak quite frequently at the National's, so some of the out of the norm treatment I am sure came from this relationship we had. So please keep the above in mind regarding why I was allowed to send in two submissions on renewal vouchers, why I was able to send in cards greater than $500 in value and why a crack and review strategy took place versus a typical review in the holder. I was told that the crack and review method gave the graders the best view of the card in a review scenerio, so I went with it! Maybe I was naive throughout this, but I trusted Joe to take care of it, and never gave any thought to my card being damaged in the process. Again, this is my opinion as to why I was allowed to do the above, I frankly didn't realize this was out of the norm behavior, and was available to anyone that asked.

I completely understand that I am somewhat at fault for the way things transpired between PSA(particularly Joe) and myself. They made me whole on the card, (based on what I paid for it), which is the silver lining in this whole ordeal. I will never be able to go out and replace this card though, for what I had into it originally. As others have mentioned, it's the way Joe handled the whole ordeal that really has me up in arms. I was shocked that Joe commented like he did to me. His response caused my response, which is what ultimately caused the hang-up and subsequent banning that took place. I frankly had no intention to air out my dirty laundry in the public on this board or CU until PSA proactively banned me from their message boards and subsequently sent my submission back to me informing me that my business was no longer wanted.

I am not looking for pity, and don't expect everyone to agree with me, as to how this was handled. Hell, I am sure some of you are thinking that I got exactly what I deserved trying to bump the card in the first place rather than being happy with what I already had. I don't fault anyone for having an opinion on the matter, I think differing opinions are what makes for a solid community such as we have here on Net 54.

At the end of the day, I just wanted to share my experience.

[Leon]

Originally Posted by MBMiller25

I will try to answer a few questions. I had probably more of a relationship with Joe than most people do. We exchanged emails on several occasions, he and I used to speak quite frequently at the National's, so some of the out of the norm treatment I am sure came from this relationship we had. So please keep the above in mind regarding why I was allowed to send in two submissions on renewal vouchers, why I was able to send in cards greater than $500 in value and why a crack and review strategy took place versus a typical review in the holder. I was told that the crack and review method gave the graders the best view of the card in a review scenerio, so I went with it! Maybe I was naive throughout this, but I trusted Joe to take care of it, and never gave any thought to my card being damaged in the process. Again, this is my opinion as to why I was allowed to do the above, I frankly didn't realize this was out of the norm behavior, and was available to anyone that asked.

I completely understand that I am somewhat at fault for the way things transpired between PSA(particularly Joe) and myself. They made me whole on the card, (based on what I paid for it), which is the silver lining in this whole ordeal. I will never be able to go out and replace this card though, for what I had into it originally. As others have mentioned, it's the way Joe handled the whole ordeal that really has me up in arms. I was shocked that Joe commented like he did to me. His response caused my response, which is what ultimately caused the hang-up and subsequent banning that took place. I frankly had no intention to air out my dirty laundry in the public on this board or CU until PSA proactively banned me from their message boards and subsequently sent my submission back to me informing me that my business was no longer wanted.

I am not looking for pity, and don't expect everyone to agree with me, as to how this was handled. Hell, I am sure some of you are thinking that I got exactly what I deserved trying to bump the card in the first place rather than being happy with what I already had. I don't fault anyone for having an opinion on the matter, I think differing opinions are what makes for a solid community such as we have here on Net 54.

At the end of the day, I just wanted to share my experience.

Hey Matt
Sorry for your experience. I too have had several long conversations with Joe over the last few years. I have a feeling he felt threatened by your statement and made a comment that was what it was, but maybe it was in the heat of an argument, and not really meant. I think Joe loves the hobby and cards as much as almost anyone. However, it's not "life and death" so maybe that is what he was thinking when he made the statement about it only being a card. It's a shame your card got damaged. There is no sugar coating that part of it. I hope you, Joe and PSA can make amends in the future. I have found Joe to be a very likeable hobbyist.

