Is the honeymoon over re: PCGS service??

Lakesammman · January 29, 2003 12:30PM

Have sent several emails since the FUN show and have yet to receive a response. This and no answers on the Q and A forum make me wonder if the PCGS honeymoon period is over re: customer responsiveness. Perhaps the ongoing damage control is getting more time consuming?? Staff turnover occuring??

Have you noticed the same drop in service??

Placid · January 29, 2003 12:36PM

Hopefully they are just to busy grading coins so they can get back to 30 day turnarounds and then will comeback to take care of the cs part.

Android · January 29, 2003 12:44PM

There is a thread about this in the registry forum as well. I've noticed that Mr. Hall has answered fewer questions each week. PCGS needs to have staff dedicated to a real Q&A effort and forum, maybe like NGC does. It is such a simple and powerful customer service tool. Much of the doubt, gossip, rumor, and innuendo surrounding PCGS is a result of their not understanding this most basic concept of customer relations. It is highly possible that PCGS has suffered financially and developed a damaged reputation. By ignoring customer's questions, there is an appearance, justified or not, that they really don't care.

Andy

RGL · January 29, 2003 12:45PM

Service? To quote Russ, BWHAAAAAAAAA! (or however he spells it). Remember the much-ballyhooed offer from homerunhall to review some coins on appeal if we sincerely felt the assigned grades were off base? I know I am a little guy with perhaps 70-80 submissions last year, but ... the walk of late has not matched the early talk -- or has it been reduced to lip service now? I had two coins, in a late-year submission, that I asked be reviewed. No response -- nothing -- from either Mr. Hall or, even more surprisingly, the once-always-helpful-and responsive Charlie ... I posted a thread about a fingerprinted coin I received back courtesy of the graders/slabbers and, while I have not YET pressed the issue, it certainly did not elicit an e-mail from anyone at Newport Beach, which is basic customer service, folks. With Rick M. departed, Bowers taking his leave, the eternal wait on grades, etc., PCGS appears to be in a state of turmoil .. and we know how problems flow downhill to the consumer.

airplanenut · January 29, 2003 12:48PM

<< <i>To quote Russ, BWHAAAAAAAAA! >>

It's BUWAHAHAHAHAHA, I believe

Bear · January 29, 2003 12:50PM

Would you guys contact Russ to get the correct spelling

of his famous" Laugh of Contempt".

kaleidoscopic · January 29, 2003 12:51PM

Well, Russ, how exactly does it go? Kscope

EVillageProwler · January 29, 2003 12:57PM

I twice PM'ed Carol about a troll who's been spamming some of the threads around here. His handle is BandBcollectible. And, Carol has not responded. It may be that she's done something about it, but I've no idea...

EVP

RGL · January 29, 2003 1:07PM

That's right, as well. Carol has vanished and no longer responds to posts or PMs.

And, how many ways and how often do PCGS' patrons have to suggest ways to improve their service, speed and profits?

Online submission forms: Customer does the data input, shipment hits the door ready to go. Less cost to PCGS, faster service to collectors.

Digital imaging service: Assembly line, pre-lighted, etc. One coin every 60 seconds, even at $5 a pop, over eight hours: $2,400 or about $700,000 a year. I believe I could turn a profit at that price and volume and make a lot of customers happy.

Investment in service: Better service = happy customers = more submissions = bigger profits. A true Q & A forum, it does not have to be Mr. Hall, but how about rotating with graders to respond to questions? Someone to monitor boards, note complaints and problems and address them proactively? A simple multiple choice body bag explanation, supplemented by a few words from the graders, etc.

Companies pay big bucks to consultants to learn how to please customers and increase profits. Here it is PCGS -- for free -- LISTEN TO YOUR CUSTOMERS!

tradedollarnut · January 29, 2003 1:14PM

I didn't have Carol's email address so I sent BJ an email asking her to forward it to Carol regarding BandB. I had responses from both BJ and Carol within a few minutes.

A lot is going on what with PCGS being swamped and B&M changing management. However, I certainly agree that a true committment to customer service is required for the long term health of the company.

