UPDATE
I finally got a call from the specialist assigned to my CRC case. We had a lengthy conversation, and she began by taking measures to sound sincere in her demeaner. She apologized for the error, and said that this was "obviously damaged while in our possession, and we’re going to take responsibility for it. This, somehow, surprised me, since I figured they would try to dodge responsibility in some way.
Essentially, she attributed the error to the volume of business they have had through the last couple of years. I let her know I recognize the amount of business they do, but disagreed that it was their workload that caused the systemic failure in reholdering this item. I also mentioned that several people had to have laid eyes on the pack (including the person who actually cracked it out and unfolded it). I get that mistakes happen, but this should have been reported when the mistake occurred. It’s bad optics for their business, and sharply lowers their credibility in my eyes. Hey, I wouldn’t want to report a $25k mistake to my boss either, but the Quality Check people sure as hell should have noticed it. Also, having too much business is a problem that every business likes to have. If you can’t maintain quality when you scale to where they are now, then they have some
bigger issues.
Next, she mentioned the air holes that are in Pokemon packs, and said she thinks that the damage PSA did made the manufacturer hole “slightly bigger.” I corrected her quickly, and let her know the air holes had nothing to do with the the damage they caused to the pack. She didn’t argue this any further, and we moved on.
She reluctantly told me that the way they resolve these issues is to pay out the difference in value from the PSA 10 to the new grade it would receive now. I feel like she already knew that I wasn’t going to be satisfied with that offer when she was speaking. I told her I understand their process, but I reject the offer (we didn’t even get to the dollar figure they had in mind).
She let me know that the pack would now be a PSA 7, according to their “head unopened pack grader.” The difference in prices, as you all probably already know, is almost the entire value of the pack. I told her that I cannot accept their offer, and told them I am seeking the maximum allowed compensation for the pack which is capped at the declared value of the order ($25k). I explained that Heritage Auctions sold 2 PSA 10 Demo Packs in the last couple of years for about $27k and $23k. She asked if I have the record of this, and asked me to send her those records.
Lastly, she said she understands me, and “is with me” and is going to push to get the max value, but anything over a certain number is up to the executive leadership team, and that’s where case is now headed. She said for the amount I’m requesting, it will need approval from the president of PSA, and this will take time to get done,
We ended by me telling her that I’ve been a PSA enthusiast for 5 years, and have graded over 1,000 items with them. I’ve recommended PSA and spoken highly about their over all consistency and accuracy. But this whole situation just deflated me. She plans to speak with their “pricing people” and then their president next week and will contact me then.
This whole thing sucks. 
Sorry for the long post, but I wanted to update those who are interested.
@Dyl
@smpratte
@sircharleszard
