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PCGS Customer Service. Am I being unreasonable? Your opinion please.

UtahCoinUtahCoin Posts: 5,345 ✭✭✭✭✭

First off, I haven't been around much the last couple of years. I'm 71 and slowing down.

Here's the problem. In December I had a pretty bad (non vehicular) accident. Broken bones, surgery, stiches, staples, steel plates and screws. Every year my Collector Club membership expires the first week of January, and every year I send in Coins in December for my 8 freebies (I use to send in a lot more than that during the year). So obviously I didn't get a submission off while I was recovering. I sent a very polite email off to customer service explaining the situation, and asked if they could please extend me a couple of weeks extension. The reply I received was basically a flat no. I then replied and requested that my request be bumped up a level. No response.

My question, am I being unreasonable?

I've always gone out of my way to promote PCGS. Back when Don was president, I even worked with him ordering counterfeit coins and slabs out of China to see if we could help track down who some of the counterfeiters were.

Thanks for your opinions, maybe I just needed to vent. And lastly, the doc's say I should be reasonably back together by May or June.

I used to be somebody, now I'm just a coin collector.
Recipient of the coveted "You Suck" award, April 2009 for cherrypicking a 1833 CBHD LM-5, and April 2022 for a 1835 LM-12, and again in Aug 2012 for picking off a 1952 FS-902.
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    BustDMsBustDMs Posts: 1,572 ✭✭✭✭✭

    Vent away you are venting to the choir.

    Corporate America at its best.

    Q: When does a collector become a numismatist?



    A: The year they spend more on their library than their coin collection.



    A numismatist is judged more on the content of their library than the content of their cabinet.
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    habaracahabaraca Posts: 1,964 ✭✭✭✭✭

    Welcome back, I remember that smiling face such a cutie....... Sorry for your pains, Sorry pcgs is also adding to that pain.

    "I've always gone out of my way to promote PCGS. Back when Don was president, I even worked with him ordering counterfeit coins and slabs out of China to see if we could help track down who some of the counterfeiters were."

    For what ever that may be worth.......................

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    jesbrokenjesbroken Posts: 9,303 ✭✭✭✭✭

    Nearly the same happened to me with the exception, somehow, my old email address became attached to my membership and I didn't even remember it. Everytime I would log in last year to utilize my free submissions it said I did not have a current membership, so when I would contact them, they would say everything is fine you have your free submission and it is unused. So I would try again and still couldn't log in, with the address I have had since the software change and membership most every year with my email address, except last January when they renewed my membership automatically they used my 17 year old email for the membership. Finally in December it was discovered and then Christmas and my membership ended in January. I asked to have the membership extended in order to have time to utilize the free submission and was told an emphatic no. So I rushed my order in just under the wire. Not sure whether to renew or not.
    Jim


    When a man who is honestly mistaken hears the truth, he will either quit being mistaken or cease to be honest....Abraham Lincoln

    Patriotism is supporting your country all the time, and your government when it deserves it.....Mark Twain
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    ms70ms70 Posts: 13,946 ✭✭✭✭✭
    edited February 13, 2024 3:29PM

    No, you are not being unreasonable. I don't know what their problem is but in my personal experience it seems their customer service is:

    1- Understaffed / overwhelmed.

    2- The customer service department is staffed with people who don't understand collectors & how important
    the collectors needs are, and what is expected when dealing with their valuable collectibles.

    I let my membership expire because I couldn't be bothered anymore.

    Great transactions with oih82w8, JasonGaming, Moose1913.

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    mikee999mikee999 Posts: 525 ✭✭✭✭

    I think PCGS customer service and more importantly coin collecting is the least of your worries.

    At 71 your health is the utmost importance

    If it were me I’d wait till May/June or when you’ve fully recovered before to tackle the PCGS issues.

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    WalkerfanWalkerfan Posts: 8,973 ✭✭✭✭✭
    edited February 13, 2024 3:36PM

    Sorry for your troubles....

    You're not being unreasonable.

    Cash is King in corporate America.

    Disappointed but not surprised by their rejection of your request.

