A story about PCGS Customer service.
It may be a little long but the problem has been going on for 3 months. Started back in August and is now resolved. At the ANA in Pittsburgh I had 3 submissions from my # 3 silver fb Roosevelt dime Registry set. 25 coins total under reconsideration. My priority was to get my entire set Trueviewed. 15 were not, the other 10 I put together the night before the show as a 3rd submission hoping to maybe pickup a + here or there. Understand all of my Roosies are top pop or at most 1 point below top pop.
The customer rep knew my priority was the Trueview. Forms were filled out prior to the show. Trueview boxes were checked. The CS rep told me " under the GoldShield, Trueview is included " She drew a line down through, crossing out the Trueview boxes. O.K. A little over a thousand in fees. 1 month later, submissions are back, no upgrades which I understand, shows consistancy in grading. Two weeks go by and NO TRUEVIEW PICTURES. A phone call to CS, then I'm told " under reconsideration, no Trueviews unless they upgrade " I was not told that on placing my submissions, the CS knew my priority. NOT HAPPY AT ALL. Over a grand and nothing to show for it.
An email was sent to PCGS explaining the situation, I then received a reply from Stephanie Diaz who is the Asst. manager of customer care. PCGS sent me a shipping label. My 15 coins were resubmitted, Trueview pictures taken,coins were reholdered with Pedigrees, and are arriving today AT NO COST TO ME. I couldn't be happier. Change TPG services ? Not on your life. Way to step Stephanie and our hosts.