PCGS: PLEASE provide update on an EXPRESS order that's OVER 50 business days at PCGS UPDATE #1
raycyca
Posts: 1,672 ✭✭✭
Today was the 3rd day in a row that I've requested a call back with other days before that. I was on hold over 3 hours before the phone line was hung up. I have sent Emails, PM's, requested call backs. Yet, after over 50 business days, even after requesting the order be expedited, requesting a call from a supervisor, I can't obtain ANY status on this order. At the same time, I had 3 other orders in the same package that were REGULAR submissions. I have received the 3 other submissions back more than a month ago. I would think this should have a high priority by now. ANY status would be very much appreciated. The order number is: 24603463, and the submission number is: 321606, my name is: Ray Daniel. You have my phone number and email but if you want, I'll post it here as well. I'll do whatever it takes on my part to get this issue resolved. Thanks a LOT in advance. Signed, a very frustrated and unhappy camper.
Comments
I recommend directing your message (by using @ followed by the username) to one of the PCGS reps or mods who post here from time to time.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
I recommend you contact @PCGS_Hy to get prompt assistance. From my experience, Calling PCGS is a waste of time and patience. You'll get someone who will blame you for their mistakes and then say, "Have a nice day!
All I can offer here are guesses, educated by many years of experience, guesses.
1) a poorly filled out grading invoice (form) will always always always result in a greatly delayed delivery.
2) really unusual material must wait for the availability of the few graders qualified to grade that particular material.
3) the grading process is not necessarily a linear process from start to finish. It can be cycled backward through the process. Both finalizers and quality control can occasionally send a shipment backward to a previous step. Everyone in the process is putting their seal of approval on the shipment. Again, this is more so true with esoteric material.
4) as one example, older world material can generate more causes of disagreement than would be obvious at first blush.
5) imagine what a disagreement in house at PCGS over the genuineness of material submitted would do to service times.
Again, all just educated guesses.
@PCGS_Cheyne
@pcgs_education
@PCGS_Marketing
@PCGS_Moderator
@HeatherBoyd
Thanks to over 100 views and comments, I JUST received a call again from Hy. Again a great guy to talk with. As far as the conversation went, I'm sorry, but, we still don't know what's taking so long!!! They coins have already been removed from the holders, the photos have already been taken, the coins have been regraded. But we don't know what's going on?! I asked about the supervisor's reply, he said they were looking onto it, but haven't got back to anyone, yet. I asked to once again to have a supervisor PLEASE have them call me ASAP so we can converse, IN PERSON, at least by phone. A month after I already received the same information, I'm STILL at the same exact point. Would you be frustrated? I AM!!!
I would definitely be frustrated too; hopefully this is resolved soon as it should not take this long.
I think they lost it?
I hadn't posted details about a prior submission of mine to this thread because I have forgotten some of the details. However, about 15-17 years ago I had a submission at PCGS get "lost" internally and it dragged on and on and on. In my case, I believe Carol J (longtime PCGS members, do you remember her?) and Sandy L were in contact with me via phone with some regularity until the submission was found within PCGS.
In honor of the memory of Cpl. Michael E. Thompson
Give this email a try PCGS President
How to contact Stephanie Sabin?
To contact Stephanie Sabin send an email to stephanie@collectors.com.
I WILL be posting updates as long as it doesn't get TOO boring! Of course I won't post daily updates, but only pertinent updates, such as replies from supervisors, etc. And the true views as well. And today Hy offered me a possible solution to the TV "problem" He said it was too late for me, but, when you are filling out your submission, you should request that the true views show you the best and most accurate representation of the actual coin you're submitting. Why haven't we been given this information before? There's no area on the submission form that you can request the best photos or the crappy yellow photos we're getting right now? Do you think we are paying for and want the worst photos that we are getting? NO, of course not!
we are submitting our coins to the best coin grading service so we get the best and most accurate grades possible. AND we want to get the most accurate photos of our coins to help both ourselves and the PCGS service so we have the most accurate descriptions of our coins. That way we can keep our coins in the safe deposit boxes and look at the photos to remind us of what our little gems look like without having to visit them in jail. The best photos will also help sell our coins sight unseen because the photographs are the most accurate representations of the coin without actually having the coin in hand.
Is it possible this mystery coin is esoteric and had to be sent to an outside consultant for their evaluation? That would certainly take some additional time.
Worry is the interest you pay on a debt you may not owe.
"Paper money eventually returns to its intrinsic value---zero."----Voltaire
"Everything you say should be true, but not everything true should be said."----Voltaire
I COULD be mistaken. But, I THINK that this is the second thread about these coins. First Thread.
If I am correct, the subject coins are Kennedy Half Dollars that were submitted for regrading.
->when you are filling out your submission, you should request that the true views show you the best and most accurate representation of the actual coin you're submitting.
I thought that was what True Views did, is this something new?
I think the new forms also have options for False View, It's Complicated View, and Psilocybin Mushroom View. You have to be careful to check the right one.
Keeper of the VAM Catalog • Professional Coin Imaging • Prime Number Set • World Coins in Early America • British Trade Dollars • Variety Attribution
Don’t forget No View, Are You Sure View, and of course Parking Lot Error View.
Or Twilight View, Monochrome View, and Dirty Fingernail View.
I had a submission get permanently lost a couple years ago. I was made whole. It happens.
With the post offices, everytime they take a really old machine out of service, they find mail lost under it. People get letters sent fifty years ago.
ANA 50 year/Life Member (now "Emeritus")
For those unfamiliar with Psilocybin view, I've shown an example below:
Actual view
Psilocybin view
I too have had a recent problem. On Jan 16 I submitted an express order for one coin with attribution. PCGS failed to attribute it. I was told to send it back as soon as it arrived. (At least they paid the shipping). I believe they got the coin back on the 29th. The coin finally arrived today (Feb 25).
I paid for express service and it took 6 weeks!
Emails went unanswered and phones went unanswered. I feel they at least they owe me a partial refund.
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.
Your experience is not unique. I hope our host is following this thread because it sounds like they have a serious customer service issue that needs to be addressed.
Worry is the interest you pay on a debt you may not owe.
"Paper money eventually returns to its intrinsic value---zero."----Voltaire
"Everything you say should be true, but not everything true should be said."----Voltaire
My opinion is that they already know it and they've baked that cost into the cake already and don't care.
In honor of the memory of Cpl. Michael E. Thompson
I received a phone call last night from the manager of the PCGS Customer Service. She provided me with information which follows:
1. First, the president of PCGS is very aware of this situation as of right now. Thanks giantsfan20!
2. When this individual finds out what's going on, she'll call me and let me know what's going on.
3. They will provide me with a $150 voucher for the price difference.
4. They are sending me a voucher for shipping for the 3 coins to have them rephotographed. They are aware of the TV problem and are working on making things better, how are your most recent TV's now?
5. They are looking into why no one has called me back from the call back list.
6. They are watching this posting and now there OVER 750 views!!!
7. This is the best way that I thought I could keep everything together. If there's a better way, please let me know. Thanks for everyone's help! Ray
What coins are in the submission? in case they show up delivered somewhere else.
I'm glad, for you, that you may finally be getting some traction
I've been told I tolerate fools poorly...that may explain things if I have a problem with you. Current ebay items - Nothing at the moment
Wish she would pay attention to the CAC registry sets not working (and yes, she's aware of the problem both via email and at the FUN luncheon). Delete them if they don't want to support them anymore.
"Got a flaming heart, can't get my fill"