@lermish said:
The entire process took over 6 months.
differentiating a sms kennedy from not shouldn't hold up a submission. coin numbers on moderns shouldn't be required. doesn't pcgs say submissions can have that blank?
verifying a sms kennedy error shouldn't take 80 business days
I think, under the warranty, PCGS was searching the market for a replacement coin. That is what took the length of time. When PCGS lost their bid on an example that eventually came up is when they began the alternative solution of refunding the difference (quite substantial). At least, that is my read on the sitsuation.
@lermish said:
The entire process took over 6 months.
differentiating a sms kennedy from not shouldn't hold up a submission. coin numbers on moderns shouldn't be required. doesn't pcgs say submissions can have that blank?
verifying a sms kennedy error shouldn't take 80 business days
I think, under the warranty, PCGS was searching the market for a replacement coin. That is what took the length of time. When PCGS lost their bid on an example that eventually came up is when they began the alternative solution of refunding the difference (quite substantial). At least, that is my read on the sitsuation.
In the past for me, warranty claims have always taken a very long time and they didn't try to find a replacement. For some reason that process is not fast no matter what. But knowing that, if the submission turned into one of those that easily explains OP's experience.
Just so y'all know, I just found out on March 14, 2025 from the VP that the "problem" with the order was that the 1965 was an SMS coin. The replacement coin came up at auction on 16 March, 2025. I just found out yesterday that they didn't win the replacement coin. Why did it take so long holding up the order for that, and why did it take so long to find out they didn't win the replacement coin? Just rhetorical questions of course. We all know why. At least I'm finally getting my coins back and I was charged the FULL Express submission price! Whom ever said you can't fight city hall must have collected coins.
You only live life once, enjoy it like it's your last day. It just MIGHT be!
@lermish said:
The entire process took over 6 months.
differentiating a sms kennedy from not shouldn't hold up a submission. coin numbers on moderns shouldn't be required. doesn't pcgs say submissions can have that blank?
verifying a sms kennedy error shouldn't take 80 business days
I think, under the warranty, PCGS was searching the market for a replacement coin. That is what took the length of time. When PCGS lost their bid on an example that eventually came up is when they began the alternative solution of refunding the difference (quite substantial). At least, that is my read on the sitsuation.
In the past for me, warranty claims have always taken a very long time and they didn't try to find a replacement. For some reason that process is not fast no matter what. But knowing that, if the submission turned into one of those that easily explains OP's experience.
Yes, this.
Also, anecdotally, the departments seem to not communicate well amongst themselves, particularly customer service and accounting.
@MsMorrisine - I agree that a modern should not take that long. The grading for my coin took 2 months. The problem resolution (PCGS acknowledging the problem, figuring out what went wrong, agreeing to credit me, actually crediting me, and getting my coin back took 3+ months).
I dropped my coin off at FUN on 1/4/24. I received it 3/8/24. The cert was cancelled 3/13/24. I called PCGS that week. They finally acknowledged that they cancelled the cert and needed to review the coin on 5/29/24. I picked up my coin at the Summer ANA on 8/7/24. I finally got credited my expenses on 9/4/24. It was an awful process, PCGS was to blame every single step of the way, and they actively made the process much more difficult than it needed to be.
Here's the latest update on my submission. It only took 85 Business days, submitted on 29 November 2024, RX by PCGS on 6 December and entered into their system on 12 December 2024 to FINALLY get my coins back! Below is what happened. All coins submitted were PCGS graded Kennedy half dollars. I submitted them under the Express submission, hoping I would get an early Christmas present. I submitted them for a regrade because in the past I've submitted coins including some of these for a reconsideration review. I didn't get lucky, instead I feel they were grading the coins through rough old scratched up and hazy holders. I think that's why they never received their proper grade. Now since they were looking at naked coins they could properly and accurately regrade the coins, and only the coins, not the holder. After all, buy the coin, NOT the holder, right? Photos of the coins are on page 1 of this conversation.
1965- This coin had originally been graded as a MS 66 about 20 years ago. When I resubmitted it about 15 years ago it was upgraded to an MS 67. I have resubmitted it several times since then. I stayed at MS 67. NOW, in December 2024, they determined that the coin was actually an SMS coin! For some reason this misattributed coin held up the order all this time. They held it up and it took talking to a VP at PCGS to find out that this occurred. And he was going to break up the order and have the other 4 coins processed and returned back to me. They were then goin to process through claims to process a refund that's still outstanding and status unknown. I can't contact the claims department myself so I'm relying on others to make the magic happen?
1966- This coin was graded as an MS 66, after this regrading, it was again graded as an MS 66 coin. Side by side it looks better than my 1966 coin in MS 67, so I'm going to submit it for restoration and then regrading.
1967- This coin was graded as an MS 66, the toning and strike made it an undergraded coin. After regrading, it came back as an MS 67 coin. One of my favorite toned Kennedys I own.
1967-Coin #2. This coin I also felt was undergraded. Upon regrading, PCGS agreed and placed the coin in an MS 67+ holder!
1982-P This coin was in an MS 67 holder. Upon regrading, they thought it didn't warrant an upgrade. The VP told me they would walk it through the grading room and get back to me. Then upon checking the order, I discovered it wasn't resubmitted for another look. I spoke with another team leader and they told the grading room to hold the coin and look at it again and not to return the coin back to me until it was looked at again. The grading room let it go and it was returned to me. I was told it would have to go back for another look. I'm so against resending it to a general person, so I'm trying to work out a deal. I'm comparing my coin to the other 1982-P Kennedys on the Coinfacts website in the grade of MS 67+ and feel my coin's equal to or better than anyone of those.
