I no longer do business with Heritage. They started going downhill at the beginning of 2007. Taking two months after payment to ship items won and making customers arrange their own 3rd party shipping with shippers who won't communicate with you in a timely manner if at all. UPS in Dallas acts like potential customers are a pesky nuisance...like they don't want any customers. And Heritage keeps saying, "well it's between you and the shipper to arrange for your lot to be picked up here at our facility." Maybe they're hoping someone will tire of the bureaucracy and red tape....and just give up, leaving them with a lot they can relist and collect payment on again? Then having to take time out of your busy day to fill out forms and fax long distance to both the shipper and Heritage at my expense, just to try and get the lot that you paid for two months prior! That did it for me.
<< <i>Hijacked is not a concern. A hijacked account would be paid with stolen funds, not left unpaid. -Jerry >>
Or... in the case of a highjacked account, a $300 client would run up a $40,000 unpaid bill. Not the other way around. There should have been reminder e-mails before the threat of a suspended account, much less the actual suspension of the account. And what company shuts you off after 30 days late? You'll go 3 months without a mortgage payment before foreclosure proceedings begin. 3-4 months of an unpaid electric bill before the juice stops flowing. Something is either wrong with the way Heritage handled this individual situation, or there is more to it than is being presented by the OP.
I have never had a problem with Heritage. But, then again, I pay my bills on time. You were late.
Option #1: Call them. Explain. Problem solved. Option #2: Complain on a public forum. Let people voice there opinion of Heritage and Customer Service in general. Problem unresolved.
Heritage?!?! I am shocked, shocked I say! (you can't see it but my tongue is in my cheek)
morris
"Repent, for the kindom of heaven is at hand." ** I would take a shack on the Rock over a castle in the sand !! ** Don't take life so seriously...nobody gets out alive.
ALL VALLEY COIN AND JEWELRY 28480 B OLD TOWN FRONT ST TEMECULA, CA 92590 (951) 757-0334
<< <i>If you don't pay your electric bill your lights get turn off, you don't pay for an auction invoice you get terminated. Do you see a trend here. Pay your bills and everything works just like a machine that needs oil to run. 30k/40k a year so what, pay your bills!! >>
You're still an idiot, and you bring neither enlightenment nor intellect to the discussion. Disrespectfully and with malice, Keith. >>
Once again, another person can't take a joke, what's up with you people lately. Tilt is a bad thing in life. Keith why do you say the things you do. It is simple, you owe a bill pay it, you and no one else deserves a free pass, or are do you seem you are above the laws of this great land. Now my intellect might not suit you at all, but let me say this as clear as I can. If you think you can harshly spew that nonsense of attacks towards me to make it seem you are worthly "ONLY of your opinions. I will never worry about you or anyone else that harshly attacks someone because of ones comments. >>
You repeatedly troll the forum and you take issue with my response? Whatever.
Facts are that:
1- Heritage is losing a client who generates 3 - 4 figures in fees annually because...
2- An account was suspended for a couple days late on a few hundred dollars.
This is not good.
3- Telling someone to simply "pay your bills" when it is not that simple is insulting. For example, what if his bill had been paid, but Heritage either did not receive it through the post office or correctly post it? Would his account still be suspended? Would not a trigger alerting the customer service department to this shortfall be appropriate?
Bottom line is that all companies have opportunities to look at their business practices and identify gaps and shortfalls. This seems like a fairly obvious one to me - and, it seems, to a few others.
Oh, and your "30k/40k per year" line was classic - and ever so valuable.
I pay thousands to my bank towards my mortgage each year.
What do you think would happen if I missed a payment? >>
apples and oranges: you aren't buying a new house with every payment tendered. they OWN your house, and you are simply paying on it. This one time charge for a coin means that they would simply keep the coin.
If your example is to be used, it would be more akin to a person borrowing money over and over for investment homes, and always paying off the loans very quickly. The lender and home flipper are quite happy with the arrangement (interest for the lender, and profit or an investment for the flipper), but after a long relationship, the flipper misses a payment which is unlike him. Is the lender going to cut him off without much discussion, and "throw the baby out with the bath water"? No. Heritage made a business blunder, plain and simple.
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
In the course of business there will always be small glitches. Stopping doing business with them over a small issue is cutting your nose off to spite your face. Obviously, you have found doing business there is convenient for you or you would not spend so much money each year. They are not the only game in town, but they are a major player.
