ANACS Customer Service...... What Service?
Tyrock
Posts: 306 ✭✭✭
Been dealing with ANACS for years. Happy with them until now. In January the sent back 5 Morgans. In one of the slabs was a Chinese coin instead of my Morgan. I contacted them and they said they'd try to straighten things out. They asked me to send the error slab back. I did. I've called a couple of times, sent several emails and sent a letter. One day customer service said they'd have someone call me back that day. No call ever came back from them. They have yet to contact me about an insurance payment or details on their search for my Morgan dollar. Here's my question..... Is this an abberation or have other collectors seen such poor customer service with TPGs. By the way, I'll let you know how this all turns out. 
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Coin's for sale/trade.
Tom Pilitowski
US Rare Coin Investments
800-624-1870
(I'm not laughing at you......but at ANACS)
All I've seen is a whole lot of NOTHING since JT took over. From the secret slab to the week after week of the "It's a new day at anacs" ads.
Edited to ad.....ANACS USED to have probably the best customer service of any of the big 3.
<< <i>do not send any more of your coins to anx >>
Great advice. We know that PCGS and NGC never makes mistakes like this don't we?
Worry is the interest you pay on a debt you may not owe.
"Paper money eventually returns to its intrinsic value---zero."----Voltaire
"Everything you say should be true, but not everything true should be said."----Voltaire
Gem
When I went to drop off 2 coins there a couple of weeks ago the guy at Anacs told me that since they came out with their new slab that they have been flooded with requests for re-holdering (I think thats the term he used). Not to mention in the next few days they will be closing up shop and moving.
It could just be the fact that they are flooded with requests and trying to move at the same time. It doesnt make it all right but I agree with the other post. I would ask for free submissions to make up for the lost coin.
Since then I have sent three emails asking the question and have yet to receive a response.
You all know:
ANACS is moving and in that process.
ANACS has hired new customer service staff and Senior graders.
ANACS is rolling out a new product.
I summit 1000's of coins each year to the top two companies and if I let a "few" hiccups change my mind because of simple (frustrating) issues, then we would never use them again.
But everyone knows whats going on so give them a chance to change it before you jump on the collective collector bashing band wagon.
Business processes do not change over night nor will they until ANACS is settled in their new town. If your concerned then get your coins back or wait but no need to turn to a public form to bad mouth them yet.
AND whats with all the HATE around here? Its a hobby.
TBT
edit to fix spelling
As for grading companies in general, I consider them to be unethical in many of their business practices
BigBen
<< <i>Folks GIVE them a break.
You all know:
ANACS is moving and in that process.
ANACS has hired new customer service staff and Senior graders.
ANACS is rolling out a new product.
I summit 1000's of coins each year to the top two companies and if I let a "few" hiccups change my mind because of simple (frustrating) issues, then we would never use them again.
But everyone knows whats going on so give them a chance to change it before you jump on the collective collector bashing band wagon.
Business processes do not change over night nor will they until ANACS is settled in their new town. If your concerned then get your coins back or wait but no need to turn to a public form to bad mouth them yet.
AND whats with all the HATE around here? Its a hobby.
TBT
edit to fix spelling >>
Unreal! You want people to give ANACS a break about losing people's coins? No!
Jerry
You're kidding me right? Last time I checked the business world works on competition and the delivery of services that are paid for by the consumer, not some charitable cause! Many of the folks here are working class people who spend $hundreds or thousands of dollars of dollars to grade their coins while the TGPs executives enjoy a multi-millionaire existence. They OWE it to a consumer to provide the service that was paid for.
Now, mistakes happen, but what is making people angry is the response after the mistake, which in many cases is none. The TGP's are just taking the money and running and only try to save face when enough public ruckus is raised (typical for any large modern corporation unlike the old days of Sears and Roebuck, old IBM, etc). I say this as a small business owner who undestands the business side of the fence. If you make a mistake, just fix it and move on. 99% of the folks out their are very forgiving IF you take at least some time to help them resolve their issue(s). They only get bitter if you blow them off and get arrogant about things (of course this is a fact in any human transaction regardless). This is just part of the greater problem of larger corporation's increasing arrogance and irresponsibility as they consolodate power, as evidenced by bad service across the board for large modern companies.
Just my 2 cents
BigBen
<< <i>Folks GIVE them a break.
You all know:
ANACS is moving and in that process.
ANACS has hired new customer service staff and Senior graders.
ANACS is rolling out a new product.
I summit 1000's of coins each year to the top two companies and if I let a "few" hiccups change my mind because of simple (frustrating) issues, then we would never use them again.
But everyone knows whats going on so give them a chance to change it before you jump on the collective collector bashing band wagon.
Business processes do not change over night nor will they until ANACS is settled in their new town. If your concerned then get your coins back or wait but no need to turn to a public form to bad mouth them yet.
AND whats with all the HATE around here? Its a hobby.
TBT
It all comes down to customer service!!! I don't have a problem if someone makes a mistake but once the problem is brought forward you must handle it in a professional and timely manner. I work with the public daily in a retail setting and CUSTOMER SERVICE is number 1, if you don't take care of the customer you won't have one. In my case which I listed earlier in this thread, there have been way to many customer service issues that have yet to be resolved. If it were my business... I would man up and take care of it in short order.(to let it sit and not call back is not the right answer) Bottom line is there is no excuse for poor customer service... hire more people if necessary.. your business depends on it!!
