Resolving Problems
foodude
Posts: 3,572 ✭✭✭
in Q & A Forum
David,
First, I am not asking this question because I have any problems with PCGS. The relatively few minor issues I've had come up over the years were quickly and satisfactorily taken care of.
Second, the reason I ask this question is I have watched how people approach PCGS with problems, and the results. In some cases, it appears to end with at least one party being unhappy. I wonder if sometimes a better and quicker resolution could have resulted if the problem were presented better.
Let me give you an example. I ran into an error/variety dealer this weekend that was upset because he claims two of his error submissions were improperly labeled. From what I understand of the facts, I think he may be right on one, and wrong on the other. When I saw how the labeling problem was brought to PCGS's attention in one of his mailings, I began to see why things may not have worked out. If someone sent me a letter like that, my first reaction would be defensive, among other things.
What is the best way to resolve problems and get a fair resolution, including making sure that the right decison maker, understands the facts, and has an opportunity to act?
Greg
First, I am not asking this question because I have any problems with PCGS. The relatively few minor issues I've had come up over the years were quickly and satisfactorily taken care of.
Second, the reason I ask this question is I have watched how people approach PCGS with problems, and the results. In some cases, it appears to end with at least one party being unhappy. I wonder if sometimes a better and quicker resolution could have resulted if the problem were presented better.
Let me give you an example. I ran into an error/variety dealer this weekend that was upset because he claims two of his error submissions were improperly labeled. From what I understand of the facts, I think he may be right on one, and wrong on the other. When I saw how the labeling problem was brought to PCGS's attention in one of his mailings, I began to see why things may not have worked out. If someone sent me a letter like that, my first reaction would be defensive, among other things.
What is the best way to resolve problems and get a fair resolution, including making sure that the right decison maker, understands the facts, and has an opportunity to act?
Greg
Greg Allen Coins, LLC Show Schedule: https://forums.collectors.com/discussion/573044/our-show-schedule-updated-10-2-16 Authorized dealer for NGC, PCGS, CAC, and QA. Member of PNG, RTT (Founding Platinum Member), FUN, MSNS, and NCBA (formerly ICTA); Life Member of ANA and CSNS. NCBA Board member. "GA3" on CCE.
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Comments
You are right about one thing. We/I are/am much more responsibe to a request for help that is in the "Can you help me with a problem?" form, than requests that are in the "If you idiots don't do something by 4:00 I'm calling my attorney" form.
David