Update on ANACS issues

BigBen

Hey all, just wanted to give everyone an update on my customer service issues with the new ANACS. In a nutshell, I sent in 2 coins to be graded using their 10 day guaranteed service, plus the optional email notification. To make a long story short, It tooks almost a month before the coins were sent out and I never received an email with the grades. I called customer service and was told that I would be refunded the email service fees plus receive an apology letter with 2 free submission vouchers. Well, I never received any of these after getting my coins back and was undertstandably upset (I posted a response here to someone else with an ANACS problem with some rather tough words about my frustration).

After a second phone call to customer service, I was sent to the president's voice mail where I left a message not really expecting a phone call back. Well, I'm happy to report that James Taylor, head of ANACS, called me personally and straightened everything out, including sending me 3 free submission vouchers. Mr. Taylor seemed genuinely concerned about my experience and apologized on behalf of ANACS. He explained the situation with both the new holders (40,000 people wanted reholders in a 1 to 2 month period!) plus the fact they were moving. He assured me that ANACS would strive to become one of the top grading companies and he even gave me his cell phone number to call if I had anymore issues>

Being a nobody in the coin world (in fact I like being anonymous for the most part), I was completely suprised to get a personal call from the head of the company, and has impressed me enough to continue my relationship with ANACS and hope that they will become a force in the grading world once they get the bugs worked out.

On a side note, I was able to give Mr. Taylor some input on the new holder label design, specifically the size of the grade area of the holder, as well the fonts that were used, which I thought were a bit generic. He said that he would take that information into consideration in reviewing the new holder. All in all I'm quite happy that ANACS cares enough about it's customers to go out on a limb like this and I hope that in 2 or 3 years, ANACS holders will be as well regarded as PCGS, if not better. The grades I got from them were spot on, as I took both coins to 2 dealers for a grade opinion before submitting and both gave me identical grades to ANACS.

Cheers,

BigBen

MORGANHUNTER2

Well bigBen- I guess an act of kindness works-

Now go back to the original post and speak your peace.

PerryHall

ANACS has always been a good company. Let's hope they can get their act together.

BigBen

morganhunter I stand by what I said then and what I say now. Business is not a charity event and ANACS ultimately came through, but it came through after 5 phones calls total. I have every right to express my feelings on this and I am rewarding ANACS with a positive now because good behavior should be rewarded with pronouncements. I don't have to "make my peace" with ANACS, as they are a profit driven business. That's patently absurd.

Cheers,

BigBen

RYK

Based on what I have heard here on these boards, I am in no hurry whatsoever to send all of my coins to ANACS to be regraded. Combine the customer service of PCGS with market acceptability below NGC and a funky non-standard holder, and you do not have a winning combination. I realize that this is early in the "New ANACS" experience, but what I have seen and heard thus far is far from impressive.

FatMan

ANACS needs to shoot James Taylor. He has put the "Marketing Cart in front of the Operations Horse". He should have gotten the move behind them, gotten the new people in place, and only then rolled out the new holder and started the "New ANACS" campaign. Companies make this error all the time. They create the great marketing scheme which brings in massive business increases, and then they die a fast death due to their inability to perform.

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.