    “I may not believe in myself but I believe in what I’m doing” ~Jimmy Page~

    My Full Walker Registry Set (1916-1947)

    https://www.ngccoin.com/registry/competitive-sets/16292/

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    OAKSTAROAKSTAR Posts: 5,806 ✭✭✭✭✭

    No, you're not being unreasonable. You have our support! Welcome back.

    Disclaimer: I'm not a dealer, trader, grader, investor or professional numismatist. I'm just a hobbyist. (To protect me but mostly you! 🤣 )

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    ChrisH821ChrisH821 Posts: 6,328 ✭✭✭✭✭

    Nice to see you around. In fact just yesterday I was wondering where you were as I was looking at some Franklins that I bought from you.
    Still happy with them, I might have an upgrade for that 1950 at PCGS right now. Fingers crossed!

    Collector, occasional seller

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    davewesendavewesen Posts: 5,851 ✭✭✭✭✭
    edited February 13, 2024 3:57PM

    bump down your service to silver - no need to fill order for coupon. Submit what you want when you want.

    hope you are recovery well or already back to what you were

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    alaura22alaura22 Posts: 2,661 ✭✭✭✭✭

    Welcome back, and get well soon. The older you get the harder it is to mend, it just takes a lot longer but in time I hope you will fully recover.
    As for the problem, just write it off, they will get it when people don't renew anymore!

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    knovak1976knovak1976 Posts: 221 ✭✭✭

    Companies live and die by their reputations. Treat your customers good and they come back. Treat them bad and they go elsewhere. A little ‘extra’ customer service can pay off in spades and no one would even need to know. Hope you’re up and at it again soon! Cheers!

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    shishshish Posts: 1,105 ✭✭✭✭✭

    Hope you have a full and speedy recovery.

    Unfortunately, this is another example of why I didn't renew my membership this year.

    Liberty Seated and Trade Dollar Specialist
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    JimnightJimnight Posts: 10,816 ✭✭✭✭✭

    I agree with every single post above. Heal up fast my friend.

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    Project NumismaticsProject Numismatics Posts: 1,334 ✭✭✭✭✭

    Speedy recovery!

    I’ve been fighting PCGS for 4 weeks now to get a refund on my voucher submission. Despite having vouchers available, their system glitched and they charged me for grading anyway. Was promised a refund but then there was a glitch there too. Another promise today and unfortunately I am still waiting.

    This is on top of multiple other aggravations over the past couple years including incorrect info from customer service about what coins are accepted (info in writing x2, but too bad, out of luck and money) and a submission that was lost (was made whole on that one).

    @NJCoin - a contract is a contract but it goes both ways. Maybe some empathy is in order?

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    SaamSaam Posts: 463 ✭✭✭

    Not an unreasonable ask at all. They extended a voucher for me in the past for a similar circumstance. Hope you are better soon.

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    robecrobec Posts: 6,603 ✭✭✭✭✭

    Welcome back! Take care of your heath first. I feel the same as every other poster in this thread, you’re not being unreasonable at all. Hopefully those in charge will do the right thing.

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    Dave99BDave99B Posts: 8,359 ✭✭✭✭✭

    I think you're completely reasonable. P.S. Get well soon!

    Dave

    Always looking for original, better date VF20-VF35 Barber quarters and halves, and a quality beer.
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    SanctionIISanctionII Posts: 11,716 ✭✭✭✭✭

    Welcome back.

    I have always enjoyed your forum threads and comments. My best wishes to you on your health and recovery from your accident. Take good care of yourself.

    Hopefully someone at PCGS will become aware of this thread and step up to the plate and make things right.

    SanctionII

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    U1chicagoU1chicago Posts: 5,607 ✭✭✭✭✭

    @davewesen said:
    bump down your service to silver - no need to fill order for coupon. Submit what you want when you want.

    hope you are recovery well or already back to what you were

    There really is no reason to get the silver membership. If you submit nothing for a whole year, you are basically donating money (which is fine if that is what you want but not necessarily the best for most). Just wait until you are ready to submit and purchase the membership that gives you the needed amount of vouchers.