I hope this explains everything and gives you all the details you've been waiting for! Just my 50 cents.
You only live life once, enjoy it like it's your last day. It just MIGHT be!
As of today, 7 June 2025, my order is 123 BUSINESS days old!!! There's still a couple of open areas now. First, PCGS reached out and stated that they would issue a refund check for $2150 which is the current value of a 1965 MS 67 Kennedy or so I was told. On 14 March 2025, the VP whom I was communicating with was Justin Atkins, whom is in charge of the PCGS price guide as one of his jobs. He stated that if he couldn't obtain the replacement coin, they have to issue a refund check in the amount of $2600, which is the current price guide value of an MS 67 Kennedy half dollar on the COINFACTS website. I was sent an offer from Araceli Diaz stating that the current value of the coin is $2150 as of 29 Apr 2025. According to the price guide, the value is still $2600 so I don't where she got that number!
Second, I contacted Stephanie Diaz whom is the manager of customer service, about obtaining the vouchers for $150 for the overcharging between the Express and Regular prices submissions. I still haven't received a response about that. As a matter of FACT, she has BLOCKED my phone number so I can't reach her by phone!!! At most I only contacted her once a week, and not every week at that. I also sent an email to Stephanie Sabin alerting her to my problems and haven't heard anything back from her or anyone else on her behalf for that matter. Once again, PCGS has placed me on the quiet service. Any suggestions? ANY assistance would be EXTREMELY appreciated! Call me dumbfounded, or just dumb? Renewal is NOT in my vocabulary.
You only live life once, enjoy it like it's your last day. It just MIGHT be!
@raycyca said:
As of today, 7 June 2025, my order is 123 BUSINESS days old!!! There's still a couple of open areas now. First, PCGS reached out and stated that they would issue a refund check for $2150 which is the current value of a 1965 MS 67 Kennedy or so I was told. On 14 March 2025, the VP whom I was communicating with was Justin Atkins, whom is in charge of the PCGS price guide as one of his jobs. He stated that if he couldn't obtain the replacement coin, they have to issue a refund check in the amount of $2600, which is the current price guide value of an MS 67 Kennedy half dollar on the COINFACTS website. I was sent an offer from Araceli Diaz stating that the current value of the coin is $2150 as of 29 Apr 2025. According to the price guide, the value is still $2600 so I don't where she got that number!
Second, I contacted Stephanie Diaz whom is the manager of customer service, about obtaining the vouchers for $150 for the overcharging between the Express and Regular prices submissions. I still haven't received a response about that. As a matter of FACT, she has BLOCKED my phone number so I can't reach her by phone!!! At most I only contacted her once a week, and not every week at that. I also sent an email to Stephanie Sabin alerting her to my problems and haven't heard anything back from her or anyone else on her behalf for that matter. Once again, PCGS has placed me on the quiet service. Any suggestions? ANY assistance would be EXTREMELY appreciated! Call me dumbfounded, or just dumb? Renewal is NOT in my vocabulary.
2150 seems acceptable to me
God comes first in everything I do. I’m dedicated to serving Him with my whole life. Coin collecting is just a hobby—but even in that, I seek to honor Him. ✝️
@raycyca said:
As of today, 7 June 2025, my order is 123 BUSINESS days old!!! There's still a couple of open areas now. First, PCGS reached out and stated that they would issue a refund check for $2150 which is the current value of a 1965 MS 67 Kennedy or so I was told. On 14 March 2025, the VP whom I was communicating with was Justin Atkins, whom is in charge of the PCGS price guide as one of his jobs. He stated that if he couldn't obtain the replacement coin, they have to issue a refund check in the amount of $2600, which is the current price guide value of an MS 67 Kennedy half dollar on the COINFACTS website. I was sent an offer from Araceli Diaz stating that the current value of the coin is $2150 as of 29 Apr 2025. According to the price guide, the value is still $2600 so I don't where she got that number!
Second, I contacted Stephanie Diaz whom is the manager of customer service, about obtaining the vouchers for $150 for the overcharging between the Express and Regular prices submissions. I still haven't received a response about that. As a matter of FACT, she has BLOCKED my phone number so I can't reach her by phone!!! At most I only contacted her once a week, and not every week at that. I also sent an email to Stephanie Sabin alerting her to my problems and haven't heard anything back from her or anyone else on her behalf for that matter. Once again, PCGS has placed me on the quiet service. Any suggestions? ANY assistance would be EXTREMELY appreciated! Call me dumbfounded, or just dumb? Renewal is NOT in my vocabulary.
I would push them to live up to the offer on 14 March 2025: "On 14 March 2025, the VP whom I was communicating with was Justin Atkins, whom is in charge of the PCGS price guide as one of his jobs. He stated that if he couldn't obtain the replacement coin, they have to issue a refund check in the amount of $2600, which is the current price guide value of an MS 67 Kennedy half dollar on the COINFACTS website."
I'm curious what the declared value was, but Greysheet retail is $1900. My experience with the guarantee process is that they quickly disavow the guide price when making offers. Also that the guarantee process inexplicably takes forever.
@raycyca said:
Here's the latest: Like I said, I was contacted by a PCGS VP and gave me encouraging information on tis submission. I was told to expect a couple things to happen. Today is business day 76 Y'all! Since that day, PCGS has gone DARK, like the middle of the night. NOTHING AT ALL!? I have no further information. Right now they are Baltimore, MD. I have half a mind to drop in and say HOWDY Y'all. Remember me?
I still have so many more coins to submit, but as you can figure, NO WAY. Otherwise, I'd drive to Baltimore, pickup my coins and drop off more. If you want your coins fast, go to the show, drop them off and pay the fee. Get your coins at the end of the show. Or go regular. Express is out of my future here. Why, because out of 4 submissions I submitted that day, 3 were regular submissions. They came back in significantly less time than estimated. Now it's at 5 TIMES the estimate.