Pushkin · January 29, 2003 1:19PM

I paid for my NGC membership today. Over the past few weeks I've come to several conclusions:

* prefer their registry sets (both NGC and PCGS coins allowed)

* prompt response to email - yes, real response with accurate information within 3 - 4 hours, and action taken on my concern

* courteous and helpful telephone customer service - question about changing from free to paid membership investigated and answered

IMO PCGS is slipping. I like what I've seen across the street - will be spending more time there - they seem to try harder.

Mark · January 29, 2003 1:32PM

I concur with Lakesamman and Android. I've left 3 questions on the Q/A board and so far 1 has been answered. Plus, my questions were essentially "harmless"--a questions about 1964 SMS coins and a suggestion for the crossover service. Absolutely nothing critical of PCGS or controversial. It's disappointing to see such a huge effort at first peter down to very little...

Mark

robertpr · January 29, 2003 11:22PM

I must concur with Pushkin, I've been thinking really hard about paying for an NGC membership...and I think I will be within a few days.

tradedollarnut · January 30, 2003 12:05AM

Hmmm - this appears to be a trend. I notice more and more familiar names across the street and more and more new sets.

IMO, PCGS better act quickly to allow "Registry Grades" to make it easier on the average collector to participate. The average collector does not want to hassle with the crossover game!

nwcs · January 30, 2003 12:14AM

Well, I've refrained from joining NGC so far, but only because I wanted to get the value out of paying for my PCGS CC membership last year. But that renewal time is coming up and I've been debating. I haven't played across the street for a few weeks, but am not determined in what I'll do. But I think I'll do my own CoinWorld slabs for most nice coins and maybe use NGC for bigger ticket ones later.

DHeath · January 30, 2003 12:27AM

I like being a member of both. The way I see it, collectors and small submitters are an appendage for PCGS, and may eventually become more trouble than they're worth. They 80/20 rule says 20% of the submitters submit 80% of the coins. The other 80% of the submitters sure are lots of work when you have more submissions than you can process. None of us may like it, but I suspect that is the reality.

Lakesammman · January 30, 2003 12:32AM

make it easier on the average collector

Average?? I think I've been insulted.....hey, maybe that could make another thread title....has anyone beat me to it??

geb209 · January 30, 2003 12:53AM

I've made a complete jump to NGC. I don't think PCGS even cares if I return.

Russ · January 30, 2003 1:08AM

I get immediate responses from everybody to every problem. Don't know what you guys are complaining about.

Bwuahahahahahahahahahahahahahahahahahahaha!!!!!!!!!!!!!!

Just kidding! Needed a way to squeeze it in.

I agree. It does seem as if there has been a drastic drop in participation and response of late. Hopefully it's short-term while they manage the corporate issues.

Russ, NCNE

Clankeye · January 30, 2003 1:16AM

<< <i>Bwuahahahahahahahahahahahahahahahahahahaha!!!!!!!!!!!!!! >>

I've always misspelled it in the "Good Morning Class" threads, Russ. I'm sorry for that.

Clankeye

Charlie · January 30, 2003 1:19AM

Lakesammman,

I apologize for your e-mail not being answered.

I will look into why you have not received an answer.

Please e-mail me your question. Charlie@collectors.com

Charlie

Russ · January 30, 2003 1:27AM

Hey, it's Charlie! Now, head back to the grading room and resume babysitting #3038415.

Russ, NCNE

eagle7 · January 30, 2003 1:33AM

Im a member of both PCGS and NGC collector clubs and I send coins to both. Works fine for me.

nwcs · January 30, 2003 1:40AM

And please on invoice 3050976.

wondercoin · January 30, 2003 1:55AM

Posted on another thread:

The way I see it, part of the difficulty lies in the fact that PCGS' new "Director of Grading" refrains from interacting with the dealers/collectors. Rick ALWAYS made it a point to come into work an hour or two early to handle grading relating questions (I had conversations with Rick at near 7:00 a.m. and if he needed to see a problem coin, he was available generally as early as 7:30 a.m. to address the issues).