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    U1chicagoU1chicago Posts: 5,607 ✭✭✭✭✭
    edited February 13, 2024 7:18PM

    In the case of the OP, I feel bad too and would want something done but @NJCoin makes a legitimate case of why companies will usually say no. It is unfortunate though-especially when they don't hold up their end of the bargain as in the case of @Project Numismatics

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    Not unreasonable at all. You are being screwed out of something you paid for. A few months past expiration, maybe. A couple weeks, just honor the certificate.

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    LuxorLuxor Posts: 410 ✭✭✭✭✭

    Sorry to hear about that UtahCoin and hope you're feeling better.

    Basically the same thing happened to me a couple years back during the height of the Covid pandemic. I unfortunately caught a pretty bad case at the tail end of my 1-year Platinum membership and the last thing on my mind at that time was submitting coins. My membership expired and I called and asked if they could please extend my 8 vouchers and explained that I had Covid and was given a flat NO by a customer service supervisor. I thought that under the highly unusual circumstances of a once in a hundred year global pandemic they might have a bit of compassion for a long time Platinum member, but that was of course a pipe dream. As the customer service supervisor hung up, I couldn't help but remember the PCGS corporate slogan from years back when David Hall was in change......... "PCGS, Your Friend in the Rare Coin Business"

    Your hobby is supposed to be your therapy, not the reason you need it.

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    MartinMartin Posts: 836 ✭✭✭✭✭

    Glad to see you post Wes.

    Speedy recovery.

    And don’t sweat the small stuff. I know it’s a couple hundred but not really worth the worries. In the end it could be more of a loss for them than you

    Martin

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    orevilleoreville Posts: 11,780 ✭✭✭✭✭
    edited February 13, 2024 7:47PM

    I spent half of my day dealing with crappy banks and other businesses who fail to honor their promises to the consumer.

    Get better first and then hope PCGS will come to their senses.

    Example is on Sunday I subscribed to paramount+ to be able to watch the Superbowl on CBS.

    I was thinking of keeping paramount+ and paying their monthly subscription fee.

    But near the end of the Superbowl overtime Paramount+ stopped telecasting the Superbowl game and cut out to the replay of Face The Nation!

    Shades of the famous 1968 Heidi game when I was 14 years old I had to scramble to my ipad to find out what was happening!

    This is Corporate stupidity at its best.

    I was so incensed I decided to cancel Paramount+ immediately Sunday night. Of course I found out today that Paramount, as the owner of CBS, is struggling and laid off many employees despite a record Superbowl number of viewers.

    Reason for not having cable in my NY home is that I have wonderful cable service in FL and did not want to pay for two cable services.

    A Collectors Universe poster since 1997!
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    NJCoinNJCoin Posts: 1,421 ✭✭✭✭✭

    @Project Numismatics said:
    Speedy recovery!

    I’ve been fighting PCGS for 4 weeks now to get a refund on my voucher submission. Despite having vouchers available, their system glitched and they charged me for grading anyway. Was promised a refund but then there was a glitch there too. Another promise today and unfortunately I am still waiting.

    This is on top of multiple other aggravations over the past couple years including incorrect info from customer service about what coins are accepted (info in writing x2, but too bad, out of luck and money) and a submission that was lost (was made whole on that one).

    @NJCoin - a contract is a contract but it goes both ways. Maybe some empathy is in order?

    Absolutely! Did I not express that, multiple times, while simply stating reasons why PCGS wouldn't go there? Did I not say, in a similar situation, that I would do the same exact thing as @UtahCoin? Did I not agree "not unreasonable"?

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    ElKevvoElKevvo Posts: 4,064 ✭✭✭✭✭

    Hey Wes! Glad to see you back and I hope you have a speedy recovery!!

    K

    ANA LM
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    RYKRYK Posts: 35,789 ✭✭✭✭✭

    @oreville said:
    I spent half of my day dealing with crappy banks and other businesses who fail to honor their promises to the consumer.

    Get better first and then hope PCGS will come to their senses.

    Example is on Sunday I subscribed to paramount+ to be able to watch the Superbowl on CBS.

    I was thinking of keeping paramount+ and paying their monthly subscription fee.

    But near the end of the Superbowl overtime Paramount+ stopped telecasting the Superbowl game and cut out to the replay of Face The Nation!