Patience is a virtue lacking in our immediate gratification society.
Out of thens of thousands of submissions PCGS handles flawlessly it is the loudest complaint when PCGS needs a bit more time to get it correct.
Do you want it quick or do you want it right?
Express service would SUGGEST THAT YOU WANT IT QUICK, no?
I declared the value of the coin to be $2600 which is what the PCGS price guide states that the value was when I submitted the coin under the Express service LAST YEAR. And the VP of the price guide also agreed on 14 March 2025 was $2600. So I don't know where the $2150 "market value" came from nor do I know where Araceli's input comes from or whom she represents. Where does the arbitrary figure of $2150 come from? The last one sold on 16 March 2025 for over $3300 including the BP from Great Collections. That's not an arbitrary figure!
You only live life once, enjoy it like it's your last day. It just MIGHT be!
1965- This coin had originally been graded as a MS 66 about 20 years ago. When I resubmitted it about 15 years ago it was upgraded to an MS 67. I have resubmitted it several times since then. I stayed at MS 67. NOW, in December 2024, they determined that the coin was actually an SMS coin! For some reason this misattributed coin held up the order all this time. They held it up and it took talking to a VP at PCGS to find out that this occurred. And he was going to break up the order and have the other 4 coins processed and returned back to me. They were then goin to process through claims to process a refund that's still outstanding and status unknown. I can't contact the claims department myself so I'm relying on others to make the magic happen?
@raycyca said:
I declared the value of the coin to be $2600 which is what the PCGS price guide states that the value was when I submitted the coin under the Express service LAST YEAR. And the VP of the price guide also agreed on 14 March 2025 was $2600. So I don't know where the $2150 "market value" came from nor do I know where Araceli's input comes from or whom she represents. Where does the arbitrary figure of $2150 come from? The last one sold on 16 March 2025 for over $3300 including the BP from Great Collections. That's not an arbitrary figure!
Good luck with your negotiations over value.
Just an FYI. I KNOW that you are dealing with a loss payout. Notwithstanding, because of an earlier post from @ProofCollection, I just reviewed the PCGS 'grade/authenticity' guarantee. Thought it might be instructive, because both involve PCGS payouts. In the Guarantee, PCGS defines "current market value" as "dealer replacement value", not 'price guide/dealer ask'. I am GUESSING that PCGS will adopt a similar stance on a loss payout, which would explain the lower-than-expected (initial?) offer.
@ProofCollection said:
I'm curious what the declared value was, but Greysheet retail is $1900. My experience with the guarantee process is that they quickly disavow the guide price when making offers. Also that the guarantee process inexplicably takes forever.
It’s not inexplicable to me. I seriously doubt that dealing with and paying out on guarantees is anywhere close to the top of the priority list.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
@raycyca said:
Here's the latest: Like I said, I was contacted by a PCGS VP and gave me encouraging information on tis submission. I was told to expect a couple things to happen. Today is business day 76 Y'all! Since that day, PCGS has gone DARK, like the middle of the night. NOTHING AT ALL!? I have no further information. Right now they are Baltimore, MD. I have half a mind to drop in and say HOWDY Y'all. Remember me?
I still have so many more coins to submit, but as you can figure, NO WAY. Otherwise, I'd drive to Baltimore, pickup my coins and drop off more. If you want your coins fast, go to the show, drop them off and pay the fee. Get your coins at the end of the show. Or go regular. Express is out of my future here. Why, because out of 4 submissions I submitted that day, 3 were regular submissions. They came back in significantly less time than estimated. Now it's at 5 TIMES the estimate.
Patience is a virtue lacking in our immediate gratification society.
Out of thens of thousands of submissions PCGS handles flawlessly it is the loudest complaint when PCGS needs a bit more time to get it correct.
Do you want it quick or do you want it right?
Express service would SUGGEST THAT YOU WANT IT QUICK, no?
Express service could just as easily suggest that based on the estimated value of the coin, you can’t choose a lower cost/slower service.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
@ProofCollection said:
I'm curious what the declared value was, but Greysheet retail is $1900. My experience with the guarantee process is that they quickly disavow the guide price when making offers. Also that the guarantee process inexplicably takes forever.
It’s not inexplicable to me. I seriously doubt that dealing with and paying out on guarantees is anywhere close to the top of the priority list.
For a matter that is a routine process no excessive delay is reasonable. Customer sends coin in, someone approves the claim, someone decides & negotiates a payout, and then a payment order is processed. Priority or not, there's no reason for any of these steps to languish and it should be part of a weekly or at least monthly workflow process.
@ProofCollection said:
I'm curious what the declared value was, but Greysheet retail is $1900. My experience with the guarantee process is that they quickly disavow the guide price when making offers. Also that the guarantee process inexplicably takes forever.
It’s not inexplicable to me. I seriously doubt that dealing with and paying out on guarantees is anywhere close to the top of the priority list.
For a matter that is a routine process no excessive delay is reasonable. Customer sends coin in, someone approves the claim, someone decides & negotiates a payout, and then a payment order is processed. Priority or not, there's no reason for any of these steps to languish and it should be part of a weekly or at least monthly workflow process.
I didn’t say that the delays were reasonable or excusable. I believe that many of them aren’t.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
@raycyca said:
Here's the latest: Like I said, I was contacted by a PCGS VP and gave me encouraging information on tis submission. I was told to expect a couple things to happen. Today is business day 76 Y'all! Since that day, PCGS has gone DARK, like the middle of the night. NOTHING AT ALL!? I have no further information. Right now they are Baltimore, MD. I have half a mind to drop in and say HOWDY Y'all. Remember me?
