Steve, if you will remember the conversation to which I am referring, Matt Miller had a very high end PSA graded 1960 Topps Hank Aaron which he sent in for review, along with several other valuable cards. He contacted PSA in advance of his submission, and Joe Orlando promised to personally oversee the entire process for him.
When he checked the grades online a week later, the PSA 8.5 (which had a population of 2) was now listed as a 7. PSA had damaged the card, and when Matt next spoke to Orlando, he told Matt that no reviewed card had ever been damaged by PSA previously. Obviously, Orlando was not being truthful.
Put yourself in Matt's place. PSA compensated him for the lost value of the card, and then Orlando became indignant when Matt expressed how upset he was. That's where the "you're sick over a baseball card. They're just baseball cards, give me a break" line came from.
Respectfully, I don't see any way this statement could be a good thing. When the President of PSA says a customer should not be upset when one of their valuable cards is damaged, it's a big problem.
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