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Got to love PCGS customer support :(
MadMarty
Posts: 16,697 ✭✭✭
Regular order runs 19 business days, I call customer service on the 18th day and was told because of the St. Louis show add three days. If the order goes another day I'll get comps. I call the next day 19th day, and I'm informed that I have to count 4 days for St. Louis, but they will submit my comp for 4 coins (the fingerprinted ones). Well I get a call today and was told NO COMPS FOR YOU!!! So they add four days for a three day show, and fingerprint my coins and tell me to pound sand on my comps. Yep, that's why it's called customer service!
But I guess when your #1, you can do that to your customers.... In a way I think NUMISED was right Baaaaaaa!
BTW, when I submitted the coins I called and asked how many days to add for the show, I was told Three!
But I guess when your #1, you can do that to your customers.... In a way I think NUMISED was right Baaaaaaa! BTW, when I submitted the coins I called and asked how many days to add for the show, I was told Three!
It is not exactly cheating, I prefer to consider it creative problem solving!!!
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Comments
David
Can't stay #1 treating customers like that !!!
Skipper
I was told by Mike Sherman that he would rather cancel people as customers than give comps for them missing the "Guarantee" by a day or two. My opinion is you are either late or you are not. There is no such thing as the "guarantee", and PCGS should just publically admit that they don't honor it other than pretending they do honor it. I have had comps given to me but less than half the time they have missed.
David
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Michael
<< <i>PCGS offers a gaurentee, and if they don;t make it I expect to honor it! If they say 15 business days, on the 16th day they blew it! If your not going to honor it, why have a gaurentee in the first place!
>>
My thoughts exactly!
Michael
PCGS foots the bill for this very site, yet they allow posts that skewer them. On the other hand, people get banned for other posts roasting them over the coals.
They seem to not care much about their customers, yet the customers come in droves. So much so that I submit accross the street at times due to absurd delays.
To allow negative posts and yet to treat customers shabbily doesn't jive with me. The two actions seem mutually exclusive. Is this two different departments that don't communicate?
I certainly don't want to get banned and I don't have any real desire to post accross the street either. I hardly ever visit/lurk over there at all.
Either the guarantee needs to be modified or it needs to be upheld. There was a time when General Motors ruled the world, they let quality drop, produced decades of junk and whole generations won't even consider one of their cars. It's very doubtful that they will ever return to the top of the heap again.
Is there a lesson there? Or should I just remain perplexed?
John Marnard Keynes, The Economic Consequences of the Peace, 1920, page 235ff
1) The fingerprint issue....that is inexcusable!
2) The guarantee that isn't
3) Misinformation! If someone at the company tells you 3 days, no one else should tell you 4. Marty, I hope you have names, dates, and times of this information giving, and I hope you send it to HRH or someone at PCGS that is in charge. They should all have a chart to go by for shows/delays and they should all sing the same tune.
If you have a guarantee, live with it. If you don't live with it, cancel it for everyone. Hearing about all this guarantee arguments does not engender me to to submitting coins to PCGS (aside from my 4 freebies that are still waiting).
I've been told I tolerate fools poorly...that may explain things if I have a problem with you. Current ebay items - Nothing at the moment
<< <i>I did notice you have a PCGS and an NGC logo >>
Yep, I do send to both! There are times I am very happy with both services, but I have to say CS is far better on the other side of the street. For an example the 89-CC that PCGS bagged in St. Louis. The customer asked if I could send it to NCS and then to NGC. He said to put the value of the coin at $15K (that's how the NCS cost if figured). Two days ago I get a call from CS at NCS saying they think I put the value of the coin too high! They feel the value should be at $10K, since the cost of the service is figured on the value of the coin, NCS just lost money. Now that is customer service, when the service provider goes the extra mile for the customer.
I'm not bagging on PCGS customer service, there are depts there who have been super (I have a bulk order in was able to add too it a month later). But PCGS should really post a notice on what shows they will be at and how long to add to the gaurentee for each show.
HRH addressed that issue, and it made sense. Basically, the question is
when did the fingerprint get put on the coin? How do you prove that the
coin didn't get fingerprinted before you bought it raw and it was delayed
in reacting? How does PCGS know that you didn't accidentally mark it
yourself when submitting it? I can understand their position on that issue.
As far as the "guarantee" goes, I personnally haven't had any problems. I
agree that whatever guarantee policy they use should be consistant. Maybe
they should list exactly what guarantee delays are in effect for each show on
the submission center page to remove the ambiguity.
he submitted it in the mint cello.