PCGS Customer Service E-Mail Response Time

OAKSTAR

Anyone have experience with "info@pcgs.com" and their response time?

M4Madness

My latest correspondence to that email address was 9/18 and I received a reply on 9/23.

Goldbully

My last one was one hour....fastest ever.

OAKSTAR

@Goldbully said:
My last one was one hour....fastest ever.

One hour?? That must have been a easy question:

Do you grade coins?......Yes! 🤣 😂

OAKSTAR

@M4Madness said:
My latest correspondence to that email address was 9/18 and I received a reply on 9/23.

It's been two days for me so far. So I guess I'm still in the window.

MWallace

It was a couple of years ago but my CS inquiry took over a month.

ChrisH821

There is no consistency. I am glad that PCGS_Hy hangs out in here.

Copperindian

I’ve had several instances over the years. They always respond; I think the speed depends on the nature of the inquiry and/or how busy they might be. I’ll always recommend trying them through this avenue.

ProofCollection

For a while they were really fast but I have had several issues to work through in the past few weeks and it's been about a 2 days response time each time. Now I use the website submission form even though - for reasons that blow my mind - there is no "problem with my order" contact reason option. I figure that helps them route the questions more efficiently but when there's no clear choice to report a mechanical slab error you just have to pick one that's kind of related and hope it gets to the right person. Maybe @PCGS_Hy can let the right people know that their support form is missing a few options.

PCGS_Hy

Hello All!

Our info@pcgs.com email has been depreciated and is no longer a monitored email. You should get an automated response that indicates this and asks you to reach out to us through our Website's Contact Us form. I do apologize for this confusion.

Here are the various points of contact we have available at the moment:

PCGS Customer Care

Phone
Toll Free US: (800) 447-8848

Web Form/Email
Website Contact Form - pcgs.com/contactus

Mail
PCGS, Professional Coin Grading Service
P.O. Box 9458
Newport Beach, CA 92658

PCGS Set Registry Customer Care

Phone
Toll Free US: (877) 888-1318

Email
setregistry@collectors.com

Our hours are Monday through Friday 7am to 5pm Pacifict Time.

Currently our email response time is pretty quick, and the times it gets to be the longest are when we're coming back from a weekend or holiday. These times tend to be around 48 hours and we aim to be as fast as possible with initial response time.

If you haven't heard back in longer than that, usually it might be because we didn't receive your request or the email/form didn't go through.

@OAKSTAR I'll reach out to you by DM for a follow up.

@ProofCollection We are working on adding better options internally. I can pass along having more detailed options to the support form as feedback. For the moment, I would just use the Order Status - Other option for order issues or Cert Verification or Other/General Questions for any others. We will get to your requests in the order they come in.

OAKSTAR

GREAT!! Thanks very much @PCGS_Hy.

OAKSTAR

@MWallace

Barberian

@PCGS_Hy Thanks so much for monitoring these boards and helping customers out with problems. It's greatly appreciated!

OAKSTAR

I'm sure you already know but this is still being indicated on the AutoResponse page.