Hello, PCGS? Anyone home? FIX THE REGISTRY!

RGL

A big body bag for PCGS' attention to customer service this weekend. The registry add/edit function has been down 24/7, apparently dating to Friday evening. I don't know, but I imagine most people update their sets on the weekend. And, they know there are problems because of the posts. Particularly frustrating for me because I was going to post my first set (which will be 100 percent complete and top ten when a recent purchase arrives). Allowing your customers' excitement to turn into frustration is just plain bad business.

cosmicdebris

Send an email to bj@collectors.com you'll get a better answer there than anywhere else.

braddick

<< <i>Send an email to bj@collectors.com you'll get a better answer there than anywhere else. >>



Probably not on the weekends though (guessing).
I know the frustration! I have about a half dozen small enteries to make too.

On the plus side: I do like the way you can now instantly Verify a coin into a set! It's neat to see the change immediately and not have to wait. Of course it has to all be working first. . .

IrishMike

They are all in gold coin grading classes this weekend, underwriting the new standards for MS65 Saints.

JJacks

Mike, thats a good one!

Seriously, I wonder if PCGS needs to have an "Emergency Response" type of thing when the Registry isn't working at all on a weekend. It might just take someone going in for a few hours to fix it up, and it really makes them look bad if someone is just starting. They may think that the PCGS Registry just plain doesn't work, and give up on it.

JJacks

Typetone

This is a great post for what it says about us and our instant gratification society.

JJacks says (presumably in jest) that PCGS should consider a new emergency response registry system on the weekends. Other posts have the same tone.

In my view their response should be chill out, we'll fix it on Monday.

Look if you have to wait a day or two to get a new coin in the registry, so what? Building a collection should be a long term process. Even if its not, the registry is. It isn't going away. Today's Best sets can easily be surpassed in the future.

Hey, it's a great weekend. Get out and do something. Get a life. Enter your coins on Monday, it really will be OK.

Cheers

Greg

braddick

Greg- You make an excellent point but consider this. Each one of us is doing this pretty much as a hobby. PCGS is doing this as a business. As such they should be running 100%, all the time.

Us getting out and enjoying the weekend shouldn't take the responsibility away from PCGS to fix a (hugh?) problem and fix it immediately.

In my line of work, as with most of us, putting off what should be done today isn't acceptable job performance.

If your (mine) Cable TV provider went out of service they'de fix it ASAP and not let the weekend run by.

Certainly this is NOT a big deal- to any of us. It should be a big deal though to PCGS. It is what they do.

JJacks

Typetone,

What I mean certainly isn't that it is an "Emergency", like in the Ambulance sense, but let face it. If you were trying to show someone ebay, and it was down all weekend, they wouldn't be too impressed. If ebay were down every now and then on the weekend for the entire weekend, people would be absolutely screaming at them! Certainly the Registry isn't the only part of PCGS, but once again, I bet it would take 1 person going in and probably working (with pay of course! for maybe a few hours (or if it appears to be a serious problem, they could let everyone know it may take some time) to get it fixed. Remember that PCGS is a publicly traded company, and we expect some service, etc that we wouldn't expect if they were a little hole in the wall company grading 5 coins a month!.

I agree with you that it isn't the end of world or anything, and I will go out and do something, but I also agree with Braddicks statements. It really is one of the unseen costs of running a web site, that you don't just go 9-5 M-F.

Have a good weekend everyone!

JJacks

Typetone

Good response points.

However, consider that PCGS does not charge for the registry. By registering coins we are not customers. If we were paying an annual fee to register, then weekend service should be expected. Sure the registry is good marketing, but it is not a business per sec. It supposed to be a fun game.

If ebay goes down on a weekend, it should be fixed immediately because auctions are their business. Not so with PCGS. Frankly, PCGS is having problems as a business. One look at their stock price will tell you that. As a business they need to work on cost control and on revenue enhancement. It is probably hard to justify paying a weekend shift in this instance.

BTW your are not out having fun this weekend. You are sitting in front of your computer answering my inane posts.

Greg

braddick

<< <i>Good response points. However, consider that PCGS does not charge for the registry. By registering coins we are not customers. If we were paying an annual fee to register, then weekend service should be expected. Sure the registry is good marketing, but it is not a business per sec. It supposed to be a fun game. If ebay goes down on a weekend, it should be fixed immediately because auctions are their business. Not so with PCGS. Frankly, PCGS is having problems as a business. One look at their stock price will tell you that. As a business they need to work on cost control and on revenue enhancement. It is probably hard to justify paying a weekend shift in this instance. BTW your are not out having fun this weekend. You are sitting in front of your computer answering my inane posts. Greg >>



Directing, no- PCGS doesn't charge. Indirectly though? You better believe they're making money on the Registry!

The fact I'm in front of this monitor responding to you? That one is on me!

RGL

We score the last several rounds for Braddick ... Excellent point that Collectors Universe, et al, is a publicly traded company. If I was one of their shareholders, I would be none too pleased with their concern for customer relations this weekend. And, of course, PCGS makes huge bucks on the registry. It sustains the market for their coins, particularly high end, and serves to convert casual collectors into lust-ridden, I've got to have that coin and move up the registry types. (I should know) Regards...

BRdude

I love pcgs, but their customer service leaves MUCH to be desired. I sent an email probably 2 weeks ago inquiring about submitting my COMPLETE Peace set for certification. (complete but 1 coin anyway) and as of yet have had NO response....NONE!!??!!?? This also included a request to renew my gold membership!!! This would have been over a $500 invoice!! What does that do to the bottom line??? How many others have had the same response???? (or lack of response) Not to mention them pushing this registry thing so hot and heavy, then in the last week of the awards, it is down????? They need some serious help.

BJ

Attention everyone,

PCGS technical support is not 24-7. It is M-F, 9am-6pm PST. This problem will be resolved first thing this morning. I want to remind you that the set registry recently underwent an upgrade and I was careful to explain on the news page and in the forum that we expected to see a few problems crop up. This is a perfect example. I'll post a notice as soon as this problem has been resolved. Thank you for your patience.

BJ

I am told by tech suppport that the problem is now resolved. Please email me directly if you encounter any other problems. Thanks for your patience.

braddick

BJ- Please send apology coin (MS70). My address should be on file.

RELLA

Braddick...don't you mean FR02 not MS70?

BJ...I'm not nearly as greedy as Braddick; my complacency can be assured with a mere MS67RD apology coin (preferably a 1935-S Lincoln but will also accept a 1936-S Lincoln in a pinch).

RELLA

EVillageProwler

I betcha all that Linda's Daddy wasn't fussed at all this weekend with the registry problems... Call it a hunch!



EVP

RELLA

I think that Linda's Daddy might respond favorably to a nice 1870-S apology coin, BJ .

RELLA

EVillageProwler

I'm happy to accept the coin on behalf of Linda's Daddy...



EVP

BJ

I'm glad to see you haven't lost your sense of humors! I was getting worried there for a sec.

cosmicdebris

Never happen BJ we may go off the deep end every now and then but loose our humor never.

EVillageProwler

Does this mean that no '70-S is forthcoming?



EVP

BRdude

Gosh, I kind of feel bad for even complaining What with all the world hunger and problems with servers Thanks BJ

JJacks

BJ,

Didn't lose my sense of humor , but it shows what I was talking about. It seems to have taken about 2 hours to fix! I don't know if it is too much to ask of a publicly traded company to check for problems and be at least a little bit on call if there is something wrong with a part of the website that is advertised as being a big deal. Many people probably want to update their sets on weekends, and having to wait 48 hours just isn't too cool.

JJacks