Is anyone else annoyed with the new PCGS email customer service system?

ProofCollection

If you guys are like me, sometimes you want to resolve minor CS issues via email, but now PCGS wants you to submit a form on their website. This is a good step because it can direct the emails where they need to go rather than having one person field them all and then direct them or have them go into a pool. I'm not sure how they used to operate with just info@pcgs.com.

Anyway, the new system has its drawbacks. Namely, when they respond to you, you get no email chain or context to what they are replying to. If you have more than one CS ticket going, there's a good chance you don't know which one they are referring to. The new system does not have a descriptive email subject line to help either. It is driving me crazy to respond to emails not knowing if I can reference content from previous emails or if I have to mention everything again and include attachments.

For a ticket I opened this morning for a submission that has languished for 7+ months, the website form (request type = order status) asked for an order number which I provided, but evidently the CS agent doesn't get that info because a few hours later I get an email asking for an order number. Good grief! If the website didn't ask me to put one in I would have put it in my message.

Sorry had to vent a little. I always wonder if the people who design these things every try to use them?

Coinscratch

That’s odd, I used the customer support email Yesterday because I had forgotten to add restoration to a couple of the coins.
They quickly responded providing me the form which I submitted today and again have already received correspondence.
I was pleasantly surprised and didn’t have to listen to elevator music.

PapiNE

Yes they've also annoyed me this week. Per their instructions, I sent them all the info needed for them to decide if my gold world coins (4 ea) could be graded at the Chicago show early next month. This info included the PCGS number for each coin, which if used, will show you a picture of the coin. Their response was to ask me for pictures of the coins. Also, a question concerning one of the new Mexico special labels was completely ignored. I also noticed no chain or context for the response.

davewesen

I used it once last week and was much better/quicker than when I emailed them a few years ago. It was a couple days of daily email tag but better than waiting a couple weeks for any response.

lkenefic

I'm just trying to update my banking information as my card number changed since last year... seems like something I should be able to do online, but I'm being prompted to call...

erscolo

The joy of not submitting coins for grading, I do not have to work with customer service. Another reason to avoid doing so. Thank you for the heads up.