    Shades of the famous 1968 Heidi game when I was 14 years old I had to scramble to my ipad to find out what was happening!

    This is Corporate stupidity at its best.

    I was so incensed I decided to cancel Paramount+ immediately Sunday night. Of course I found out today that Paramount, as the owner of CBS, is struggling and laid off many employees despite a record Superbowl number of viewers.

    Reason for not having cable in my NY home is that I have wonderful cable service in FL and did not want to pay for two cable services.

    Get YouTube TV. You can use it at both residences, or on your phone, iPad, or wherever. Problem solved.

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    Project NumismaticsProject Numismatics Posts: 1,334 ✭✭✭✭✭
    edited February 13, 2024 8:22PM

    @NJCoin said:

    @Project Numismatics said:
    Speedy recovery!

    I’ve been fighting PCGS for 4 weeks now to get a refund on my voucher submission. Despite having vouchers available, their system glitched and they charged me for grading anyway. Was promised a refund but then there was a glitch there too. Another promise today and unfortunately I am still waiting.

    This is on top of multiple other aggravations over the past couple years including incorrect info from customer service about what coins are accepted (info in writing x2, but too bad, out of luck and money) and a submission that was lost (was made whole on that one).

    @NJCoin - a contract is a contract but it goes both ways. Maybe some empathy is in order?

    Absolutely! Did I not express that, multiple times, while simply stating reasons why PCGS wouldn't go there? Did I not say, in a similar situation, that I would do the same exact thing as @UtahCoin? Did I not agree "not unreasonable"?

    No - you lectured the OP on not waiting to the last minute, accused him of seeking special treatment because he is a longtime customer and ultimately told him that membership might not be for him. All in a condescending manner! If you were trying to empathize, you badly missed the mark.

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    MsMorrisineMsMorrisine Posts: 32,209 ✭✭✭✭✭
    edited February 13, 2024 8:30PM

    as a way to mediate, perhaps they would take it with a doctor's note or a re-printed yet still hospital issued bill just so pcgs is not inundated with similar, but phony, requests

    do feel better and here's to hoping you aren't looking at long-term pain

    edit: you do have a long history with pcgs that can factor in

    May 9, 2007
    Join Date

    Current maintainer of Stone's Master List of Favorite Websites // My BST transactions
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    DCWDCW Posts: 6,973 ✭✭✭✭✭

    Reasonable.
    It's not like PCGS _loses_money by honoring your vouchers. You already paid.
    As an aside, I can't tell you how many yearly dues I paid before figuring out I was on auto renew. I haven't submitted anything in years.

    Dead Cat Waltz Exonumia
    "Coin collecting for outcasts..."

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    nwcoastnwcoast Posts: 2,845 ✭✭✭✭✭
    edited February 13, 2024 10:33PM

    I’m sorry to read of your painful injuries!
    I too don’t think it unreasonable to request an extension of the voucher timeline given the severity of your circumstances. One might hope that they might bend the rules a little bit occasionally, and with discretion, so as not to set an awkward precedent.
    Keeping my fingers crossed on that and best wishes for a smooth recovery!

    Happy, humble, honored and proud recipient of the “You Suck” award 10/22/2014

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    jmlanzafjmlanzaf Posts: 31,931 ✭✭✭✭✭
    edited February 14, 2024 4:54AM

    @Project Numismatics said:
    Speedy recovery!

    I’ve been fighting PCGS for 4 weeks now to get a refund on my voucher submission. Despite having vouchers available, their system glitched and they charged me for grading anyway. Was promised a refund but then there was a glitch there too. Another promise today and unfortunately I am still waiting.

    This is on top of multiple other aggravations over the past couple years including incorrect info from customer service about what coins are accepted (info in writing x2, but too bad, out of luck and money) and a submission that was lost (was made whole on that one).

    @NJCoin - a contract is a contract but it goes both ways. Maybe some empathy is in order?