I still have so many more coins to submit, but as you can figure, NO WAY. Otherwise, I'd drive to Baltimore, pickup my coins and drop off more. If you want your coins fast, go to the show, drop them off and pay the fee. Get your coins at the end of the show. Or go regular. Express is out of my future here. Why, because out of 4 submissions I submitted that day, 3 were regular submissions. They came back in significantly less time than estimated. Now it's at 5 TIMES the estimate.
Patience is a virtue lacking in our immediate gratification society.
Out of thens of thousands of submissions PCGS handles flawlessly it is the loudest complaint when PCGS needs a bit more time to get it correct.
Do you want it quick or do you want it right?
Express service would SUGGEST THAT YOU WANT IT QUICK, no?
Express service could just as easily suggest that based on the estimated value of the coin, you can’t choose a lower cost/slower service.
True, but how would you suggest that someone get fast service for a $500 coin?
@raycyca said:
Here's the latest: Like I said, I was contacted by a PCGS VP and gave me encouraging information on tis submission. I was told to expect a couple things to happen. Today is business day 76 Y'all! Since that day, PCGS has gone DARK, like the middle of the night. NOTHING AT ALL!? I have no further information. Right now they are Baltimore, MD. I have half a mind to drop in and say HOWDY Y'all. Remember me?
I still have so many more coins to submit, but as you can figure, NO WAY. Otherwise, I'd drive to Baltimore, pickup my coins and drop off more. If you want your coins fast, go to the show, drop them off and pay the fee. Get your coins at the end of the show. Or go regular. Express is out of my future here. Why, because out of 4 submissions I submitted that day, 3 were regular submissions. They came back in significantly less time than estimated. Now it's at 5 TIMES the estimate.
Patience is a virtue lacking in our immediate gratification society.
Out of thens of thousands of submissions PCGS handles flawlessly it is the loudest complaint when PCGS needs a bit more time to get it correct.
Do you want it quick or do you want it right?
Express service would SUGGEST THAT YOU WANT IT QUICK, no?
Express service could just as easily suggest that based on the estimated value of the coin, you can’t choose a lower cost/slower service.
True, but how would you suggest that someone get fast service for a $500 coin?
Use the fastest/most expensive tier option and attribute the financial loss to “tuition”.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
@ProofCollection said:
I'm curious what the declared value was, but Greysheet retail is $1900. My experience with the guarantee process is that they quickly disavow the guide price when making offers. Also that the guarantee process inexplicably takes forever.
In my experience it is very low as if there is not a strong market for the right coins in PCGS holders. It took me over three months to get a figure on what they would pay; one was if the coin was returned in a problem holder, the other was if they bought it. A coin I paid around $2700 for I got an offer of $1600 or so; I opted for them to return it in the problem holder plus a check from them.
@raycyca said:
Here's the latest: Like I said, I was contacted by a PCGS VP and gave me encouraging information on tis submission. I was told to expect a couple things to happen. Today is business day 76 Y'all! Since that day, PCGS has gone DARK, like the middle of the night. NOTHING AT ALL!? I have no further information. Right now they are Baltimore, MD. I have half a mind to drop in and say HOWDY Y'all. Remember me?
I still have so many more coins to submit, but as you can figure, NO WAY. Otherwise, I'd drive to Baltimore, pickup my coins and drop off more. If you want your coins fast, go to the show, drop them off and pay the fee. Get your coins at the end of the show. Or go regular. Express is out of my future here. Why, because out of 4 submissions I submitted that day, 3 were regular submissions. They came back in significantly less time than estimated. Now it's at 5 TIMES the estimate.
Patience is a virtue lacking in our immediate gratification society.
Out of thens of thousands of submissions PCGS handles flawlessly it is the loudest complaint when PCGS needs a bit more time to get it correct.
Do you want it quick or do you want it right?
Express service would SUGGEST THAT YOU WANT IT QUICK, no?
Express service could just as easily suggest that based on the estimated value of the coin, you can’t choose a lower cost/slower service.
True, but how would you suggest that someone get fast service for a $500 coin?
Use the fastest/most expensive tier option and attribute the financial loss to “tuition”.
That's for newbies, but yeah pay the piper is your only choice.
Sadly based on what I see here you sometimes don't get the express service even if you pay for it so there's that. But I'll say that my comment likely applies most of the time.
Remember that al of this started on 6 DECEMBER 2024 when PCGS received my EXPRESS order in the first place. They didn't acknowledge the fact that it was an SMS coin and NOT a regular MS coin until Justin called me on 14 March 2025! So on 17 March 2025 they knew they owed me what Justin acknowledged was the fair market value of $2600 since 14 March 2025! What's the holdup and why will NO ONE at all at PCGS acknowledge that there's a problem, the ball's in THEIR court, and something NEEDS to be done? It's NOT very customer friendly, doesn't acknowledge there's an internal problem, shows a complete lack of respect for a member that's been a customer for over 25 years, nor do they care about public opinion of how well they take care of their customers. Look at the registry that has made them tens if not hundreds of millions of dollars! Look how many members state they are dropping their membership, or are no longer going to participate in the registry anymore. Do they show ANY concern? Look at how long it takes to reach someone in the customer service area by phone if you can even get through? Sorry for another rant. I know there's no one in the White Castle that has any concern or respect to make thing better for us "little people."
You only live life once, enjoy it like it's your last day. It just MIGHT be!
