Not to defend PSA/DNA [perish the thought] but when I sent in an Eric Clapton item and it came back as no good it was accompanied by an email string between the company's authenticators going back and forth over why the item was counterfeit or good and it reflected not only a careful study of the piece by more than one person but a willingness to do exactly what I would expect experts to do in a tough case: analyze and discuss the item. I was unhappy with the result but satisfied with the process.
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