My thoughts on Topps and their customer service video (posted here: http://www.toppsblog.com/?p=663):
While this is nice, it really only speeds things up for those missing hits. If you get shorted a hit then you're already screwed. There's no way that you're going to be sent a Strasburg auto or some 1/1 card as a replacement for that shorted hit. So, while you will get the hit you were promised who knows what it might have been.
The main issue is that Topps' quality control has been declining dramatically over the past couple of years. I love opening jumbo boxes, but after seeing the quality of the cards coming out of the last three that I've opened, I'm now hesitant. It sucks having to pick out the best 25 of the damaged cards to send in. Also, the rarer (and better) the card that is damaged, the greater the chances that Topps isn't going to have the exact same card available as a replacement. So collectors lose out again. I'm still annoyed about a great Dwyane Wade autographed mini that I pulled out of a rip card in terrible condition. I still don't feel like I got enough in return for the card, but no one in customer service could get solid numbers on the print run of the card (which I felt was a 1/1). I later read about other collectors getting replacement product while still getting to keep their damaged card and got even more annoyed.
So, kudos on making things easier, but the only way to solve this problem is to improve quality control. Until then, too many collectors will get screwed out of what the deserve.