PCGS Telephone Response Times

cinque1543

I rang PCGS with a question about submitting coins at the upcoming World's Fair of Money show in Oklahoma. I chose to wait in the queue and worked on some other tasks while waiting for PCGS. But after waiting 2 hours and ten minutes, I gave up. Is this common when trying to call PCGS?

On the only other occasion when I attempted to reach PCGS, I pressed the "9" option to request a callback. But that was back in March, and I'm still waiting for that callback.

Coins3675

I have always had trouble calling them. Usually I have to wait hours if I get an answer. I guess it is just because they have a large volume of calls.

cinque1543

I know you are right, but sometimes I get tired of the “we are experiencing high call volumes” excuse. What companies should say is “we don’t care enough about our customers to staff our phones adequately”.

Just venting …

winesteven

Unfortunately, the key is to call immediately at 10:00 am eastern time, when they open, and request the callback. I always get a callback the same day, typically after three or four hours.

I hope you find this helpful.

If it were MY business, I would greatly increase the number of trained employees answering the phone, including phone capacity. The current difficulty in reaching them should be an embarrassment of poor customer service in this specific regard! Ask top management when THEY call a business, name one with the same or worse difficulty in the time it takes to talk to someone! There are none!

It gives the impression they don’t care - the profit reduction in fixing this may be of more concern to them than fixing this serious customer service issue!

Steve

Coins3675

Thank you for the tip @winesteven. I think PCGS+PSA is making enough money on their submissions that they could afford some more people answering the phone.