How Should Have SCP Handled This Situation?

[Buythatcard]

Over the past 8 years, I have won cards at most of the major auctions. I have had never had any issues until I won a lot at SCP last month.

I won a shoebox lot of 80 vintage cards that cost me about $1500 including the auction house commission. I knew what I bid on and didn't expect that the cards would be in top condiiton. But I did not expect the following: I received my package with the cards wrapped in bubble wrap. When I undid the bubble wrap, the cards were thrown in a plastic bag with no protection. The cards were thrown all around in the bag. When I took the cards out of the bag, I found one card that was actually in 2 pieces split lenghtwise. In addition, there were a few small pieces of other strip cards laying in the bottom of the plastic bag. I then counted the cards and found that there were only 77 cards!

I sent off a nice email on 6/30 explaining the situation. Didn't get a response so I sent another email on on 7/1. I waited till yesterday, July 6 to see if they would respond. Again, no response. This time I called and was told that they would call back. Someone name Dan called me back.
He was very apologetic and offered a full refund if I send the cards back. I explained to him that I want to keep the lot because I already split the cards up and began selling some of them. I would have returned the lot if they got back to me in a timely matter. Since, a week has gone by and I didn't know whether I would hear from them I had no choice but to start selling the cards. He said that there is nothing else that they can do.

I am not asking for anything more than a replacement of what I was cheated out of. Three missing cards plus a worthless torn card. I am not eveing asking for a replacement for the few other cards that fell apart.

I want to know what some of you think SCP should have done in this situation. Don't forget to take in account that they never responded to my 2 emails.

I would be happy to supply scans of the damaged card and torn pieces.

[jmk59]

Sorry to be non-supportive here, but it seems to me that the second a person realizes that he has something defective, he has the responsibility to not use or otherwise further degrade the item if he wants some resolution from the seller.

Cards are no different. If a buyer finds something wrong and want to seek remedy from the seller, he has to sit on the cards while he pursues resolution. A week isn't that long for no response - maybe not long enough to decide that there will (or may) be no remedy from the seller and start dismantling the purchase.

Using or otherwise degrading a purchased defective product takes away from the seller one of his most important remedy options - a full refund, return of product so that he can resell it as is to another buyer. To unilaterally take that remedy away from him and then expect him to "do something" when you have hobbled his position doesn't strike me as fair.

(Note that I'm not supporting the seller on poor packaging and otherwise not getting an intact lot to the buyer. That's on the seller. But the seller's mistake or poor practice does not relieve a buyer of the obligation to maintain the goods in the condition received while pursuing a remedy.)

Sorry. Just my two cents though.

Joann

Festivus. For the Rest of Us.

[Buythatcard]

Joann,

I agree what you say except that 1 week is more than enough time for the seller to respond. No excuse for not responding to a customers email. If they had responded in a timely matter, I wouldn't have to complain today.

I didn't expect a refund because I did break up the lot.

I am more upset about the way the cards were delivered in a plastic bag. Also, the few missing cards.

[howard38]

Joann pretty much wrote exactly what I was thinking though she wrote it out much better than I would have.

[Leon]

It's a tough call. A week is enough time for them to communicate back. Once the lot was starting to be sold it does tie their hands a little bit. If it were me I would offer a refund of the 3-4 cards, per each value based on the quantity....so probably a $50-$60 or so, refund. But that is only my opinion and every company has to run their business their way.

[mintacular]

Sounds like pisspoor customer service all-around. Regardless of condition, even low-grade cards should be packed with care, there is no need to cause even more wear on the card w/poor packing technique.

I would request a refund based on how much $ you think was lost through the poor packaging and missing cards...One week is more than enough time for them to have contacted you.

[Buythatcard]

I am not the one who will lose out in the long run. I told SCP to remove me from their mailing list. There are plenty of other auction houses out there with superior customer service.

Besides, 20% Buyers Premium for shabby service just doesn't make sense to me.

If anyone needs a glad bag for shipping cards, please let me know. You can even have the small pieces of strip cards that are on the bottom.