Should PCGS redo the grading for Pnies20, since their rep gave him WRONG information at Summer FUN?
habaraca
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Link to Paul's post on the issue,
https://forums.collectors.com/discussion/1095836/very-frustrated#latest
Should PCGS redo the grading for Pnies20, since their rep gave him WRONG information at Summer FUN?
This is a private poll: no-one will see what you voted for.
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Yes, that would be the right thing to do
Yes, a company that values customer service would step up to the plate and make this right. I have no idea with PCGS will do other than what Pnies20 has relayed so far.
My Collection of Old Holders
Never a slave to one plastic brand will I ever be.
I feel for him, truly. And PCGS 's default customer service is pitiful (although if you can get ahold of someone higher up you can actually get things done quickly) and they are ruthless for every dollar.
At the same time, this is a situation based on hearsay and/or a misunderstanding and I would totally get why a business would not want to open this particular can of worms.
Edited for grammar/typos
I have a lot of sympathy. A PCGS reps told me (in an email!) a couple years ago that PCGS would cross the “First Week of Discovery” designation from NGC. I submitted and learned they will not.
You are unlikely to get anywhere with a refund - I referenced the email from PCGS where I was told my coin was eligible for cross and still was not refunded.
I think it would be great if they did. Everything doesn’t have to be cut and dried and exceptions can be made. I did vote no on the question of “should” they. Apparently the document was clear and he signed that he understood it. I did contracts for a long time and that’s what they’re there for. I’ve also done customer service and it serves a purpose, too (they’re different, though)
I am hopeful he gets a favorable outcome.
Spoiler alert: I voted yes
BHNC #248 … 130 and counting.
This kinda falls into the he said she said category. I think that's why nothing will happen. It is unfortunate but alot of articles describing this scenario. If anything the employee should get in trouble but nobody will know exactly who said and understood what.
only if the helper can be identified and admits it.
i believe there are readers who would take advantage by saying they were given wrong info. not many ways it could happen, but it could happen.
did anyone from pcgs sign or initial the form before submission?
Sure, but a company that values goodwill and appreciates long term business should give benefit of doubt to the customer. He relied on the misinformation of their agent and the right thing to do is to fix the situation by allowing him to resubmit without incurring extra fees.
I'm on the fence. If I ran the company I would out of goodwill, or I would compromise with a discount.
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I wouldn’t take it that far. I don’t want anyone to have to admit anything or be reprimanded. That just makes everything even worse.
BHNC #248 … 130 and counting.
that's ok. but they don't get QC checks but from the customers.
Is the form self explanatory or not. I have never crossed but perhaps that would be where pcgs would need to make adjustments. If it is pretty straight forward it was possibly a misunderstanding of the question or answer. Unfortunate all around that it happened.
I voted no on the redo in their dime. Anyone can say that they had the same experience. Not everyone is as honest as we would hope.
That being said, customer service should have made the customer feel as though they at least cared about the issue and could have offered vouchers or something else. that may not have made him whole, but at least made him feel that they value his business.
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I voted yes. They are the expert they had a rep there. IF there was any chance the rep gave bad info or even the possibility of it. A good company would make it right.
It seems there is a lot of confusion getting the forms filled out. At least for the people that aren’t frequent submitters
Martin
The form itself is not intuitive. To me, blank means any grade but the instructions do spell it out.
http://ProofCollection.Net
Assuming you were clear in your communication, this PCGS staffer is dispensing incorrect information. Educating this individual does NOT need to be punitive. In fact, it should not be. Instead, this should be treated as a 'learning/improvement' opportunity.
Regardless, this specific individual needs to be made aware of this issue. Otherwise, the same thing will happen to someone else.
Edited to Add:
Just saw this post from @pursuitofliberty in the main thread. Apparently, the same exact thing happened to him at the 2022 ANA Show. Seems like this issue was not effectively addressed then. So, it is still impacting customers.
Yes, they should make it right.
