PCGS: It IS the little things that count

braddick

I just received a submission back from PCGS yesterday in the mail. It wasn't until later in the evening I realized a mistake had been made. Somehow the submission included eleven coins. I only listed and paid for ten.
The bottom of the list showed the eleventh coin handwritten in. The handwriting wasn't mine. I checked my CC statement and sure enough- the ten coins were billed, but not the eleventh.
Now, like any other big business, it would have been easy for PCGS to delay the progress of my order and email me regarding my error. Of course, had they done so, I would have been apologetic and included an additional $15. fee.
Instead, PCGS chose to take the high road and maybe, seeing that I hadn't made a habit of poor math skills in the past, decided just to 'let it go'.
I wanted to publicly thank them. That was a quality, low key move on their part and I'm thankful. They also shipped the coins back in a new PCGS plastic box, also a nice touch. There is enough going on with the grading services right now that when they perform an act of kindness it should be recognized.

stujoe

Nice story. That is a classy and good customer service move by PCGS.

IrishMike

Thanks for the post Pat, now if we can get more people to share some positives.

EVillageProwler

PCGS still haven't made a determination wrt my 1803 dollar that started to turn inside their holder. I'm waiting on a resolution before posting the good or bad news... Let's hope it's good news!

EVP

zenny

yep, little gestures can sometimes make a big impression.

got a mug from ngc in my mailbox yesterday, celebrating their 15th anniversary. i'm no big submitter, (actually with one guaranteed grade downgrade-payoff on an ncs coin they actually might still be in the minus column with me this year) but i'm on the mailing list. nice touch.

Lakesammman

Time to buy more CLCT stock - is it still listed...

gmarguli

braddick, before being too happy, you VERY well might get a bill in the mail from them for this extra $15.

I believe it is against the law to charge a credit card for anything other than the authorized amount. Therefore, they will charge the authorized amount and request the difference from you.

Russ

<< <i>I believe it is against the law to charge a credit card for anything other than the authorized amount. >>



Greg,

Not is PCGS's world. An additional charge showed up on my credit card without notification or authorization. To Charlie's credit, he offered to fix it.

Russ, NCNE

mdwoods

PCGS is the number one Slabber in my, often stated, opinion. I submit mostly moderns and am quite happy with their standards. However, I must say that I did receive a very nice mug from NGC in the mail(free). I also will say that my PCGS MS67 Type 1 Buffalo was crossed from a NGC MS67 slab. It is a very beautiful Type 1 and strongly struck too. So, NGC coins do crossover. mdwoods

TWQG

Your case is probabley rare. What about the thousands of other folks who are getting GOUGED by the excessive 'per form' shipping and handling charges? $15 to ship back one coin. And don't tell me they will group return shipments for savings because they're not doing that for me.

The fact that each submission type must go on its own form with its own shipping and handling charges despite them all being received together has to be one of the biggest scams going on right now.

gmarguli

TWQG, PCGS will group return shipments together even if they are different submission levels. They grouped world and error submissions together for me, even though the error grading took MUCH longer than the world.

I've had them group several of the same submission levels together for me.

You just have to clearly indicate on the ALL the submission forms that this is what you want. On one form where the shipping charge is entered, write "ship with invoice XXX". Then on the other invoice indicate the correct shipping charge for both invoices.