PCGS Customer Service

Southside7

Does anyone know if PCGS has hired a new Director of Customer Service and, if so, who it is?

Thank you!

Casabrown

I would like to know as well as my recent experiences have been anything but stellar.

Southside7

Ever notice that entities that work at and are proud of their customer respect and service are proud to display who their Director of Customer Service (or at least their Customer Service Manager) is?

emeraldATV

I Think Your talking to one branch of the process.
Happy Holidays.

Southside7

"I Think Your talking to one branch of the process." No kidding? Wow, brilliant, thanks for that! You make a good point; as long as a business is doing other things good (mainly making tons of profit) they should no longer need to provide customer respect or service. Man, you should run the world! I wonder if PCGS will send you a gold star for your collar for being a good servant?

Sadly it's the "one branch of the process" that should also be "the most important branch of the process" (and would be if consumers would exercise the self-respect to demand it) but in actuality it has become the least important, especially in numismatics. I wonder how many here remember when customer respect and service was something required to EARN a consumers business. When businesses competed by providing better service than their competitor. But then again that was a time when Americans had self-respect. It's disappointing how the need for external validation and personal financial greed has made modern American society become not only tolerant but defending and supportive (see post above) of poor or non-existent customer service.

There was a time when customers were something a business earned, not purchased. But once business can purchase a customer (aka the customer sells-out) the customer has demonstrated no self-respect, so no need for the business to respect them either. To do so is just an added expense; a slightly smaller (but unacceptable in a paradigm of massive greed) bottom line.

If this were important to PCGS Heather would have answered already. I suspect she (they) will by banning me for calling a spade a spade.

The funniest part of all is maybe I wanted to send a compliment? But neither modern American (greed-based) businesses nor society think that way any longer.

lablover

@Southside7 said:
Does anyone know if PCGS has hired a new Director of Customer Service and, if so, who it is?

Thank you!

I've always had a good experience with PCGS Customer Service. Usually, I use the telephone, a great way to reach out. I'm sure they'd be happy to advise who the Customer Service Director is or happily handle your situation.

winesteven

While your comments have validity, there’s no need to be sarcastic and nasty to another member.

Steve

emeraldATV

My Motto when dealing with customers (48 years) is as follows...
You are my client therefore "I will protect you from anything you think is a problem with my company."
My employer's understand this stance, ... Although it took them awhile to fully grasp the concept.
Hell. took me in a flash because that's just me.
Here.s one for ya ....
"We do it all ! Then we to do it all again"
Do it right the first time.
Good better, best. Never let it rest, until your good is better and your better is best.
My eyes are green. Relax bubba, while I chill.

oldsmagnet

My recent experiences with their customer service has been... lackluster at best. Get an email from their "Problem Order Specialist" saying that one of my submissions has a problem and that I need to either call or email customer service to talk with someone at the "Problem Order Desk" (Logic would suggest "Reply" should put me directly in touch with that office...) -- So, I call. Get an automated message "Customer service is in a meeting, sorry for the inconvenience" and it hangs up on me. Call back in an hour or so, get an automated message that customer service is busy and there's not enough time left in the day to allow a callback option, and it hangs up again. So I email. And two or three days later I get a response - (One crossover was a first-day coin, and they couldn't honor that label, but could still put it as a first strike, if I'd authorize the charge -- Yeah, cool, thanks... A 30 second interaction that wasted half the week, and could have been included in the initial email, solving the whole mess in five minutes -- an observation I made a point of including in my response to both sets of emails (The generic customer service, and the "Problem Order Specialist")

Today, I get another email from the "Problem Order Specialist" that my 2nd order in the same submission has a problem that I need to call or email to address. Frankly that kinda p*ssed me off, apparently "Problem Order Specialist" is nothing more than their version of a Check Engine Light - just there to annoy you and not actually solve any problems... So now I wait another two or three days, which, with the weekend, will probably be more like five, to find out how easily ~this~ could have been solved if they had customer service that was actually on the ball. Disappointing.

dabrin

Has anyone noticed that all the 1944-S Lincoln cents have been removed from the Lincoln cent basic registry sets? I just added mine back into my registry set.

MrEureka

I very, very rarely call customer service, but my one recent call was exceptionally easy and somewhat surprisingly productive. Because, to be honest, I made the call out of frustration, not because I actually expected to get anywhere.