Coin Photographer.
I can relate because I've called customer service several times and received inaccurate information.
In addition, at a show they filled out the submission form incorrectly.
I Agee that "PCGS 's default customer service is pitiful (although if you can get ahold of someone higher up you can actually get things done quickly) and they are ruthless for every dollar."
Employee's especially when training is inadequate make mistakes.
The bottom line is it's the right thing to do.
This is such an easy fix, I can't believe that customer service hasn't realized how important this is.
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I too can relate to Pniws20. A few years back during the covid crisis I had not yet used my 8 grading vouchers from my PCGS Platinum membership and my 1 yr membership was coming close to renewal but I unfortunately caught covid and knew I probably wouldn't be using my 8 vouchers by the time my 1 yr membership renewed. I too spoke with a PCGS rep who very clearly advised me that wasn't an issue as long as I renewed my membership I could use the grading vouchers after the 1 yr point. Well as it turned out that was 100% incorrect and my grading vouchers expired worthless. As everyone knows the biggest perk and most valuable aspect of joining is the grading vouchers and I pretty much just lost my $249.00 as a result of getting bad info from their rep. When I spoke to a customer service manager after the fact I was told no way will they honor them after the 1 yr mark regardless of what I was told previously.
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for the weekday viewers.......
Playing the slab game can be harmful to your wallet.
I don't know the affected member or the PCGS CS rep, nor do I know anything that took place other than the affected member's account. I thought it was strange that almost nobody doubted anything that was posted, absent the CS rep telling their memory of what happened.
Whenever I interact with a customer service rep from anywhere, I record their name and time and date of the call. I have pen and paper at the ready when I make the call. If they answer the phone with a "HithisisjfzcbkjzxvkljewhowcanIhelpyoutoday," I ask them to repeat themselves. I suppose I could record the call for quality assurance purposes for that matter. It's always up to the customer to protect themselves against incompetent customer service.
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I have never bought a coin with the intent of cracking it out. I just can't see spending my coin money on playing the crack out game.
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"Everything you say should be true, but not everything true should be said."----Voltaire
you might have to disclose and get acceptance. some states forbid one-sided approval recordings
Lol stop.
BHNC #248 … 130 and counting.
True, although I always hear "this call may be recorded for quality assurance purposes," so I'm guessing two can play that game. It actually could be construed as them giving me permission to record the call. "This call is being recorded..." not so much.
Keeper of the VAM Catalog • Professional Coin Imaging • Prime Number Set • World Coins in Early America • British Trade Dollars • Variety Attribution
I believe that California law requires consent for recordings.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
When I call CC ,health insurance, etc they say may be or is being recorded for Q/A,training purposes, etc. Never have they asked my permission to record my conversation with them. I wonder why.
Correct. You would rely on the law in the state where the call originated, though. I wouldn’t personally do this.
BHNC #248 … 130 and counting.
Also just because you are being alerted to the recording is not the same as asking for your permission. When we call the cable TV company they record as well without permission. Maybe the calls originate overseas.
Ask them to end the recording.
See what happens. If you are in a 2-party state, they are supposed to do just that.
ANA 50 year/Life Member (now "Emeritus")
If you do not agree to being recorded you are supposed to hang up, by staying on the phone you agree to be recorded.
The substantial truth doctrine is an important defense in defamation law that allows individuals to avoid liability if the gist of their statement was true.
First, I’ll clarify that I didn’t mean to imply you weren’t telling the truth, only that when you deal with the public you can’t assume everyone is telling the truth.
In my industry every person that has a problem anytime after we service their vehicle assumes it was us. It’s kind of a running joke. “Ever since you did my emission inspection my left rear tail light isn’t working. “ We’ve gotten to the point where all vehicles are photographed and every problem we see is also photo documented. So when they come in and say we never told them about the problems. (Happens just about weekly). We can show them the photos.
But we still treat them with respect and attempt to resolve the issue. We just don’t eat it on our dime.
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