Panini support for factory damaged 2020 Phoenix fanatics set

[jplarson]

Sadly appears they won't be replacing rookies from this set. Only the first 100 cards are covered.

http://www.jplarson.com/hosted/2020phoenixdmg.png


Spot checking some other sets and looks like base rookies from any product aren't covered.

What a shame their quality control was terrible on boxed sets that people would reasonably think are in decent shape. Of course Burrow had to be the one to get mangled for most people. Check out this thread starting on post 382 - https://www.blowoutforums.com/showthread.php?t=1416697&page=16


http://www.jplarson.com/hosted/burrow1.jpg

http://www.jplarson.com/hosted/burrow2.jpg


I emailed customer service a week ago with no reply.

[Maven]

For some reason it’s under a different subheading at the bottom called fire Burst rookie, you’ll see 101-200. Did order directly from fanatics? They said they’ll replace the set.

[RickeyHenderson]

Fanatics replaced my entire set with zero hassle via their Live Chat. The replacement set came super quick


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[nera20]

Fanatics replaced my entire set with zero hassle via their Live Chat. The replacement set came super quick


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did they send you a label to send back?

[jplarson]

For some reason it’s under a different subheading at the bottom called fire Burst rookie, you’ll see 101-200. Did order directly from fanatics? They said they’ll replace the set.

Good call out on that one! Confirmed Panini breaks it up for some weird reason...

http://www.jplarson.com/hosted/2020phoenixdmg2.png


Seems like live chat is working. I also tweeted at Panini and Fanatics but no traction there. They'll be sending me a shipping label in the next 2-3 days. I need to return the set I have and they'll send out a new one. I already put it all in a 3-ring binder, so UGH but whatever. Their new estimated shipping date is 12/31.

In the meantime I'll try the damaged card route thanks to Maven's callout with a spare Burrow I picked up recently (that is also damaged). Panini may very well have insanely overprinted this set, but finding a gem Burrow down the road will feel like a case hit.

[RickeyHenderson]

did they send you a label to send back?

They sure did....it actually arrived in my email inbox 2 minutes after LiveChat ended. I also am pretty sure it was USPS so really easy to send back

Super impressed with how they handled it. I like how they sent new one before they even got back old one (my replacement order was in their system, on my account, before I even sent the damaged one back or it scanned in USPS system....sign of a great return policy and process)

......UPDATE: I went through my notes on this and I CALLED them not LiveChat(ted) them.....bet why my service was so much better than the poster above who used LiveChat. Also no hold time when I did it and person was very compotent that helped me

[jplarson]

They sure did....it actually arrived in my email inbox 2 minutes after LiveChat ended. I also am pretty sure it was USPS so really easy to send back

Super impressed with how they handled it. I like how they sent new one before they even got back old one (my replacement order was in their system, on my account, before I even sent the damaged one back or it scanned in USPS system....sign of a great return policy and process)

......UPDATE: I went through my notes on this and I CALLED them not LiveChat(ted) them.....bet why my service was so much better than the poster above who used LiveChat. Also no hold time when I did it and person was very compotent that helped me


Yeah the LiveChat wasn't as easy as your experience, I'll do that in the future. The return label came super fast and noted I could drop it off for USPS to take. Though the label is actually for FedEx and I doubt USPS is going to pick it up for me. A follow up chat the rep said I could leave a FedEx package for USPS so I'm going to go ahead and bring it to a local drop site.

On a parallel track I was able to submit an extra Burrow I bought that was likewise damaged for replacement with Panini.

I'll update this thread when I get further communication/replacements in hand. Thanks all for sharing your experiences and hope it helps other decide to engage with customer service to make a damaged product right.

[jplarson]

I dropped off the factory set repackaged with a local FedEx drop point. Today got an email that FRG TEAMFANSHOP.COM issued a refund from my original purchase on 10/17. So.... great.

They did wind up replying to my tweet so I'm DM'ing with them now. I also found a toll-free customer service number, 877-827-8965. I'll give that a shot depending how the conversion on twitter goes.

[JIMG28]

One of the eights sets I got the left side was badly damaged. I told live chat I wanted a replacement and the they told me to just keep the damaged set. Replacement set should be here tomorrow.