Should an AH disclose any slab damage in their description?

[jgannon]

I'm just wondering, and I guess the answer would have to be yes, but do they know how much business you've given them over the years? Did they know they were dealing with a long-time customer?

Either way, maybe you can contact them again and remind them, and let them know that under the circumstances, you feel that they could re-slab it for you. And that in the future, while they may feel that the picture alerted any potential buyer of the chip, that it would be better customer relations if they could specifically mention something like that in the future to prevent a customer from coming away from a sale with a bad feeling. If after telling them all this they come back with a negative answer, you could then let them know that if that's their decision and they don't want to do the right thing, you're not going to buy from them anymore. Doing all this I feel, gives them a couple more opportunities to make the situation right.

[Buythatcard]

Originally Posted by jgannon

I'm just wondering, and I guess the answer would have to be yes, but do they know how much business you've given them over the years? Did they know they were dealing with a long-time customer?

Either way, maybe you can contact them again and remind them, and let them know that under the circumstances, you feel that they could re-slab it for you. And that in the future, while they may feel that the picture alerted any potential buyer of the chip, that it would be better customer relations if they could specifically mention something like that in the future to prevent a customer from coming away from a sale with a bad feeling. If after telling them all this they come back with a negative answer, you could then let them know that if that's their decision and they don't want to do the right thing, you're not going to buy from them anymore. Doing all this I feel, gives them a couple more opportunities to make the situation right.

Good advice but I already said most of this to them. Their response was pretty much that it's the customer's fault for not using a microscope when viewing their images.

[Buythatcard]

It's okay with me that an AH missed the flaw and left it out of the description. It could have been an oversight. Happens to me all the time.

But, if a customer points out that something is not right, the seller or AH should make it right and own up to their mistake.

I was not looking for a handout. Just wanted them to make it right.

Since they didn't, it's up to me to move on.

Sorry for all of the venting but I feel better now.

[bmattioli]

Originally Posted by Buythatcard

But, if a customer points out that something is not right, the seller or AH should make it right and own up to their mistake.

That's all that should be said.. I would ask them again to please make it right..

[Fred]

Poorly handled by the AH. I couldn't see the chip in the picture. Something like that should be noted in the item description.

[jgannon]

Originally Posted by Buythatcard

Good advice but I already said most of this to them. Their response was pretty much that it's the customer's fault for not using a microscope when viewing their images.

Really dumb on their part. Definitely a drag. You would think that they wouldn't be that petty, nor alienate a long-time, loyal customer.

[Orioles1954]

On a minimal/moderate flaw we always disclose that in our descriptions. If it is major damage we'll send it back for a reholder.

[hcv123]

1) It should have been mentioned in the description
2) While I can see it in the scan now - there is likely no way I would have noticed it prior to it being mentioned.
3) The lot only closed at $138 - not leaving much room to "make it right" on the item.
4) You being as good a customer as you've communicated, I would think it would be in their best interest to take a hit on the lot and help you feel "satisfied".

[bnorth]

Originally Posted by jgannon

I'm just wondering, and I guess the answer would have to be yes, but do they know how much business you've given them over the years? Did they know they were dealing with a long-time customer?

Either way, maybe you can contact them again and remind them, and let them know that under the circumstances, you feel that they could re-slab it for you. And that in the future, while they may feel that the picture alerted any potential buyer of the chip, that it would be better customer relations if they could specifically mention something like that in the future to prevent a customer from coming away from a sale with a bad feeling. If after telling them all this they come back with a negative answer, you could then let them know that if that's their decision and they don't want to do the right thing, you're not going to buy from them anymore. Doing all this I feel, gives them a couple more opportunities to make the situation right.

I have never understood the part I made bold. Why threaten a company that couldn't care less about you. From personal experience it will just get you worse treatment in the future.

[jgannon]

Originally Posted by bnorth

I have never understood the part I made bold. Why threaten a company that couldn't care less about you. From personal experience it will just get you worse treatment in the future.

Well, if a company has done wrong by you and you don't like it, you should tell them. Good sellers and dealers work with you. There are plenty of other people to buy from. If you complain and get treated worse, in my opinion, you shouldn't go back to them.

[bnorth]

Originally Posted by jgannon

Well, if a company has done wrong by you and you don't like it, you should tell them. Good sellers and dealers work with you. There are plenty of other people to buy from. If you complain and get treated worse, in my opinion, you shouldn't go back to them.

I get telling them you have a problem and asking them to fix it. In some cases you have no option to buy from others. I just don't get threatening to quit buying when both parties know that is BS in most cases.

[jgannon]

Originally Posted by bnorth

I get telling them you have a problem and asking them to fix it. In some cases you have no option to buy from others. I just don't get threatening to quit buying when both parties know that is BS in most cases.

If buyers keep coming back to sellers who mistreat them, then they don't have any incentive to change. I guess everyone has to decide for themselves on something like this.

[1952boyntoncollector]

Originally Posted by bnorth

I get telling them you have a problem and asking them to fix it. In some cases you have no option to buy from others. I just don't get threatening to quit buying when both parties know that is BS in most cases.

agree!

Just about has 'im selling my collection and getting out the hobby' or 'quitting the forum'

[Stampsfan]

Originally Posted by jgannon

Well, if a company has done wrong by you and you don't like it, you should tell them. Good sellers and dealers work with you. There are plenty of other people to buy from. If you complain and get treated worse, in my opinion, you shouldn't go back to them.

Well said. I’ve been fighting with an auction house for months and months. And absolutely no resolution. I won’t be going back. Plenty of other auction houses to buy from.

In this case you’ve been up front and you are the customer. A completely reasonable demand on a lousy $138 item. Horrible customer service.

[Buythatcard]

Originally Posted by Stampsfan

Well said. I’ve been fighting with an auction house for months and months. And absolutely no resolution. I won’t be going back. Plenty of other auction houses to buy from.

In this case you’ve been up front and you are the customer. A completely reasonable demand on a lousy $138 item. Horrible customer service.

Doesn't matter whether the item is $1.00 or 1 million dollars, we should all be treated with respect. I didn't even make a demand. I just told them the issue. It was up to them to do the right thing.

[perezfan]

This is just horrible customer service. What auction house (or any company for that matter) would even balk at spending a few extra dollars to keep a long-term customer happy? Especially a customer that's bought from them for 15 years, and has spent $250K over those years.

What an ill-advised and shortsighted decision on the part of Heritage. Cutting off their nose to spite their face. You'd have to KNOW to look for the chip, as it is not the least bit apparent in the provided photos. And their claim that the chip was pictured, and that the blame resides with you is ridiculous. I am steering clear of auction houses who refuse to disclose these obvious flaws.

The buyer should know exactly what he/she is getting.

[chalupacollects]

You should probably escalate the issue to the VP of Client Services or equivalent and state your case once again... Still no satisfaction take that 1st step to freeing yourself from their clutches...and feel good about it...