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Good changes at the Registry?

I've had three different causes to reach out to customer service over the past week, (mainly dotting i's and crossing t's in advance of the awards cutoff) and in each case I've had a successful resolution within the day. I've been pretty critical on a lot of aspects within the PCGS universe over the past four years, but I'll also give credit where credit is due - I've never had that quick of a response, ever - Happy to see this change.

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    GoldminersGoldminers Posts: 3,647 ✭✭✭✭✭

    How did you reach out? I have not had any luck with several requests submitted by email that impact registry set compositions that are wrong that should be fixed before any award reviews.

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    oldsmagnetoldsmagnet Posts: 80 ✭✭✭

    I reported two certs that should (or should not) be in a set -- one was adding a new year's edition, the other was listing a cert that matched the slot but wasn't recognized, and in the comments, I added that this slot shouldn't be there at all, as it's a proof coin in an MS set. Both were fixed and responded to the next day. I replied to one of those messages about two missing 2022 Best-of-Registry blue icons in my sets (which would be my 3rd request over the past two years) and that one was fixed by the day's end. Granted, it may well only be a fluke, because historically I too have struggled with the slow-or-no response time... but I'm hopeful that it does signal some level of improvement within their ranks (and hope you can find some of that luck too)

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    GoldminersGoldminers Posts: 3,647 ✭✭✭✭✭

    Did you call someone specifically or did you email? Thanks

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    oldsmagnetoldsmagnet Posts: 80 ✭✭✭

    Strictly email - or more specifically, replying to their email confirming the completion of the slot request.

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    alaura22alaura22 Posts: 2,811 ✭✭✭✭✭

    @Goldminers said:

    I have always had no problem with sending an email to Paulina, she always takes care of the issue pretty fast

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    GoldminersGoldminers Posts: 3,647 ✭✭✭✭✭
    edited June 13, 2024 11:52AM

    Nope. I have sent at least 10 emails for 2 months and no responses at all. The only time anything got fixed is when I called once and got through and a couple error lines out of six, I asked for were fixed while she could stay on. Sorry, but they are just too busy to fix many items I have. I could list at least ten important things that really should be fixed just in modern sets.

    My National Commemorative set is missing top pop bonuses on the online version that I have asked to have fixed for nearly two years and I ask every few months.

    Click on my NCM set below in my signature line. You will see more than 10 medals with pop 1 and NONE higher with no bonus gold color and maybe 10 or more that are top pop tied with others and no light gold bonus. It is an amazing set and just no support and I have tried everything.

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    oldsmagnetoldsmagnet Posts: 80 ✭✭✭

    I'm now on 2.5 days on the last slot request, with no update. Not a big deal, it's a 2024 so won't matter for awards, but... my recent experience may very well have been a fluke. But, still, it's proof that it CAN happen, at least, and is still worth celebrating (or perhaps even more worth celebrating)

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    raycycaraycyca Posts: 1,635 ✭✭✭

    Yesterday, I contacted customer service and was connected in less than 20 minutes. A year ago, you had to be placed on a "wait list" to receive a phone call back. After I tried that for about 2 WEEKS, I gave up. The individual stated they have recruited more staff at customer service and are hiring more. He apologized for the long wait. Nice guy too, wish I got his name! Next time.
    I also told him about the crappy TVs and how the message boards are talking about them, and several people are stating they won't be submitting coins and requesting TVs. He said he hadn't heard that yet. He said he would up channel the information and have them check the message boards and hopefully they will see it here. I am also resubmitting coins for grading soon, but in NO WAY will I request TVs. He said to have people call customer and let them know about the lousy TVs, and even keep on bring up the information on the message boards. Because if he's right, they will see it here and hear it on the phones, plus see a decrease on TV requests and perhaps do SOMETHING! That's what they're being paid for!!! The great photos they USED to be known for, helped to sell their coins when paired with the PCGS certification number checkup information. You can't sell a coin for the best money, or maybe not at all, unless you have a GOOD photo. Like the old adage states: a picture speaks a thousand words, silence speaks volumes. HEAR THAT PCGS?! Should I speak louder?! Maybe we should all start a NEW thread on True View complaints so they can see the complaints now instead of having to look back at all the older threads? Just a recommendation?
    He called me back and stated he had up channeled the information and to have others contact them. The more the merrier, especially now that they have more staff to spend more time with customers in a timelier fashion. Good luck to all eyes crossed. That's what happens when trying to do a close inspection for your grading before their eyes see it for a couple seconds. Ray

    You only live life once, enjoy it like it's your last day. It just MIGHT be!

    image
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    oldsmagnetoldsmagnet Posts: 80 ✭✭✭

    I'm actually surprised True-Views aren't mandatory in some form or other. With so much counterfeiting going on, in coins, holders, and every other part of our world, having that image show up on the verification screen just seems obvious. I'd read elsewhere on these forums in the past that they often take multiple TV pics, so if something looks "off" they may have other shots to choose from. That may be worth investigating. The only TV issues I have, is them not showing up on the digital albums, which is more a registry failure than a PCGS problem. I have always Gold Shielded my submissions, and presumably always will. And as a buyer, I'm often borderline offended when I buy something that the seller (or original submitter) wasn't proud enough of his coin to actually spend the extra five bucks on it... For whatever that's worth, anyway...

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