I am not a new customer. I have been buying PSA products for years and have spent thousands of dollars with them. Recently I purchased a 14.7 inch pinned and welded, midlength upper. What I received was a 16" upper, carbine length with the parts to build a lower. I contacted PSA right away and they gave me a UPS label. The problem is my work schedule doesn’t allow me to just take off whenever I want so it is going to be at least a week before I can ship their mistake back to them. In the meantime I thought they would send the item I have already paid for. Nope. They have to get their mistake back first before sending the upper I need. I guess if I were a new customer I could understand this but having been with them so long you would think they would help me out a little since this is their fault to begin with.
Why would they ship you a new one before having the old one back?
Also, it sounds like they took care of you but the issue is now on your end. Not sure that is bad CS.
I didn’t order this item and then changed my mind and wanted to return it. This is their mistake so why should I have to wait longer for something I have already paid for? The upper they sent will be returned as soon as possible. In the meantime I’m stuck with an item I can’t use and they have my money.
I get the frustration, but it’s very common practice with higher value items like this to need to be returned first before replacements are issued. Mistakes happen, but being unwilling to do your part to get to a decent resolution won’t help. It sounds like they’re being reasonable, but I totally get the frustration of getting the wrong parts delivered. Especially gun stuff that we all tend to get excited about.
Hopefully you get your 14.5 soon! I got one of those with the CHF barrel last year and it has been fantastic.
PSA has millions of customers. Sure they make mistakes, and they have owned up to it and already issued you the free return. That is good CS, not poor CS.
Even with Amazon these days you have to return something before they will refund you.
It’s common business practice to receive the defective/wrong item back before sending correct item or issuing a refund. If you have been a customer of PSA for as long as you say you have then you already know this.
PSA did not hesitate to send you an RMA… it’s incumbent upon you to ship the item back to complete the resolution process. PSA did the right thing… it’s up to you now.
exactly right. idk how many more times we can say it
Procedures. You have to follow the procedures. You are not special. Neither am I.
Think about it this way…
Their inventory is minus X dollars worth of goods. They must follow chain of custody policies and restore that value prior to sending another item out.
You may be a good customer. You may not be a good customer. How are they to know if they will get they item back.
So, to keep everyone clear of issues, they need to check in the wrongfully shipped inventory before they can ship out the replacement.
It helps to consider the other side.