A pleasing end to my fingerprint saga.

Russ · August 8, 2002 8:33AM

A while back I posted a thread that I'd joined the PCGS Fingerprint Club. One of my Accented Hairs had come back with what looked like a thumb print on the outer edge of the obverse. The thread wasn't up more then a few minutes before I had a PM from Charlie Kahler to discuss the issue. We agreed that I'd send the coin back to help in his investigation of this problem.

Once he received the coin, we discussed it further and I can tell you that he and PCGS are very concerned and interested in making sure this type of thing doesn't happen on their end. He didn't hesitate to step up to the plate, and didn't even for a second try to blame me. Simply accepted responsibility and, as part of that, agreed to take care of it.

I now have my coin back, and looking just the way it should.

I know that we see a lot of complaints about PCGS customer service but, on balance, they've done right by me - not just with this issue, but a couple others that Charlie jumped on and helped with.

HUGE kudos to him for a job well done.

Russ, NCNE

g097103 · August 8, 2002 8:36AM

Sounds like all the comments on the forum brought the kettle to a boil finally. Congratulations on a successful outcome.

Scott M

kranky · August 8, 2002 8:42AM

Glad you had a happy ending, Russ.

jtryka · August 8, 2002 8:42AM

Russ,

Congrats on the positive outcome, you must be on someone's good list. I on the other hand must be on the black list. But this time I am anxiously awaiting the ruturn of my coins so I can count the prints! Oh, and yes, I have learned my lesson from last time, and took detailed digital images of every coin submitted, both obverse and reverse so when the incompetent irresponsible idiots at PCGS blame me for the prints I can show them the proof. Sorry, I had to vent a little more!

izzy452 · August 8, 2002 8:50AM

Glad to hear every thing worked out great for you Russ.

Walt

jamesfsm · August 8, 2002 8:58AM

Well, they dipped your coin and you feel great.

Did you get grading coupons too??

Russ · August 8, 2002 9:08AM

<< Did you get grading coupons too?? >>

Yes, for 100 coins.

Russ, NCNE

Cam40 · August 8, 2002 9:17AM

Did he say how the fingerprint was removed?
Did NCS fix it?
I had heard that a fingerprint would not go away from just a normal dip.
Maybe it all depends on long the print had sat on the coin?

Russ · August 8, 2002 9:22AM

Cam40,

No indication of what was done. The print is gone, though.

Russ, NCNE

Clankeye · August 8, 2002 9:29AM

Just a guess, but I'll bet Russ didn't address his original complaint to the "incompetent irresponsible idiots at PCGS."

Maybe that had something to do with a satisfactory resolution to the problem.

gemseeker · August 8, 2002 9:47AM

Doesn't that make the coin to be one with "altered surface" since it was made to wipe out the fingerprint? Wouldn't something abrasive or reactive be needed to remove the smudge?

stujoe · August 8, 2002 9:51AM

Would a solvent like acetone get it off? I don't think it would for a fingerprint that had been there a long time and toned or whatever but how about for a fresh one like the one Russ had?

freeblue · August 8, 2002 9:58AM

Russ,

Glad that good things are happening to you.

I hope not just you get the benefit of the doubt on this issue, but all PCGS customers.

Cheers,

Tim

Russ · August 8, 2002 10:03AM

<< I hope not just you get the benefit of the doubt on this issue, but all PCGS customers. >>

I think that anyone who chooses to work with Charlie on problems will find somebody who really cares about customer service.

Russ, NCNE

mdwoods · August 8, 2002 10:04AM

Great post Russ. We always hear about the bad things, not often enough about the good. mdwoods

kranky · August 8, 2002 10:18AM

<< 

<< Did you get grading coupons too?? >>

Yes, for 100 coins.

Russ, NCNE >>

jtryka · August 8, 2002 10:25AM

Clankeye,

They did not become "the incompetent irresponsible idiots at PCGS" until after they summarily dismissed me as just another one of those collector club morons that take away their valuable time from making comments to the press on the grade (or overgrade) of the 33 Saint. Maybe this Charlie is the exception to the rule, but I have yet to meet anyone at PCGS that cares a bit about the individual collector.

Mark · August 8, 2002 11:19AM

Russ:

Do you think they somehow removed the fingerprint from your coin or did they give you another, similarly graded coin?

Mark

FIRE760 · August 8, 2002 1:38PM

<< Oh, and yes, I have learned my lesson from last time, and took detailed digital images of every coin submitted, both obverse and reverse so when the incompetent irresponsible idiots at PCGS blame me for the prints I can show them the proof. Sorry, I had to vent a little more!