It is not good business practice to lose customers with the history of buying like yours, but on the other hand no one will notice you are gone. You were late, they overreacted, neither side is pure. A little get along goes a long way in life. Good luck with future purchases.
Retired United States Mint guy, now working on an Everyman Type Set.
I haven't followed up on this thread since my previous reply but isn't it possible that their computers automatically suspend accounts if they are not paid within X amount of days and their computer spits out a mirrored list of people that some minion needs to place calls to in an attempt to resolve the non-payment?
It's in poor taste to try and slam a company over your mistake.
<< <i>You should have asked to talk to a supervisor.
A lot of this stuff is automated and when you call
the phones are staffed by orangutans. You are a valued
customer and once the brass is aware that you were offended,
they will make it right. At least an apology. >>
This is a good point. I have seen a history of Heritage on these boards over the last couple years where they have made things right. Of course the issue has to be brought up to the attention of the right people there first. >>
Tex will likely get a better response from them than I did about their bad photography. Heck, with the 40G's he waves in their faces every year, I wouldn't be surprised when he ends up with a big fat hiccy on his butt!
Leo
The more qualities observed in a coin, the more desirable that coin becomes!
I dont think the op's post was meant to reall y slam the company for his mistake. I think the issue is when you drop some serious cash with a company, maybe one would expect a little personal communication.
Id call them and let them know your issues and see what they are willing to do. They may surprise you. I had an issue with them and they sent me some free catalogs. Not any coins or any discounts, but those catalogs are not free or cheap to make. Plus I collect them. I bet they would make things right with you.
If someone thinks they dont need to or thinks its not really an issue, I disagree. $30-40K spent on a hobby and the company shouldnt do anything?
Do you collect coins or auction companies? At the end of the day are you hurting your collection by refusing to buy certain coins because they are in a Heritage auction? Maybe you have a plan to keep purchasing some coins through Heritage by having someone else bid and win for you. To me that would be no different than having your own account with them.
My advice would be to suck it up and focus on your collection. What you seem to be saying with your initial post is that you need Heritage to validate or stroke your ego about your customer status. Well, there's no place for hurt feelings in the coin biz.
Maybe my comments sound a little harsh, but are you really willing to let that next perfect coin go by just because it is auctioned by Heritage?
Not long ago, I told the Bowers and Merena jokers to take a hike and I haven't looked back since. I simply don't buy coins without a return policy! Given the fact that there are far fewer genuine collectors than there are investors, the coins I collect will surface and resurface in many ways in all kinds of weather. I actually support Tex'es decision, let the hoodwinks fry.
Leo
The more qualities observed in a coin, the more desirable that coin becomes!
Whether or not one agrees with the OP's decision, if one has a bad taste in one's mouth concerning a company, it is probably better off to ignore that company, at least for a while.
<< <i>bestday, Respectfully, and for clarity, the company didn't forget to send an invoice. The OP forgot to pay. The OP admits his error. His complaint is the treatment, by a non-civil COMPUTER,after talking to a non-caring employee. This is not civil service(unless one is employed by the civil service). It is a serious flaw in the company. Bubblehead, Thank You for the undeserved recognition. With Sincerety and Without Malice, John Curlis >>
there is always one in the crowd ..sorry pal....But Heritage give not final notice to Op ....I have done more business with Heritage, than the Op, but any number of times I have had several ( you read it right ) email notices that Heritage was awaiting payment . Surely , someone dropping mid five figures of business by the OP .. should receive some level of customer service from a firm.Then , again maybe some firms don't give a crap .
bestday, Respectfully, I suspect you may have misread my Posts. It would appear that we are in agreement and may be "pals". I do appreciate your recognition of my thoughts. Without Malice, John Curlis
<< <i>I haven't followed up on this thread since my previous reply but isn't it possible that their computers automatically suspend accounts if they are not paid within X amount of days and their computer spits out a mirrored list of people that some minion needs to place calls to in an attempt to resolve the non-payment? It's in poor taste to try and slam a company over your mistake. >>
I think you're probably right that the computer automaticly did that. I think that is too harsh. I don't think it is in poor taste to admit your mistake and then explain why you think the response from heritage is too harsh. He explained his situation and I'm suprised to see how many perfect bill payers we have here who have never missed a payment and would expect zero tolerance from all their creditors if they did.