[MBMiller25]

Originally Posted by Leon

Hey Matt
Sorry for your experience. I too have had several long conversations with Joe over the last few years. I have a feeling he felt threatened by your statement and made a comment that was what it was, but maybe it was in the heat of an argument, and not really meant. I think Joe loves the hobby and cards as much as almost anyone. However, it's not "life and death" so maybe that is what he was thinking when he made the statement about it only being a card. It's a shame your card got damaged. There is no sugar coating that part of it. I hope you, Joe and PSA can make amends in the future. I have found Joe to be a very likeable hobbyist.

I completely agree!

[MattyC]

Ah, the banning of long-standing board members who contribute quality discourse and content for years, merely for having a legitimate and professionally worded reaction to a PSA mistake-- how they love to ban people over there. It is their right, it is their site, and sometimes it is warranted-- but they use that hammer often. However will those of us who've been banned continue on?

From the Wagner to the cellos to the George Bush card to trimmed 1975 minis, PSA rarely gets out in front of a problem with candor and forthrightness. Some mistakes are tolerable in business and life, but it is how a company or person handles them that really counts.

The little dance they did with Miller on the posting of his grades, and the fact that the head of a card grading company would say, 'It's just a card,' is pretty lame. Customer service wins people over and over again.

One has to wonder where-- without people logging in serial numbers of slabbed commons on their site, just to compete over GPAs-- PSA would be.

If someone ever invents a NEW REGISTRY that accommodates cards of ALL GRADING COMPANIES and catches fire-- PSA is in deep trouble.

Because in terms of consistency, holder aesthetics, turnaround times, and customer service, they are simply not the leader. Yet I can see how sellers or submitters have to deal with them and walk on eggshells, the way diamond dealers have to deal with their business' own cartel.

[seablaster]

Originally Posted by MattyC

It seems that PSA does not deal with problems well. Their default practice is to ignore problems, tap dance around them, adopt an overly defensive/combative posture, ban board members, and just wait for the storm to blow over. It is a pretty slimy way to conduct a business.

From the Wagner to the cellos to the George Bush card to trimmed 1975 minis, they rarely get out in front of a problem with candor and forthrightness. Some mistakes are tolerable in business and life, but it is how a company or person handles them that really counts.

The little dance they did with Miller on the posting of his grades, and the fact that the head of a card grading company would say, 'It's just a card,' goes to show how inept their current regime is at dealing with any adversity. Customer service wins people over and over again.

One has to wonder where-- without people logging in serial numbers of slabbed commons on their site, just to compete over GPAs-- PSA would be.

If someone ever invents a NEW REGISTRY that accommodates cards of ALL GRADING COMPANIES and catches fire-- PSA is in deep trouble.

Because in terms of consistency, holder aesthetics, turnaround times, and customer service, they are simply not the leader. Yet I can see how sellers or submitters have to deal with them and walk on eggshells, the way diamond dealers have to deal with their business' own cartel.

Very elegantly stated. Well done.

[WhenItWasAHobby]

Matt,

I fully understand your frustration. A person in Joe Orlando's position needs to learn to take some criticism graciously and show some empathy towards someone who just learned that he lost a treasured collectible. His behavior reminds me of the "Soup Nazi" episode on Seinfeld with this on-going pattern of instantly banning his customers.

[3-2-count]

Originally Posted by WhenItWasAHobby

I fully understand your frustration. A person in Joe Orlando's position needs to learn to take some criticism graciously and show some empathy towards someone who just learned that he lost a treasured collectible.

I agree with the above statement 100%.

[wonkaticket]

Originally Posted by WhenItWasAHobby

Matt,

I fully understand your frustration. A person in Joe Orlando's position needs to learn to take some criticism graciously and show some empathy towards someone who just learned that he lost a treasured collectible. His behavior reminds me of the "Soup Nazi" episode on Seinfeld with this on-going pattern of instantly banning his customers.

+1

[h2oya311]

"No soup for you!"