Hi Ray. Before this order gets to be 1/2 year old, here is what I suggest (and it is just a suggestion as PCGS and yourself are obviously free to do anything you both want to do). If I understand this all correctly, at various points in time PCGS offered you $2,600 and $2,150 respectively to settle up this situation. I do believe PCGS was very nice in agreeing to buy back this SMS coin in the first place. My suggestion is simply ask PCGS to split the offers down the middle and wrap up this matter for $2,375. I think that would be fair all the way around, but perhaps I was watching way too many Judge Judy reruns in the middle of the night in London last month. lol. Good luck to you in concluding this matter, one way or the other. Wondercoin.
Please visit my website at www.wondercoins.com and my ebay auctions under my user name www.wondercoin.com.
@wondercoin said:
Hi Ray. Before this order gets to be 1/2 year old, here is what I suggest (and it is just a suggestion as PCGS and yourself are obviously free to do anything you both want to do). If I understand this all correctly, at various points in time PCGS offered you $2,600 and $2,150 respectively to settle up this situation. I do believe PCGS was very nice in agreeing to buy back this SMS coin in the first place. My suggestion is simply ask PCGS to split the offers down the middle and wrap up this matter for $2,375. I think that would be fair all the way around, but perhaps I was watching way too many Judge Judy reruns in the middle of the night in London last month. lol. Good luck to you in concluding this matter, one way or the other. Wondercoin.
From the posts, it appears they offered and he was willing to take the offers but PCGS never followed through. The process seems to be stuck since PCGS is not being responsive.
Thanks Mitch. I WOULD agree to those terms. The only problem is that PCGS has gone totally radio silent. I can't get through to a single person or have a phone call, text message or e-mail returned. This goes from the very nice Hy, to his boss Stephanie Diaz, VP Justin Atkins and/or Stephanie have ALL been contacted on this issue. If you can think of any way to get a response from anyone, I'd really appreciate it. Ray
You only live life once, enjoy it like it's your last day. It just MIGHT be!
“Thanks Mitch. I WOULD agree to those terms. The only problem is that PCGS has gone totally radio silent. I can't get through to a single person or have a phone call, text message or e-mail returned. This goes from the very nice Hy, to his boss Stephanie Diaz, VP Justin Atkins and/or Stephanie have ALL been contacted on this issue. If you can think of any way to get a response from anyone, I'd really appreciate it. Ray”
Hi Ray. Try calling customer service and explain the current situation including the fact you would be comfortable “splitting down the middle the 2 offers” and accepting $2,375. See where that takes you. The PCGS folks you listed by name above are all wonderful people. Best of luck with wrapping this up.
Wondercoin.
Please visit my website at www.wondercoins.com and my ebay auctions under my user name www.wondercoin.com.
@wondercoin said:
“Thanks Mitch. I WOULD agree to those terms. The only problem is that PCGS has gone totally radio silent. I can't get through to a single person or have a phone call, text message or e-mail returned. This goes from the very nice Hy, to his boss Stephanie Diaz, VP Justin Atkins and/or Stephanie have ALL been contacted on this issue. If you can think of any way to get a response from anyone, I'd really appreciate it. Ray”
Hi Ray. Try calling customer service and explain the current situation including the fact you would be comfortable “splitting down the middle the 2 offers” and accepting $2,375. See where that takes you. The PCGS folks you listed by name above are all wonderful people. Best of luck with wrapping this up.
Wondercoin.
Mitch, each person mentioned by name might very well be wonderful people. However, if what @raycyca stated was accurate and there weren’t mitigating circumstances, he hasn’t been receiving excellent customer service from them recently.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
@raycyca said:
Thanks Mitch. I WOULD agree to those terms.
let's rehash
what $ amount would you take to be satisfied and end everything?
What difference does that make? The forum doesn’t get to decide how to resolve the situation.
it's not nosy
it's a public record
then maybe someone who pcgs is not ignoring can broker the deal
CU likely does around $100 million in annual revenue, with roughly a third of that coming from PCGS. Is it really worth the couple-hundred-dollar difference—and the public goodwill it risks—to keep dragging this out? Wouldn’t it make more sense to just resolve it quickly and avoid tying up the time and attention of half a dozen CU employees for months?
I’ve had several frustrating experiences trying to recover less than $200 I was owed by PCGS, and it’s genuinely puzzling. It never ceases to amaze me how often mid-sized or even large companies treat nickels like they’re manhole covers. CU isn’t unique in this, but I'll never understand it.
@davewesen said:
They are probably still looking for a replacement
It's possible.
That said, if I 'read' the OP's last post correctly, he would just like an update on the status of the claim (e.g., looking for a replacement, offering a payout, refusing the claim, etc.).
Second, I contacted Stephanie Diaz whom is the manager of customer service, about obtaining the vouchers for $150 for the overcharging between the Express and Regular prices submissions. I still haven't received a response about that. As a matter of FACT, she has BLOCKED my phone number so I can't reach her by phone!!! At most I only contacted her once a week, and not every week at that.
This comment from an earlier post stood out to me. I don't know what to make of it but there could be more to the story. 🧐
@raycyca said:
Thanks Mitch. I WOULD agree to those terms.
let's rehash
what $ amount would you take to be satisfied and end everything?
What difference does that make? The forum doesn’t get to decide how to resolve the situation.
it's not nosy
it's a public record
then maybe someone who pcgs is not ignoring can broker the deal
CU likely does around $100 million in annual revenue, with roughly a third of that coming from PCGS. Is it really worth the couple-hundred-dollar difference—and the public goodwill it risks—to keep dragging this out? Wouldn’t it make more sense to just resolve it quickly and avoid tying up the time and attention of half a dozen CU employees for months?