Gem
You might be able to get a lot of support for a class action. I've had the same thoughts myself. However, I think it would be hard to win because their defense would be that we are paying for their opinion and the plastic is a freebe.
As for grading companies in general, I consider them to be unethical in many of their business practices My main gripe is that they charge someone FULL price even if they reject the coin and send it back. This is unethical because we are being charged for the labor and materials of putting the coin in a slab and a worker enetering in data, yet we NEVER RECEIVE those services. I'm at the point of taking some these TGPs to small claims court and challenging them on the grounds of charging for services NOT rendered. TGP's should charge people only the cost the processing up until it is rejected. Anything more is theft and unethical.
BigBen
You're kidding me right? Last time I checked the business world works on competition and the delivery of services that are paid for by the consumer, not some charitable cause! Many of the folks here are working class people who spend $hundreds or thousands of dollars of dollars to grade their coins while the TGPs executives enjoy a multi-millionaire existence. They OWE it to a consumer to provide the service that was paid for.
Now, mistakes happen, but what is making people angry is the response after the mistake, which in many cases is none. The TGP's are just taking the money and running and only try to save face when enough public ruckus is raised (typical for any large modern corporation unlike the old days of Sears and Roebuck, old IBM, etc). I say this as a small business owner who undestands the business side of the fence. If you make a mistake, just fix it and move on. 99% of the folks out their are very forgiving IF you take at least some time to help them resolve their issue(s). They only get bitter if you blow them off and get arrogant about things (of course this is a fact in any human transaction regardless). This is just part of the greater problem of larger corporation's increasing arrogance and irresponsibility as they consolodate power, as evidenced by bad service across the board for large modern companies.
Just my 2 cents
BigBen >>
I must have been sleeping when I read this persons post- but I can cut and paste pretty good-
BigBen- how did you submit your coins to Anacs? Was it at the highest grading tier they have?
Have you not been following the simple fact that 1- they are in the process of moving- TO ANOTHER STATE!
2- Since their news release of the 'NEW SLAB' they have been inundated not by just the 1000's, but 10's of thousands- and this is from folks like you.
Unethical in business practice?
You have never submitted coins to PCGS have you- be careful when you do it on the econo submission- that can take a few months to get back.
I have to agree with TBT- you are bashing a very good TPG for no reason- EVERYONE MAKES A MISTAKE.
DO YOU ALL LIVE IN A GLASS HOUSE- better get bullet proof glass then-
Relax- if you treat them with respect- like we should all treat each other- you will get it back 10 fold.
Here's an example of kindness:
I MH2 sent in a submission to Anacs via the Houston Money show(jan22/06), expected coins in roughly 3 weeks, I sent these via my dealer buddy- for a very good reason, well no coins to date- today, and I have talked to 3 folks at customer service- each one was polite and very apologetic- because they are being inundated with orders for the new holder coins- from angry- yes angry collectors.
I told them I have no problems - just curious as to where they were in the food chain- at this time they are out of grading, and headed to the slabber guy- I asked about the grades- they pulled the info up- asked me a couple of simple questions - like what was being graded- and I responded with what my submisson was- I was given my grades- I am neither happy or unhappy- because I knew when I sent them what I was going to get- oh a couple did surprise me- which is a good thing. I THANKED them for their time, and said when ya move to Austin- I'll come by for a coffee- the last person on the phone- said she is making the move with the company, and would love to meet a kind person- I'll make the trip, and may drop off a submission in the process..
Don't jump to irrational conclusions- try to work with them- not against them.
And if you think you could win in court- I'd suggest you have ALL your ducks in a row- before shooting your mouth off- you might get Judge Judy!
$40 back was an unexpected surprise. Plus they sent me a storage box that they forgot to include it in my order and a free grading coupon since I had to call and tell them that they forgot.
So despite the "new day" transition problems, I'm a satisfied customer.
I can understand how getting the wrong coin back would be very frustrating especially if not corrected quickly. Hang in there.
collections: Maryland related coins & exonumia, 7070 Type set, and Video Arcade Tokens.
The Low Budget Y2K Registry Set
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
His order was returned and the missing coins were invoiced as if they were included, but they were gone.
Phone calls have been no help so far.
It's one thing to lose your own coins......But to lose someone elses ?? I'd be smoking .....
morganhunter, hang on to your britches and slow down......My gripe is not that a business makes a mistake, but HOW it handles that mistake. In my case it was being charged for email service and not getting that email service. It was for a 10 day guaranteed service that took 25 business days. It was for not being refunded for the email service that I was charged for but never received, and not receiving an apology or any free vouchers to make up for the goof. I know where you're coming from but I don't appreciate being lectured on morality regarding business matters
Cheers,
BigBen
Cheers,
BigBen
Tehn I'm sure that you will post in here as to the outcome you recently had with JT, as you had in your new thread.
Let us all in on the info.
Cheers,
BigBen
I cant say the same thing for another company(you figure out who?)
jim
I won't be sending in any coins while they are moving. To do so, to me, is risky.
I'd rather wait until that process is finished.
"Bongo hurtles along the rain soaked highway of life on underinflated bald retread tires."
~Wayne
I think it would be a great thing if ANACS could give PCGS and NGC a run for their money. But I'm fearful they are blowing it. Very often in business you only get one chance. ANACS appears to be blowing their second chance.
it aint worth it
if you are that stressed out over getting coins in plastic time for you to find another hobby life is too short and it aint worth it or your health
Jerry