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I am completely fed up with PCGS

Johnscott6443Johnscott6443 Posts: 29 ✭
edited July 21, 2022 7:03AM in U.S. Coin Forum

This is an excusable and probably one of the worst cases of customer service and my customer satisfaction is zero.
Long story; mailed a 15 coin regular world submission in on 3/09/2022. They acknowledged receipt on 3/11/2022. At that time the estimated turnaround time was 40 days. Two weeks later I submitted another order and noticed that the world timetable had changed to 60 days so I called and asked if I was grandfathered or they would in fact honor the original 40 days as I had submitted, they said No ! The submission sat in the received category for the next two months. I called every two weeks just to check the status and see if they could do anything to move it along. After two months they chose to increase the estimated turnaround time to 90 days; Are you Kidding! Never once did they communicate these timetable changes. I’ve been a loyal customer with many submissions and I can tell ya they don’t waste one day or a minute in taking your money when something is completed. You would think that with proper customer service process isn’t procedures they would communicate significant changes like that.
Over the past month there have been three occasions where the customer service representative said they would expedite my order because it was so old. Last Friday they told me it was in encapsulation but as we speak this morning on the 21st it still shows it is in grading.
Let’s see it arrived or they acknowledged it on 3/11/2022 and today is 7/21/2022.
That is four months and 10 days since they received it.
15 Canadian coins, are you serious !
And while I’m on the subject I have called many times right after they open at 7 a.m. PST and found a recorded message playing that they have already reached their maximum number of callbacks. Obviously they just had not changed the phone over for the new day but I’m saying 15-20 minutes later after they’re supposed to be open. I called yesterday morning and was caller 16 in the queue and was assured I would get a call back never heard a freaking thing so I’m going to try again this morning it’s always been a 50-50 chance of getting anybody to respond.
I have three other submissions behind this one that are all over three months and still in grading.
This is ridiculous

Comments

  • ShaunBC5ShaunBC5 Posts: 1,742 ✭✭✭✭✭

    TLDR - cliffs notes?

  • 1madman1madman Posts: 1,524 ✭✭✭✭✭

    I thought the moral of the story was not to submit world?

  • messydeskmessydesk Posts: 20,082 ✭✭✭✭✭

    There's nothing to "honor" when they show estimates based on previous workload. Moreover, even if they said they'd "honor" them, it really wouldn't mean anything, since they don't guarantee any turnaround.

    John
    Keeper of the VAM Catalog • Professional Coin Imaging • Prime Number Set • World Coins in Early America • British Trade Dollars • Variety Attribution
  • ShaunBC5ShaunBC5 Posts: 1,742 ✭✭✭✭✭

    Thanks @messydesk
    I’ll keep those points in mind :wink:

  • amwldcoinamwldcoin Posts: 11,269 ✭✭✭✭✭

    @messydesk said:

    @ShaunBC5 said:
    TLDR - cliffs notes?

    Grading takes too long, calling doesn't help.

    Yeah, Perhaps those calling every week or 2 to complain about the wait should receive a warning the 1st call and moved to the end of the line on the 2nd call!

    Then mine would move through faster! >:)

  • PerryHallPerryHall Posts: 46,415 ✭✭✭✭✭

    Do the other grading services have a turn around time as long as PCGS?

    Worry is the interest you pay on a debt you may not owe.
    "Paper money eventually returns to its intrinsic value---zero."----Voltaire
    "Everything you say should be true, but not everything true should be said."----Voltaire

  • messydeskmessydesk Posts: 20,082 ✭✭✭✭✭

    @PerryHall said:
    Do the other grading services have a turn around time as long as PCGS?

    All grading services you might want to use are slammed.

    John
    Keeper of the VAM Catalog • Professional Coin Imaging • Prime Number Set • World Coins in Early America • British Trade Dollars • Variety Attribution
  • Johnscott6443Johnscott6443 Posts: 29 ✭

    Thanks for the meaningful responses and for the PCGS Thought Police, just keep the blinders on !
    An estimate is fine if it’s not just a wild ass guess !
    Everyone is short staffed and overwhelmed and that should scare hell out of people submitting coins to be graded.
    I submitted with an EST. 40 day turnaround time and it’s now been over 100 days !
    And the 15 coins still show being graded.
    That’s ridiculous no matter how you look at it !

  • marcmoishmarcmoish Posts: 6,323 ✭✭✭✭✭

    Hey nice knowing you @Johnscott6443 ,in case you get booted for this rant ye know :D

    But seriously now, PCGS is def a preferred service, they have gotten more popular and it shows.
    While I feel for you, I'd rather have accurate grades and take longer than rush jobs and mistakes happen.
    Perhaps this is the new world, as 4+ mos. is nuts, agreed.
    I know it doesn't make you feel better, and I totally get it, but just pointing out a different take.

    P.S. if you want to pass some time check out the humor thread it will take a good few months to catch up, and by then surely your coins will be back :#

  • WQuarterFreddieWQuarterFreddie Posts: 2,914 ✭✭✭✭✭

    There have been many threads on this topic. I understand your frustration.

    Stop wasting your time calling Customer Service is the morale of this story. The reps heard you the first time and they are doing the best they can for you. They are most likely still working from home and can't "walk down the hall" to someone and tell them face to face about your problem.🙄

    The thing to remember is PCGS is as frustrated as you are with the processing delays and understand that they may be losing future business but what can they do?🤔

    Bottom line? Their graded coins are worth more if you sell them than any of the other TPG companies and in my opinion it is worth the wait!😎

    My advice is to take a chill pill and enjoy life while you still can. Life is too short to be obsessed with the lead times!

    You will get your graded coins at some point and you will still submit more coins in the future because PCGS is the best option!😎

  • silverpopsilverpop Posts: 6,699 ✭✭✭✭✭

    the world isn't going to what i want gripe again huh?

    heard this gripe most of my life and my question is did you even think before doing such a dumb move by griping on a chat board that will get nothing done but you most likely banned or warned, yes things are slow and service isn't as good as we want but hey we live in the real world and that is the world we live in now so either fix it or live with it your choice

    2003-present

    https://www.omnicoin.com/security/users/login

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