I’ve had several frustrating experiences trying to recover less than $200 I was owed by PCGS, and it’s genuinely puzzling. It never ceases to amaze me how often mid-sized or even large companies treat nickels like they’re manhole covers. CU isn’t unique in this, but I'll never understand it.
I’ve seen the same thing at multiple places. Companies will spend millions like it’s nothing but your low dollar refund becomes a drawn out painful experience.
@raycyca said:
Thanks Mitch. I WOULD agree to those terms.
let's rehash
what $ amount would you take to be satisfied and end everything?
What difference does that make? The forum doesn’t get to decide how to resolve the situation.
it's not nosy
it's a public record
then maybe someone who pcgs is not ignoring can broker the deal
CU likely does around $100 million in annual revenue, with roughly a third of that coming from PCGS. Is it really worth the couple-hundred-dollar difference—and the public goodwill it risks—to keep dragging this out? Wouldn’t it make more sense to just resolve it quickly and avoid tying up the time and attention of half a dozen CU employees for months?
I’ve had several frustrating experiences trying to recover less than $200 I was owed by PCGS, and it’s genuinely puzzling. It never ceases to amaze me how often mid-sized or even large companies treat nickels like they’re manhole covers. CU isn’t unique in this, but I'll never understand it.
I was fairly mad at PCGS for not refunding 62 bucks earlier this year. Not much $62, but the principal does matter. It took just over 5 months to receive it. Their mistake, they admitted it. In all the calls and emails, the responses I received were either "you will get it in two weeks" or no response at all. Each time, the rep did apologize for the inconvenience. I understand fully what the OP and others have posted with similar delays and agree that a multi-million-dollar organization for whatever product or service should be forthright and efficient in legitimate returns or other customer issues.
Comments
I think, under the warranty, PCGS was searching the market for a replacement coin. That is what took the length of time. When PCGS lost their bid on an example that eventually came up is when they began the alternative solution of refunding the difference (quite substantial). At least, that is my read on the sitsuation.
peacockcoins
In the past for me, warranty claims have always taken a very long time and they didn't try to find a replacement. For some reason that process is not fast no matter what. But knowing that, if the submission turned into one of those that easily explains OP's experience.
http://ProofCollection.Net
I hope you get your original 1965 back with the group. A raw submission to NGC could give a nice result.
Just so y'all know, I just found out on March 14, 2025 from the VP that the "problem" with the order was that the 1965 was an SMS coin. The replacement coin came up at auction on 16 March, 2025. I just found out yesterday that they didn't win the replacement coin. Why did it take so long holding up the order for that, and why did it take so long to find out they didn't win the replacement coin? Just rhetorical questions of course. We all know why. At least I'm finally getting my coins back and I was charged the FULL Express submission price! Whom ever said you can't fight city hall must have collected coins.
Yes, this.
Also, anecdotally, the departments seem to not communicate well amongst themselves, particularly customer service and accounting.
@MsMorrisine - I agree that a modern should not take that long. The grading for my coin took 2 months. The problem resolution (PCGS acknowledging the problem, figuring out what went wrong, agreeing to credit me, actually crediting me, and getting my coin back took 3+ months).
I dropped my coin off at FUN on 1/4/24. I received it 3/8/24. The cert was cancelled 3/13/24. I called PCGS that week. They finally acknowledged that they cancelled the cert and needed to review the coin on 5/29/24. I picked up my coin at the Summer ANA on 8/7/24. I finally got credited my expenses on 9/4/24. It was an awful process, PCGS was to blame every single step of the way, and they actively made the process much more difficult than it needed to be.
chopmarkedtradedollars.com
Here's the latest update on my submission. It only took 85 Business days, submitted on 29 November 2024, RX by PCGS on 6 December and entered into their system on 12 December 2024 to FINALLY get my coins back! Below is what happened. All coins submitted were PCGS graded Kennedy half dollars. I submitted them under the Express submission, hoping I would get an early Christmas present. I submitted them for a regrade because in the past I've submitted coins including some of these for a reconsideration review. I didn't get lucky, instead I feel they were grading the coins through rough old scratched up and hazy holders. I think that's why they never received their proper grade. Now since they were looking at naked coins they could properly and accurately regrade the coins, and only the coins, not the holder. After all, buy the coin, NOT the holder, right? Photos of the coins are on page 1 of this conversation.
1965- This coin had originally been graded as a MS 66 about 20 years ago. When I resubmitted it about 15 years ago it was upgraded to an MS 67. I have resubmitted it several times since then. I stayed at MS 67. NOW, in December 2024, they determined that the coin was actually an SMS coin! For some reason this misattributed coin held up the order all this time. They held it up and it took talking to a VP at PCGS to find out that this occurred. And he was going to break up the order and have the other 4 coins processed and returned back to me. They were then goin to process through claims to process a refund that's still outstanding and status unknown. I can't contact the claims department myself so I'm relying on others to make the magic happen?
1966- This coin was graded as an MS 66, after this regrading, it was again graded as an MS 66 coin. Side by side it looks better than my 1966 coin in MS 67, so I'm going to submit it for restoration and then regrading.
1967- This coin was graded as an MS 66, the toning and strike made it an undergraded coin. After regrading, it came back as an MS 67 coin. One of my favorite toned Kennedys I own.
1967-Coin #2. This coin I also felt was undergraded. Upon regrading, PCGS agreed and placed the coin in an MS 67+ holder!
1982-P This coin was in an MS 67 holder. Upon regrading, they thought it didn't warrant an upgrade. The VP told me they would walk it through the grading room and get back to me. Then upon checking the order, I discovered it wasn't resubmitted for another look. I spoke with another team leader and they told the grading room to hold the coin and look at it again and not to return the coin back to me until it was looked at again. The grading room let it go and it was returned to me. I was told it would have to go back for another look. I'm so against resending it to a general person, so I'm trying to work out a deal. I'm comparing my coin to the other 1982-P Kennedys on the Coinfacts website in the grade of MS 67+ and feel my coin's equal to or better than anyone of those.