Let's face it - a DIRECTOR OF GRADING that choses not to interact with the dealers or collectors results in every problem going back to David Hall - a horrible result, especially because David's time is best served addressing the 'BIG PICTURE".

Easy fix: Make Ron Howard, as Director of Grading available for 60 minutes a day to handle grading related problems. And, then, also make Miles Standish, as a senior grader also available for 60 minutes a day to handle such problems. Rick used to handle these problems BY HIMSELF. Surely, splitting up the task between The Director of Grading, Miles and David has got to work?! Finally, hire a new grader ASAP.

These comments are being offered in the best spirit I can put forward Wondercoin

SportsModerator2 · January 30, 2003 4:32AM

Hi Guys:

You're right, I haven't been around for awhile and have been trying to handle things remotely.
January was a busy month for me starting with FUN and then ending with the Super Bowl last weekend.

RGL:
I checked my history and I don't show any PM's from you as of late. Please re-send and I will get back to you.
As Charlie doesn't travel, you should almost always be able to reach him in the office if the matter is urgent.

EVillageProwler:
I did get you PM and I do apologize for not getting back to you sooner.

Next month will be better. As far as I know I'll only be out during the Long Beach show.

Carol

Russ · January 30, 2003 4:39AM

Hey, it's Carol! Next up, David Hall!

Russ, NCNE

gmarguli · January 30, 2003 4:40AM

Rick ALWAYS made it a point to come into work an hour or two early to handle grading relating questions (I had conversations with Rick at near 7:00 a.m. and if he needed to see a problem coin, he was available generally as early as 7:30 a.m. to address the issues).

I got to second this. I emailed Rick a question and his response was time stamped at 6:10 AM.

tradedollarnut · January 30, 2003 4:45AM

Yeah, but in Florida that's 9:10!

MS68 · January 30, 2003 5:35AM

Mitch- I think you hit the nail squarely on the head about the Director of Grading comment. How can you have a director of grading that does not interact with the dealers and collectors that are sending in coins to be evaluated. Rick and Miles used to do a fine job of addressing complaints and issues in a fair and timely manner. I hear tell that Ron Howard wants no part in dealing with the submittors. If that is the case, then he does not sound like he is the person for the job. David Hall has too many items on his plate to do this job effectively. Maybe some other grader there would be better suited for this important responsibility.

DCAMFranklin · January 30, 2003 5:48AM

<< <i>I like being a member of both. The way I see it, collectors and small submitters are an appendage for PCGS, and may eventually become more trouble than they're worth. They 80/20 rule says 20% of the submitters submit 80% of the coins. The other 80% of the submitters sure are lots of work when you have more submissions than you can process. None of us may like it, but I suspect that is the reality. >>

Dead on, DHeath! Back when Rick M. left and everyone was wondering the result of the many changes, I said give the organization 6 months to correct matters, then formulate an opinion on the results. WELL, we are only half way there and everyone here is complaining! Seems somebody better pay more attention to the detail. Plenty of people placing more of their submissions with NGC.

wondercoin · January 30, 2003 7:36AM

"Mitch- I think you hit the nail squarely on the head about the Director of Grading comment. How can you have a director of grading that does not interact with the dealers and collectors that are sending in coins to be evaluated. Rick and Miles used to do a fine job of addressing complaints and issues in a fair and timely manner. I hear tell that Ron Howard wants no part in dealing with the submittors. If that is the case, then he does not sound like he is the person for the job. David Hall has too many items on his plate to do this job effectively. Maybe some other grader there would be better suited for this important responsibility."

