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PCGS & Customer Service

CasabrownCasabrown Posts: 2,160 ✭✭✭
in PCGS Set Registry Forum
Well, here is my entry into the delayed grading process of PCGS. Mine is both a good and a bad story.

First the good --- I spoke to Mat of customer service and was pleased how appreciative he was of the delay. He promised to assist to get more attention to my submission. In the past, my conversations with customer service reps have been nothing but cold or callous bad news. Mat's response deserves an applause!

Now, the bad news. PCGS acknowledges receipt of my economy submission (# 9009067) on June 3, 2003. For those into the details, that is 68 business days and far longer than the 75 calendar days reflected in the PCGS website.

Has anyone ever asked David during one their lunches when do they plan to effectively address this issue? Does not a customer have a reasonable expectation that a service will be rendered in a timely fashion? Or am I just another naive collector?

Casabrown

Comments

  • DatentypeDatentype Posts: 1,677 ✭✭✭
    PCGS should have Matt train all of the customer service reps. He has been the best there is for a long time. He knows as much information as possible, he feels our pain and he actually does something about it. i have actually had him look into several things in the past and he will call you back. it's his taking the extra step that makes the rest of them just seem horrible in my opinion.
  • Steve27Steve27 Posts: 13,274 ✭✭✭
    Sounds to me like your submission is lost (I hope not, but did Matt say that he saw your submission or would just look into it).
    "It's far easier to fight for principles, than to live up to them." Adlai Stevenson
  • bushmaster8bushmaster8 Posts: 5,616 ✭
    Matt is really on the ball. Be happy you got him and not one of the dummies!
    "Wars are really ugly! They're dirty
    and they're cold.
    I don't want nobody to shoot me in the foxhole."
    Mary






    Best Franklin Website
  • redcentsredcents Posts: 734 ✭
    Some possibly helpful/interesting links:

    link 1 link 2 link 3 link 4
  • CasabrownCasabrown Posts: 2,160 ✭✭✭
    Hello and Thank you All for your comments.

    Steve, yes Matt did say he would assist in getting attention to my submission.

    Redcents, your links, like your posts, are exhaustive in their detail. Still, I can not help but think that the approach used by PCGS would not be a model for outstanding customer service.

    I will let you folks know if I receive any news by the end of this week.

    Thanks again.
  • redcentsredcents Posts: 734 ✭
    "your links, like your posts, are exhaustive in their detail"

    Is that a bad thing? imageimageimage
  • MistercoinmanMistercoinman Posts: 1,820 ✭✭✭
    Hey Larry,

    I attended the last luncheon in Baltimore and it seems that this problem may persist for a while. The question was asked of David and his answers was that there are not enough quality graders out there who will be able to grade to PCGS standards, The few graders that are out there already work for NGC or them. The rest he seemed to have little interest in. I think Mitch (Wondercoin) would be great he is always grading a lot of coins just look at his auctions. We are sending more coins then they can grade in the previous time spans, maybe they should change their time frames to better reflect their service.
    JR Newsletter
  • CasabrownCasabrown Posts: 2,160 ✭✭✭
    RedCents,

    Your insightful comments is a very good thing and while I did not get in on the chorus of applauding in an earlier post (I think in the past week), I appreciate your work.

    Fred,

    I agree with you. It is far better to promise less and deliver what you promise than to promise more and not be able to meet expectations.

  • DabigkahunaDabigkahuna Posts: 3,419



    After 60 days of waiting I start to go thru convolutions!!! I have no finger nails left and my vision gets blurry, there is a grove worn into my "terrazzo floor" (sp) from pacing AND THEN.... DO YOU KNOW WHAT I DO, Hmmm?????

    I send in another submission!!!image

    I would volunteer to come in on Saturday and help with the back log.imageimageimage

    Dave!!! You out there??? I promise not to grade to many of my own.imageimage

    I have never had a bad call to PCGS customer service. In fact I am surprised how knowledgeable they are about such a vast arena on info.

    Got nothing going on this Saturday!! Oh Dave???

    Da Big Kimage
    My Ebay Auctions
    image
  • poptopsRuspoptopsRus Posts: 1,522
    I thought I was the only antsy one once I hit the 60 day mark. I've got 5 submissions with PCGS right now and I'm already bighting my nails on two of them because they are coming up (I can just feel it). But if I'm luck works out as it usually does they wont get graded before Long Beach and I'll have to wait until after the show.
    Jared
    J&J Coins
    website
    Wild Ebay Toners for sale
    The big O
    image
  • redcentsredcents Posts: 734 ✭
    I genuinely wonder if PCGS would be interested in a poll (not necessarily on these boards) for "best" customer service in various areas to determine which of their employees submitters were the most/least pleased with.
  • STEWARTBLAYNUMISSTEWARTBLAYNUMIS Posts: 2,697 ✭✭✭✭

    I just submitted one coin economy service and got the grade in 41 days.And a good grade

    stewart
  • BearBear Posts: 18,953 ✭✭✭
    I was just wondering, since ACG is not doing much lately, perhaps they can

    get a subcontract to grade PCGS Coins untill the backlog is gone. What do you think?image
    There once was a place called
    Camelotimage
  • DabigkahunaDabigkahuna Posts: 3,419
    Bear!

    Put the honey jar on the floor and step away!!!!imageimage



    I have to give PCGS some credit. I just got reports back on two "modern" submissions.

    received 8/13
    shipped 9/10

    received 8/22
    shipped 9/12

    Larry
    Dabigkahunaimage
    My Ebay Auctions
    image
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