<< <i>An unfortunate turn of events. Very interesting perspectives posted. I am interested in one aspect- the OP is a $30-40,000 Dollar/Yr. client. I concur that in this computer age and the sad decline of manners of people in the service industry, that an individuals' patience is certainly tested. However, regardless of a companies' size, when we accept the company response to the issue related by the OP and considering the $ figure posted here, then what of the lower expenditure client? There isn't an excuse for not contacting the client with a friendly reminder or conversation about the clients' health, etc., to determine if a problem exists. When a business entity becomes so large that this type of action doesn't cause a pause in the management room, as some have suggested here and problem solving is a computer program with automatic, possibly insulting, triggers, then it is time for the company to rethink its' position. I would predict that this action is a true loss of multiples of the $ amount stated, to the company. I don't perceive an excess reaction by the OP. I perceive a person that expects a level of service that is personal and caring and didn't receive same. Respectfully and Without Malice, John Curlis >>
I absolutely agree. What is intersting to think about, however, is that a credit card company with a similar problem would be on the phone regardless of how much business you give them. This is a foolish business pratice no matter the value of the transactions you have with heritage.
Heritage just called me. Seems I gave them my Discover card for the limited edition Husak signed and numbered auction catalog. They don't take discover. So they called me to get another credit card. They explained that the numbers were assigned based on when the orders were recorded and I am Catalog number 19 so I didn't get put to the bottom of the list of anything. (maybe I should log in and see if my account is suspended. JK). So I gave them another credit card and they will be shipping the catalog right out.
This is more like it. And I don't do as much business with them as the OP.
With 350,000 bidders, Heritage can't hold all of their hands. But they should add a step in the account cancellation process to see the number of purchases and payment response time, and cut some slack for the established customers. I have had a few issues that were resolved with a phone call, this proved better than going ballistic on an internet message board.
Robert Scot: Engraving Liberty - biography of US Mint's first chief engraver
I dont think it was so much ballistic as just frustration. That much money with a company deserves abit of personal communication when it comes to something like suspending an account. Even with such a large volume of buyers and or sellers.
Comments
<< <i>Hijacked is not a concern. A hijacked account would be paid with stolen funds, not left unpaid. -Jerry >>
Or... in the case of a highjacked account, a $300 client would run up a $40,000 unpaid bill. Not the other way around. There should have been reminder e-mails before the threat of a suspended account, much less the actual suspension of the account. And what company shuts you off after 30 days late? You'll go 3 months without a mortgage payment before foreclosure proceedings begin. 3-4 months of an unpaid electric bill before the juice stops flowing. Something is either wrong with the way Heritage handled this individual situation, or there is more to it than is being presented by the OP.
PCGS, ANACS, & NGC Certified Coins on My Website.
Option #1: Call them. Explain. Problem solved. Option #2: Complain on a public forum. Let people voice there opinion of Heritage and Customer Service in general. Problem unresolved.
morris
** I would take a shack on the Rock over a castle in the sand !! **
Don't take life so seriously...nobody gets out alive.
ALL VALLEY COIN AND JEWELRY
28480 B OLD TOWN FRONT ST
TEMECULA, CA 92590
(951) 757-0334
www.allvalleycoinandjewelry.com
<< <i>
<< <i>
<< <i>If you don't pay your electric bill your lights get turn off, you don't pay for an auction invoice you get terminated. Do you see a trend here. Pay your bills and everything works just like a machine that needs oil to run. 30k/40k a year so what, pay your bills!! >>
You're still an idiot, and you bring neither enlightenment nor intellect to the discussion. Disrespectfully and with malice, Keith. >>
Once again, another person can't take a joke, what's up with you people lately. Tilt is a bad thing in life. Keith why do you say the things you do. It is simple, you owe a bill pay it, you and no one else deserves a free pass, or are do you seem you are above the laws of this great land. Now my intellect might not suit you at all, but let me say this as clear as I can. If you think you can harshly spew that nonsense of attacks towards me to make it seem you are worthly "ONLY of your opinions. I will never worry about you or anyone else that harshly attacks someone because of ones comments. >>
You repeatedly troll the forum and you take issue with my response? Whatever.
Facts are that:
1- Heritage is losing a client who generates 3 - 4 figures in fees annually because...
2- An account was suspended for a couple days late on a few hundred dollars.
This is not good.
3- Telling someone to simply "pay your bills" when it is not that simple is insulting. For example, what if his bill had been paid, but Heritage either did not receive it through the post office or correctly post it? Would his account still be suspended? Would not a trigger alerting the customer service department to this shortfall be appropriate?