I hope this explains everything and gives you all the details you've been waiting for! Just my 50 cents.
This is crazy on multiple levels!
I wonder what they will determine value for your 65 is, the $3K they bid on one a couple weeks ago, or the $1500 one went for last summer
You are fortunate that at some point in the process they decided to treat the 1965 as a warranty and not a mechanical error.
As of today, 7 June 2025, my order is 123 BUSINESS days old!!! There's still a couple of open areas now. First, PCGS reached out and stated that they would issue a refund check for $2150 which is the current value of a 1965 MS 67 Kennedy or so I was told. On 14 March 2025, the VP whom I was communicating with was Justin Atkins, whom is in charge of the PCGS price guide as one of his jobs. He stated that if he couldn't obtain the replacement coin, they have to issue a refund check in the amount of $2600, which is the current price guide value of an MS 67 Kennedy half dollar on the COINFACTS website. I was sent an offer from Araceli Diaz stating that the current value of the coin is $2150 as of 29 Apr 2025. According to the price guide, the value is still $2600 so I don't where she got that number!
Second, I contacted Stephanie Diaz whom is the manager of customer service, about obtaining the vouchers for $150 for the overcharging between the Express and Regular prices submissions. I still haven't received a response about that. As a matter of FACT, she has BLOCKED my phone number so I can't reach her by phone!!! At most I only contacted her once a week, and not every week at that. I also sent an email to Stephanie Sabin alerting her to my problems and haven't heard anything back from her or anyone else on her behalf for that matter. Once again, PCGS has placed me on the quiet service. Any suggestions? ANY assistance would be EXTREMELY appreciated! Call me dumbfounded, or just dumb? Renewal is NOT in my vocabulary.
2150 seems acceptable to me
God comes first in everything I do. I’m dedicated to serving Him with my whole life. Coin collecting is just a hobby—but even in that, I seek to honor Him. ✝️
Re: the dollar discrepancy in the first paragraph
See PCGS Submission T&C #4:
Source: https://assets.ctfassets.net/fhzewa1dex84/74P1onL08NUUPkSfCRPtne/1fa56e3af98ec0e20597828935875582/usacoin.pdf
Have no idea if your declared value comes into play. Also, not sure that "fair market value" = PCGS price guide value.
I would push them to live up to the offer on 14 March 2025: "On 14 March 2025, the VP whom I was communicating with was Justin Atkins, whom is in charge of the PCGS price guide as one of his jobs. He stated that if he couldn't obtain the replacement coin, they have to issue a refund check in the amount of $2600, which is the current price guide value of an MS 67 Kennedy half dollar on the COINFACTS website."
It is never a good sign when a professional of PCGS blocks your number.
She'd probably have that approval to do so from her higher-up.
peacockcoins
I'm curious what the declared value was, but Greysheet retail is $1900. My experience with the guarantee process is that they quickly disavow the guide price when making offers. Also that the guarantee process inexplicably takes forever.
http://ProofCollection.Net
Express service would SUGGEST THAT YOU WANT IT QUICK, no?
I declared the value of the coin to be $2600 which is what the PCGS price guide states that the value was when I submitted the coin under the Express service LAST YEAR. And the VP of the price guide also agreed on 14 March 2025 was $2600. So I don't know where the $2150 "market value" came from nor do I know where Araceli's input comes from or whom she represents. Where does the arbitrary figure of $2150 come from? The last one sold on 16 March 2025 for over $3300 including the BP from Great Collections. That's not an arbitrary figure!
.
one 67 is not equal to another 67
i'd expect a check instead of another coin
Good luck with your negotiations over value.
Just an FYI. I KNOW that you are dealing with a loss payout. Notwithstanding, because of an earlier post from @ProofCollection, I just reviewed the PCGS 'grade/authenticity' guarantee. Thought it might be instructive, because both involve PCGS payouts. In the Guarantee, PCGS defines "current market value" as "dealer replacement value", not 'price guide/dealer ask'. I am GUESSING that PCGS will adopt a similar stance on a loss payout, which would explain the lower-than-expected (initial?) offer.
Sitting on 2 submissions until I don't see any more of these types of threads for a while.
Holy Smokes!
TrueView issues.
Registry issues.
Grading issues.
My Saint Set
It’s not inexplicable to me. I seriously doubt that dealing with and paying out on guarantees is anywhere close to the top of the priority list.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
Express service could just as easily suggest that based on the estimated value of the coin, you can’t choose a lower cost/slower service.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
For a matter that is a routine process no excessive delay is reasonable. Customer sends coin in, someone approves the claim, someone decides & negotiates a payout, and then a payment order is processed. Priority or not, there's no reason for any of these steps to languish and it should be part of a weekly or at least monthly workflow process.
http://ProofCollection.Net
I didn’t say that the delays were reasonable or excusable. I believe that many of them aren’t.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
True, but how would you suggest that someone get fast service for a $500 coin?
Use the fastest/most expensive tier option and attribute the financial loss to “tuition”.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
In my experience it is very low as if there is not a strong market for the right coins in PCGS holders. It took me over three months to get a figure on what they would pay; one was if the coin was returned in a problem holder, the other was if they bought it. A coin I paid around $2700 for I got an offer of $1600 or so; I opted for them to return it in the problem holder plus a check from them.
That's for newbies, but yeah pay the piper is your only choice.
Sadly based on what I see here you sometimes don't get the express service even if you pay for it so there's that. But I'll say that my comment likely applies most of the time.