    Get well soon @UtahCoin

    @Project Numismatics I don't think it's fair to accuse @NJCoin of a lack of empathy. [Although his tone, ss usual, is a little off-putting.] He is simply pointing out the business reality. You think of this as a case of one. It is really a case of 10,000. Just having to respond to annual requests for extensions adds costs. Investigating and granting exemptions adds more cost. As he said, it would be nice if they made an exception, but it is wholly understandable why they would not.

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    PerryHallPerryHall Posts: 45,432 ✭✭✭✭✭

    @jmlanzaf said:
    It is really a case of 10,000.

    Are you serious? That's a bit of an exaggeration. Those grading vouchers have value and the vast majority are used. In the case of the OP, I think a medical emergency is a valid reason to make an exception.

    Worry is the interest you pay on a debt you may not owe.

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    logger7logger7 Posts: 8,081 ✭✭✭✭✭

    The squeaky wheel gets the oil; I hope that they address your request under the traumatic circumstances. Exceptions should be made in such conditions.

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    UncleJoeUncleJoe Posts: 2,521 ✭✭✭

    First, I hope you have a speedy and healthy recovery.

    Second, I am very surprised by a lot of the responses. I am having a hard time with answering the “unreasonable” question but, if this happened to me, I would not even request an extension.

    Joe.

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    spacehaydukespacehayduke Posts: 5,471 ✭✭✭✭✭

    I did not renew with PCGS this year for 3 reasons, one of these was because Customer Service is pretty 'corporate' meaning not so great as the OP has pointed out here. It seems to have taken a downward spin also since it went to being a privately owned company. Probable less CS people.

    My view, give someone a break under the circumstances when something like than happens. He already paid for the grading vouchers after all. But no..........

    Part of being a good company is also knowing when your 'rules' should be broken. Again he already paid for the vouchers, break the rules PCGS in cases like this. Come on!


    Successful transactions with-Boosibri,lkeigwin,TomB,Broadstruck,coinsarefun,Type2,jom,ProfLiz, UltraHighRelief,Barndog,EXOJUNKIE,ldhair,fivecents,paesan,Crusty...
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    PapiNEPapiNE Posts: 281 ✭✭✭
    edited February 14, 2024 11:15AM

    Not unreasonable to ask but a stretch to think they would agree. Unfortunately, the world is full of grifters and confirming a customer is not one of them is beyond customer services purview. Imagine if word got out that they gave you an extension. Would others not expect the same treatment should they meet one of many possible setbacks in life? It's Pandora's Box.
    Happy to hear you're progressing.

    USAF veteran 1984-2005

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    ProofCollectionProofCollection Posts: 5,400 ✭✭✭✭✭

    It's not clear to me. Did they receive the submission before your membership expired? I would say that's the requirement. If your membership expires after they receive it they must still perform the services..

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    jmlanzafjmlanzaf Posts: 31,931 ✭✭✭✭✭

    @PerryHall said:

    @jmlanzaf said:
    It is really a case of 10,000.

    Are you serious? That's a bit of an exaggeration. Those grading vouchers have value and the vast majority are used. In the case of the OP, I think a medical emergency is a valid reason to make an exception.

    Yes, I'm serious. If you set a precedent of extending the deadline for "valid excuses", people will try all kinds of excuses. Weddings, illnesses, deaths in the family, moving, etc.

    I have a class of 150 students. Every exam, at least a dozen are missing and at least half of those ask for a make-up AFTER they've already missed the exam. I'm pretty sure you will see similar statistics when $300 worth of submissions are involved.

    It's never just one. The precedent created will inevitably lead to more and more requests for exception.

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    coinkatcoinkat Posts: 22,783 ✭✭✭✭✭

    Hope you are doing well and the health issues are in the rear view mirror. All things considered, this is an easy decision to offer a mutually agreeable extension for reasons that are obvious. Best wishes for a timely recovery... the coins and the submissions can wait.

    Experience the World through Numismatics...it's more than you can imagine.

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    pruebaspruebas Posts: 4,325 ✭✭✭✭✭
    edited February 14, 2024 3:00PM

    @Luxor said:
    As the customer service supervisor hung up, I couldn't help but remember the PCGS corporate slogan from years back when David Hall was in change......... "PCGS, Your Friend in the Rare Coin Business"

    Wasn’t that Bowers and Merena?

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