Operators are NOT standing by
Onedollarnohollar
Posts: 2,035 ✭✭✭✭
I tried calling PCGS customer service this morning. There was a message that 101 callers were ahead of me and that the wait time would be about two hours. I mean, it wasn't THAT important a question so I just hung up. I was just trying to upgrade my service level. I would only suggest that on these days where the Mint is releasing new and limited quantity issues, where there are bound to be a glut of people who have questions regarding "how to" submit or status of their submissions, etc. find a few extra operators/customer service reps to man the phones for the overflow. It would only enhance the total PCGS experience and probably save some lost submissions because of frustrations that long lines create. (maybe more company income would be generated). Thanks for everything you do.
Comments
training temps for 1 day?
If you are still interested, PCGS customer service has a call back feature.
When you call them, you enter a call back number, and 'get in line' without having to wait on the line. Then, when it is your turn, they will call you back.
It works. I did it last week when I encountered the same queue issue.
Tip: call early in the day.
Flippers clogging the lines?
msmorrisine. "training temps for one day?"
It's lasted more than one day. several days in fact.
I might suggest considering cross training maybe for the overflow? or management stepping up and helping? I'm in retail management and sometimes it's all hands on deck. I'm not complaining, just suggesting as a customer.
Wow 101 ... try an email.
Use the call back feature. I called yesterday, confirmed callback number, got a call from a rep by end of day. Easy peasy.
He who knows he has enough is rich.
This has been happening for a least a month. A little over a month ago, I called to get my subscription straightened out, and I received an automated response, more than one time, that the maximum amount of calls has been taken for the day...call back tomorrow. The call back feature works, but good gravy, it took a while.
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Can't speak for anyone else, but my experience with e-mail contact has been unsatisfactory. As in multiple attempts on separate issues with no replies. So, I had to call.
For the record, I am not complaining. Just pointing out that e-mail might not be a viable alternative to calling.
I was under the impression that you could "upgrade" your service level on line...
My experience (several times) with email (not to a specific employee who is expecting it) at PCGS is it takes about 2 weeks before they reply and not always with the information requested in the email. In this modern age, I would have expected that email would be preferred and handled much faster than a call. It is odd.
TurtleCat Gold Dollars
I thought so too. So, I checked.
The site specifically tells you to call if you want to upgrade.
Your experience with the general mailbox has been better than mine. My responses were not delayed - they never came.
Completely agree with your e-mail comments. Would expect PCGS to use it more, and more effectively, than they do now.
Again, not complaining. Just highlighting a potential opportunity for improvement.
it could be that they're understaffed because of covid.
Complaints about phone hold times, and CS phone and e-mail response times seem to have come up a lot over the past couple months. I imagine it's easily explained, and having someone like @BrettPCGS or @HeatherBoyd do so to the extent that they can would set a lot of people's minds at ease and put visions of a dumpster fire out of their heads. For all I know, all phones must be sanitized in an autoclave between each call in California, and that would sure slow things down.
Keeper of the VAM Catalog • Professional Coin Imaging • Prime Number Set • World Coins in Early America • British Trade Dollars
I called to get guidance on submitting the new MayFlower coins,,, There were 133 callers ahead of me. I put in for the call back option
I called to get guidance on submitting the new MayFlower coins,,, There were 133 callers ahead of me. I put in for the call back option
I wish you luck. I'd just get into the website and read about submitting, costs, etc. It's all there.