Dave: IMHO, WITHOUT A DOUBT, Miles Standish would make an exceptional "DIRECTOR OF GRADING" simply because he ENJOYS interacting with collectors and dealers. If you think about it for a moment, what does the title "Director of Grading" even mean, if that person will not interact with dealers and collectors? Am I missing something, or does that "post" becomes essentially meaningless in such an event? Is that a title so that the other 3 graders in the room know he is the "Director"? That would be pretty silly - wouldn't it? Again, my comments are intended to better PCGS and are being submitted in the best of good spirit

Wondercoin

gmarguli · January 30, 2003 7:40AM

Dave: IMHO, WITHOUT A DOUBT, Miles Standish would make an exceptional "DIRECTOR OF GRADING" simply because he ENJOYS interacting with collectors and dealers.

Didn't someone here post about Miles being extremely snobish when they showed him a PCGS coin that they had a problem with? If so, that's not a good quality to be interacting with collectors.

wondercoin · January 30, 2003 7:51AM

"Didn't someone here post about Miles being extremely snobish when they showed him a PCGS coin that they had a problem with? If so, that's not a good quality to be interacting with collectors."

Greg: That would be very surprising to me. Perhaps that collector can comment here.

Wondercoin

RGL · January 30, 2003 9:12AM

Thank you, Carol. PM sent.

gmarguli · January 30, 2003 10:17AM

Greg: That would be very surprising to me. Perhaps that collector can comment here.

I might be mistaken, but I could have sworn someone commented on this recently.

I tried to find the post, but I couldn't. However, with the "wonderful" search feature here, I can't find much.

flog31 · February 1, 2003 4:55AM

I have just started looking into the other side (NGC), as I have had some problems lately with PCGS services.

I started collecting PCGS Lincolns about 1.5 years ago. Prior to that I was collecting most any Lincoln, including those awsome ACGs (which I busted out and sent to PCGS - body bagged 7 out of 8). I had hopes of trying to put together a complete set of PCGS wheats, I have a fair start and am on the registry.
I went to PCGS because "they are the best", so I read and I saw. They had the best coins for the grade and their graded coins drew a premium. But now...?

I would like to share some of my recent experiences... I sent some Lincolns to be graded at PCGS, they were received on 11/25/02, they were shipped out of PCGS on 1/20/03....!!! almost 2 months. In that submission were four 1953-Ds, they were fresh out of a bank roll. Three of them graded MS66RD (nice) the fourth was said to be "cleaned"...! I sent an email shortly after seeing this online asking how this could be, no answer yet. I have now seen the coins, out of about 30 coins, about 9 of them are not straight in the slabs AND I can't see why they would say the one coin was cleaned. I sent another email, this one about both issues and that I hadn't received an answer to the first email, still no replies...! There are other little issues that I won't bother posting...

The point is that they are taking longer to turn submissions around, the quality of the work (coins not straight in the slabs) is down, and no replies to customer concerns...!!!??? I sure hope they manage to straighten things out. I am not dropping them yet, but it won't take a lot more. I will stick around, but also try NGC out...

Thanks for listening (reading)
Gene

wondercoin · February 1, 2003 5:12AM

Gene: Sorry to hear about your problems. Frankly, (being local to PCGS) I used to handle these issues for collectors on a regular basis (sideways coins in holders, hairs in holders, etc). But, in all honestly, I felt that every time I brought in a collector's "problem" coin, I was being looked at as sort of creating the "problem"

I simply did not feel PCGS APPRECIATED my assistance - yes, they tolerated my assistance, but, did not APPRECIATE it (there is a difference I believe). Finally, I recently decided to let the collectors deal with their own problems directly with PCGS (except for a very few customers who I still assist) - why should I deal with it for -0- appreciation? Now, instead of me bringing in 3 or 4 collectors' "minor" problems at the same time in a given day (but to the collectors the problems are of course very important), PCGS customer service can deal with them one at a time from long distance. While I feel much better about freeing up my time which was previously devoted, in part, to courtesy customer service for collectors, I do also feel bad that I am unable to effective help the many collectors that ask me for assistance that I would otherwise desire to assist.

Again, not trying to stir thing up - I just hope PCGS once again begins to appreciate the role dealers can play as liasons between collectors and the overburdened PCGS company

Wondercoin

Is the honeymoon over re: PCGS service??

Comments

Leave a Comment