Remember that al of this started on 6 DECEMBER 2024 when PCGS received my EXPRESS order in the first place. They didn't acknowledge the fact that it was an SMS coin and NOT a regular MS coin until Justin called me on 14 March 2025! So on 17 March 2025 they knew they owed me what Justin acknowledged was the fair market value of $2600 since 14 March 2025! What's the holdup and why will NO ONE at all at PCGS acknowledge that there's a problem, the ball's in THEIR court, and something NEEDS to be done? It's NOT very customer friendly, doesn't acknowledge there's an internal problem, shows a complete lack of respect for a member that's been a customer for over 25 years, nor do they care about public opinion of how well they take care of their customers. Look at the registry that has made them tens if not hundreds of millions of dollars! Look how many members state they are dropping their membership, or are no longer going to participate in the registry anymore. Do they show ANY concern? Look at how long it takes to reach someone in the customer service area by phone if you can even get through? Sorry for another rant. I know there's no one in the White Castle that has any concern or respect to make thing better for us "little people."
One consolation : Once you get through all this, it won’t be “modern crap” . It is already showing signs of being a classic.
``https://ebay.us/m/KxolR5
Hi Ray. Before this order gets to be 1/2 year old, here is what I suggest (and it is just a suggestion as PCGS and yourself are obviously free to do anything you both want to do). If I understand this all correctly, at various points in time PCGS offered you $2,600 and $2,150 respectively to settle up this situation. I do believe PCGS was very nice in agreeing to buy back this SMS coin in the first place. My suggestion is simply ask PCGS to split the offers down the middle and wrap up this matter for $2,375. I think that would be fair all the way around, but perhaps I was watching way too many Judge Judy reruns in the middle of the night in London last month. lol. Good luck to you in concluding this matter, one way or the other. Wondercoin.
From the posts, it appears they offered and he was willing to take the offers but PCGS never followed through. The process seems to be stuck since PCGS is not being responsive.
U1Chicago- I believe there were -2- offers at different price levels. My post addresses compromising now to get the matter concluded.
Wondercoin
Thanks Mitch. I WOULD agree to those terms. The only problem is that PCGS has gone totally radio silent. I can't get through to a single person or have a phone call, text message or e-mail returned. This goes from the very nice Hy, to his boss Stephanie Diaz, VP Justin Atkins and/or Stephanie have ALL been contacted on this issue. If you can think of any way to get a response from anyone, I'd really appreciate it. Ray
Didn't you say at some point that certain people had blocked your phone number?
Did you by any chance mention potential action at some point along the way?
I'm just wondering why there is silence after an offer was made.
“Thanks Mitch. I WOULD agree to those terms. The only problem is that PCGS has gone totally radio silent. I can't get through to a single person or have a phone call, text message or e-mail returned. This goes from the very nice Hy, to his boss Stephanie Diaz, VP Justin Atkins and/or Stephanie have ALL been contacted on this issue. If you can think of any way to get a response from anyone, I'd really appreciate it. Ray”
Hi Ray. Try calling customer service and explain the current situation including the fact you would be comfortable “splitting down the middle the 2 offers” and accepting $2,375. See where that takes you. The PCGS folks you listed by name above are all wonderful people. Best of luck with wrapping this up.
Wondercoin.
Mitch, each person mentioned by name might very well be wonderful people. However, if what @raycyca stated was accurate and there weren’t mitigating circumstances, he hasn’t been receiving excellent customer service from them recently.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
let's rehash
what $ amount would you take to be satisfied and end everything?
What difference does that make? The forum doesn’t get to decide how to resolve the situation.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
We're nosy.
it's not nosy
it's a public record
then maybe someone who pcgs is not ignoring can broker the deal
CU likely does around $100 million in annual revenue, with roughly a third of that coming from PCGS. Is it really worth the couple-hundred-dollar difference—and the public goodwill it risks—to keep dragging this out? Wouldn’t it make more sense to just resolve it quickly and avoid tying up the time and attention of half a dozen CU employees for months?
I’ve had several frustrating experiences trying to recover less than $200 I was owed by PCGS, and it’s genuinely puzzling. It never ceases to amaze me how often mid-sized or even large companies treat nickels like they’re manhole covers. CU isn’t unique in this, but I'll never understand it.
chopmarkedtradedollars.com
They are probably still looking for a replacement
Im reading this and thinking to myself, how can this happen?
Student of numismatics and collector of Morgan dollars
Successful BST transactions with: Namvet Justindan Mattniss RWW olah_in_MA
Dantheman984 Toyz4geo SurfinxHI greencopper RWW bigjpst bretsan MWallace logger7
It's possible.
That said, if I 'read' the OP's last post correctly, he would just like an update on the status of the claim (e.g., looking for a replacement, offering a payout, refusing the claim, etc.).
This comment from an earlier post stood out to me. I don't know what to make of it but there could be more to the story. 🧐
Maybe a bunch of us can chip in $25 to the OP and then PCGS could host a giveaway of the coin.
I’ve seen the same thing at multiple places. Companies will spend millions like it’s nothing but your low dollar refund becomes a drawn out painful experience.
I don't think anyone is spending any time on it
I was fairly mad at PCGS for not refunding 62 bucks earlier this year. Not much $62, but the principal does matter. It took just over 5 months to receive it. Their mistake, they admitted it. In all the calls and emails, the responses I received were either "you will get it in two weeks" or no response at all. Each time, the rep did apologize for the inconvenience. I understand fully what the OP and others have posted with similar delays and agree that a multi-million-dollar organization for whatever product or service should be forthright and efficient in legitimate returns or other customer issues.