>>

Why not take the fingerprints to your local police station. There is a new progran out now that can take a partial print and match it.
Wouldn't that be a kick

jtryka · August 8, 2002 2:16PM

The only problem Fire is that the person who's print it is must be on file. For most folks that have not committed a crime or have been registered with the SEC or NASD (as I have) will not have their fingerprints on file. Plus I'm not sure there was enough of a print to match, only enough to ruin a Proof Kennedy half. But, you know we all make mistakes, and the best thing you can do when they happen is to admit it and take responsibility for it. A lesson I wish everyone at PCGS would learn (not just this Charlie I keep hearing about).

Rob0126 · August 8, 2002 3:46PM

A coupon for 100 submissions!!!

Great day alive, thats alone is worth a fortune.

Robert

1jester · August 8, 2002 10:21PM

jtryka, I've also been registered with the SEC and NASD, and bonded. I wonder if the grading agencies would consider doing that (bonding), since they are working with tons of valuable coins.

Who likes that idea?

Treedoc · August 9, 2002 12:30AM

It wouldn't be too hard for PCGS to match the partial print to those few who handle the coins at PCGS.
Then they could make the responsible party grade those 100 free submissions on his own time.

That would learn 'em!

Gilbert · August 9, 2002 12:43AM

Here's a comment that isn't going to go over so well:

Sometimes, if you submit a concern/complaint, in a professional manner, you get an acceptable result.

That doesn't necessarily apply to this instance, but, is more appropos to the numerous "blow-outs" that show up on this forum, instead of addressing the problem PROFESSIONALLY with the appropriate party.

Maybe the military has just ingrained the attitude that "problem resolution at the lowest possible level is the appropriate thing to do." Nah, I know professional civilians who problem solve this way too.

Russ, this was not a "slam" at you per se, but, to use your "fingerprint problem" as an example - Charlie shouldn't have to monitor the forum to discover a dissatisfied customer. Another example is publicly blowing out whoever and not expecting some defensiveness on their part OR my pet peeve; just skipping over the complaint process and taking up the issue with the "Prez".

There are times when more dramatic measures ARE called for, but it SEEMS a lot of folks do it in reverse.

Russ · August 9, 2002 1:28AM

Gilbert,

Your post is EXACTLY on point, and I completely agree. But, let me clarify a couple things. My original post about the fingerprint was more in jest then anything else. We're not talking about a high dollar coin here. I didn't really slam anyone, just announced that I'd joined the "club".

It was my intent to follow-up with PCGS, but Charlie's response was so immediate that I never had a chance to. Thus, the reason for this post; to point out how quickly the problem was addressed.

Russ, NCNE

freeblue · August 9, 2002 1:46AM

Ditto on Gilbert's post here.

It is obvious that Russ deserves a good treatment from PCGS.

I like Russ, and I think that's just fine.

But does someone have to be well-liked to get favorable treatment from PCGS? I certainly hope not!!

What does "professional manner" mean? I think "courteous manner" is probably more adequate. Russ is NOT a professional numismatist (does he do it for a living?), although he is certainly knowledgable.

Pssst... Russ, put in a good word for me.

Rob0126 · August 9, 2002 3:24AM

Let me add to the end of this post.

Gilbert, the problem that becomes the norm, is that 'most' companies get, offended, when people talk about their services. Surely they know that if something bad happens, it can and will get circulated.

Now the key is to what their gonna do about it.
Going thru secure channels, instead of blasting their problems on a forum, has become the norm, simply because companies, Don't want to hear it(problem). So most people forget the proper channels, because of what has happened to them before, and hopefully, blasting it on a forum, will resolve something.

It is not too much to ask for a company to do a good job, when our money is involved.
For instance: I can remember when Wal-Mart accepted anything and everything back, when the customer was not satisfied, even without a receipt?!

They have wised up and ask for a receipt, or under special circumstances. What agrivates me about wal-mart is that they sell computer software, yet, won't accept a return, if the box is open, and customers have a legit reason to return it(computer doesn't have min. specs, etc).

The people that take advantage of the good will of businesses cause others to suffer. I know this, because I know someone who has swindled a retailer at one time.

At any rate, let people air out their opinions, if all else(proper channels) fails. Thats what America is all about.

But give the company a chance to make it good, before we start crackin on them.

Robert

A pleasing end to my fingerprint saga.

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