This is going to be a bit lengthy, but I feel people should know how to treat a consumer properly. I've been in the customer service industry for over a decade and want to share what has happened to my brother Dan and I. We got a Shoeless Joe Jackson autograph with a Professional Sports Authenticator - PSA authentication and encapsulation. We have decided to sell the item through an auction house. We were surprised to find the item was signed by "MRS" Joe Jackson. This basically makes this item worthless.
I've called Professional Sports Authenticator - PSA and emailed with them for over a month. They always promised a call back or manager response. When I'd call in, I was pleasant and just asked for help to resolve this error. They finally contacted me and said they would correct the item if I sent it in at my cost. Yes, they want to further devalue the item and make US pay for it. I asked only for credit, nothing else, for future authentication. They called to refuse and stated they updated the website.
While they updated the website, they didn't notify the public of their error. They stated to me, "we are human and mistakes happen.". Well, when you are trusting them to get it right, that's a costly error. They didn't offer an ounce of empathy. Since I've been in their shoes, I know how far empathy can get you. It stinks to go through what we are going through.
This brings me to another company I ask everyone to only use for authentication. It's James Spence Authentication - JSA. I've dealt with them for years now. They are customer focused and always make an effort to be fair and professional with their customers.
I've now filed a BBB complaint and filed a consumer advocacy complaint with the Santa Ana, CA Attorneys General. Please do yourself a favor and never do business with PSA. It would have taken little to no effort to make this right. Now, I'm determined to notify the public of this in a online platform. I've experienced everything I'm about to do to them. They could have saved a lot of money and just offered a simple apology. Now, I need everyone that I know in the sports collectors community to know. Please share.
Reason of review: Poor customer service.
Monetary Loss: $4000.
Preferred solution: I would say credit, but now I don't trust them to get it right..
PSA DNA Cons: No accountability.
Location: 1921 E Alton Ave #100, Santa Ana, CA 92705, USA
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