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Heritage deserves some credit ...

I started the ball rolling on board members e-mailing Steve Ivy and Jim Halperin about problems encountered in connection with the ANA auction, so I am not pulling punches ... But, I must say I have been impressed with their response to my situation -- and I hope all board member's concerns, as well.

I received a rapid e-mail from Steve Ivy, which I posted on this board; the next day, a personal e-mail from Jim Halperin; and today, yet another e-mail from COO Paul Minshull informing me the coin I won was today being shipped FedEx overnight. Think what you might, and Heritage has indeed acknowledged it has problems it is working on, but I find it gratifying that the top three at Heritage are willing to address the concerns of a "little guy" like myself.

I think Heritage deserves some measure of credit for publicly responding to some of the concerns expressed by board members.




Comments

  • I completely agree with your comments. Now, they(the chief exec's) need to plan and implement changes so that no one will have experiences like yours, with Heritage again. That is why they are in the positions that they hold in that company. JMHOimage


    Gary
    Gary
    image
  • dragondragon Posts: 4,548 ✭✭
    RGL,

    Don't mean to rain on the parade but I think that nearly any company will give you a few moments of attention when they are being bad mouthed on a public forum such as this merely to save face. I also dont think it should require emails to the VP of people bashing them on the PCGS forum to make them finally take notice of their incompetency and fix a problem. My opinion of Heritage is still all together negative.

    Dragon
  • PlacidPlacid Posts: 11,299 ✭✭✭
    I want the coin I won and paid for shipped fed-ex overnight too!
  • RGLRGL Posts: 3,784
    Dragon, I do not discount any problems you may have experienced. And, I grant you there is some "PR" value in perhaps giving a squeaky wheel some grease. But, the sad fact remains, I am hardly worthy -- from a financial standpoint -- of such attention from Heritage. I do not collect wire rim Saints or proof Seateds. My main registry interest is early proof Jeffersons. The juice Heritage collects from me is not going to bump their bottom line a bit. I made a complaint, public, as did others. And, if such complaints prompt some personal attention, whatever the motivation, a public response and pledges a company is working toward resolving its problems, all the better. It is easy to ignore critical posts, and perhaps imply they have not been seen, than acknowledge the criticism and the problems. Steve Ivy says, have a problem, e-mail him personally. When is the last time a principal of a multi-million dollar company asked you to bring your problems directly to him or her? I am not saying Heritage is without fault or problems. But, I find it encouraging the company meets them head on instead of ducking. That said, the proof -- of course -- rests with the next transaction.
  • ARCOARCO Posts: 4,396 ✭✭✭✭✭
    My experience with Heritage is limited, but so far they seem quite professional. The buyers fee is higher than Ebay of course, but I have bought two coins that after 4 years have never seen another example anywhere. I guess the 15% buyers fee is better than hopping a plane to Long beach, getting a hotel, food, & $100 in ones for stripppers.....whoops did I say that out loud??image

    All things being equal, not a bad deal.

    Tyler
  • Dog97Dog97 Posts: 7,874 ✭✭✭
    When was that auction? 3 weeks ago? Anyway Thursday they finally sent an email invoice that I recieved Friday saying what a tight schedule they were running and demanding payment by Saturday if I wanted to maintain my "A-1 bidder status." I guess I'll be on the "B" list now! hahahhahahahah
    Change that we can believe in is that change which is 90% silver.
  • RLinnRLinn Posts: 596
    I've been dealing with Heritage for a little over 7 years now and I have got to say they do a very respectable job given the number of coins moved each year and the number of events they participate in. I've only had one minor billing misque on a transaction. They were quick to respond and I recieved both phone calls and e-mails form Paul Minshull and others accepting responsibility and appologizing. Heritage representatives will call when one of my tough to find want list items hits their inventory and they have e-mailed me when I was the #2 bidder on an item when the #1 bidder didn't close the deal. I was offerred the item at my bid. No organization is going to have a perfect track record. I look to see how they deal with their mistakes. In Heritage's case, I've always been made to feel like a valued customer.
    Buy the coin...but be sure to pay for it.
  • PlacidPlacid Posts: 11,299 ✭✭✭
    RGL I just got a e-mail from Heritage.

    Due to the closing of several auction on the same week, we are experiencing shipping delay, it might take up to 5 business days before all packages are shipped, please be patience. Your understanding is greatly appreciated. If you have any questions, please contact me.

    Sonia Magdaleno
    Customer Service
    Heritage Numismatic Auctions


    You are lucky RGL.
  • RGLRGL Posts: 3,784
    Placid: Have you e-mailed Steve Ivy? Take him up on his offer and see what can be arranged...
  • pmh1nicpmh1nic Posts: 3,274 ✭✭✭✭✭
    I've dealt with Heritage for a number of years. During that time in which I've made numerous auction purchases (but still only a blip to their bottom line image) I've had a number of problems. To their credit they have always bent over backwards to try to work out the problems to my satisfaction. The majority of the shipping and invoicing problems were right after a large auction (understandable).

    In my opinion their a class act.

    P.S. And I've seen a picture of Sonia, what a cutie image.
    The longer I live the more convincing proofs I see of this truth, that God governs in the affairs of men. And if a sparrow cannot fall to the ground without His notice is it possible for an empire to rise without His aid? Benjamin Franklin

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