A story about PCGS customer service
Tom147
Posts: 1,485 ✭✭✭✭✭
Also posted on the Reistry Forum. 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.
Comments
Good ending.
Paper money eventually returns to its intrinsic value. Zero. Voltaire. Ebay coinbowlllc
I thought it was common knowledge there are no trueviews with reconsideration? Coins gotta be raw to take the trueview, unless you submit under that 1 specific service to photo the coin in the holder.
Stephanie is great btw
That story turned out a lot better than I thought it was going to.
My current "Box of 20"
Glad to hear the ending to the story. It's not that good companies don't have customer satisfaction issues, they do. It's how they handle those issues, that differentiates them.
That's not correct. Regrade will guarantee a reholder and TV (if you select that service).
I didn't know this. Seems that the CS didn't either. I talked to a few others in PM. Only one knew it. I went to the PCGS page and found where it says that though it's not very prominent. I damn sure know it now.
That's not correct. Regrade will guarantee a reholder and TV (if you select that service).
I submitted under reconsideration. Had I have known, or been told I simply would have changed my submission to regrade.
Long way around the barn, but good for you!
BST transactions: dbldie55, jayPem, 78saen, UltraHighRelief, nibanny, liefgold, FallGuy, lkeigwin, mbogoman, Sandman70gt, keets, joeykoins, ianrussell (@GC), EagleEye, ThePennyLady, GRANDAM, Ilikecolor, Gluggo, okiedude, Voyageur, LJenkins11, fastfreddie, ms70, pursuitofliberty, ZoidMeister,Coin Finder, GotTheBug, edwardjulio, Coinnmore, Nickpatton, Namvet69,...
Not true to the second part. I have sent dozens of coins for in-slab trueview service at $5ea. If the slab is in good shape the pictures look almost as good as the raw ones.
I bet if you specified in-slab trueview with a reconsideration they would do it since they are charging for it (if gold shield), but I think the default is that it is not included.
http://ProofCollection.Net
That's kinda what I was going after in my submissions. No, I didn't specify " in slab " but I'd have been O.K. with that. I had the Trueview boxes checked. The CS rep crossed them out. Said I didn't need it checked with the Goldshield service. I was willing to pay the $ 5.00 for the Trueview.
That’s the 1 specific service I was referring to (in slab trueview). I have never heard of doing reconsideration and adding in slab trueview to it. I’m not sure that is possible, would need a direct yes from customer service and get their help filling out the submission form appropriately so the order doesn’t get completely messed up.
I can imagine it would be a pain to do this, because if some coins upgraded on reconsideration, they would be taking pictures of some raw + some slabs on the same submission. I can see the order getting royally screwed up with adding possible confusion in the mix.
How 'bout some images???
At no no cost to you? lol. Your initial $1000 was the cost and now you got what you paid for.
Yup. Cost me $ 1000 initially so I guess the NO COST TO ME wasn't quite correct.. I've heard of a few ( very few ) bad stories about CS at our hosts. This was my only bad experience and and was made right. Part of the blame was mine for not knowing about the stipulations on Reconsideration. I just know I'm happy now. A PCGS customer for life.
erwindoc, I have to figure out how to post images. In the mean time, 46-64 fb basic set circ. strikes. Rank # 3. Don't expect stunning toning. I belong to the Ricko ( r.i.p. ) camp. Just recently taken a liking to toning.
Easiest way is to just right click on the image and post. There are other ways though.
A couple of the other ways:
~ drag and drop;
~ and, choosing a file.
Click here to access the latter option:
Edited: added the quote.
Nice to read a positive post about customer service. Thanks for sharing.
"Got a flaming heart, can't get my fill"