Bottom line is that all companies have opportunities to look at their business practices and identify gaps and shortfalls. This seems like a fairly obvious one to me - and, it seems, to a few others.
Oh, and your "30k/40k per year" line was classic - and ever so valuable.
From that perspective, your post added... what?
Check out my current listings: https://ebay.com/sch/khunt/m.html?_ipg=200&_sop=12&_rdc=1
<< <i>
<< <i>their loss, im sure you will be hearing from them soon. >>
Not so sure about that. They are a big company and they might not notice one important customer missing. >>
yup, i'm sure they could care less. sad really, but it is a reality.....I do agree with you though, they made a tempest in a teacup
<< <i>hmmmm
I pay thousands to my bank towards my mortgage each year.
What do you think would happen if I missed a payment? >>
apples and oranges: you aren't buying a new house with every payment tendered. they OWN your house, and you are simply paying on it. This one time charge for a coin means that they would simply keep the coin.
If your example is to be used, it would be more akin to a person borrowing money over and over for investment homes, and always paying off the loans very quickly. The lender and home flipper are quite happy with the arrangement (interest for the lender, and profit or an investment for the flipper), but after a long relationship, the flipper misses a payment which is unlike him. Is the lender going to cut him off without much discussion, and "throw the baby out with the bath water"? No. Heritage made a business blunder, plain and simple.
Camelot
<< <i>"Judge not, lest ye be judged".
The voice of reason..................
Amen, Bear
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
It is not good business practice to lose customers with the history of buying like yours, but on the other hand no one will notice you are gone. You were late, they overreacted, neither side is pure. A little get along goes a long way in life. Good luck with future purchases.
It's in poor taste to try and slam a company over your mistake.
<< <i>
<< <i>You should have asked to talk to a supervisor.
A lot of this stuff is automated and when you call
the phones are staffed by orangutans. You are a valued
customer and once the brass is aware that you were offended,
they will make it right. At least an apology. >>
This is a good point. I have seen a history of Heritage on these boards over the last couple years where they have made things right. Of course the issue has to be brought up to the attention of the right people there first. >>
Tex will likely get a better response from them than I did about their bad photography. Heck, with the 40G's he waves in their faces every year, I wouldn't be surprised when he ends up with a big fat hiccy on his butt!
Leo
The more qualities observed in a coin, the more desirable that coin becomes!
My Jefferson Nickel Collection
Id call them and let them know your issues and see what they are willing to do. They may surprise you. I had an issue with them and they sent me some free catalogs. Not any coins or any discounts, but those catalogs are not free or cheap to make. Plus I collect them. I bet they would make things right with you.
If someone thinks they dont need to or thinks its not really an issue, I disagree. $30-40K spent on a hobby and the company shouldnt do anything?
My advice would be to suck it up and focus on your collection. What you seem to be saying with your initial post is that you need Heritage to validate or stroke your ego about your customer status. Well, there's no place for hurt feelings in the coin biz.
Maybe my comments sound a little harsh, but are you really willing to let that next perfect coin go by just because it is auctioned by Heritage?
Leo
The more qualities observed in a coin, the more desirable that coin becomes!
My Jefferson Nickel Collection
<< <i>bestday, Respectfully, and for clarity, the company didn't forget to send an invoice. The OP forgot to pay. The OP admits his error. His complaint is the treatment, by a non-civil COMPUTER,after talking to a non-caring employee. This is not civil service(unless one is employed by the civil service). It is a serious flaw in the company. Bubblehead, Thank You for the undeserved recognition. With Sincerety and Without Malice, John Curlis >>
there is always one in the crowd ..sorry pal....But Heritage give not final notice to Op ....I have done more business with Heritage, than the Op, but any number of times I have had several ( you read it right ) email notices that Heritage was awaiting payment .
Surely , someone dropping mid five figures of business by the OP .. should receive some level of customer service from a firm.Then , again maybe some firms don't give a crap .
<< <i>I haven't followed up on this thread since my previous reply but isn't it possible that their computers automatically suspend accounts if they are not paid within X amount of days and their computer spits out a mirrored list of people that some minion needs to place calls to in an attempt to resolve the non-payment? It's in poor taste to try and slam a company over your mistake. >>
I think you're probably right that the computer automaticly did that. I think that is too harsh. I don't think it is in poor taste to admit your mistake and then explain why you think the response from heritage is too harsh. He explained his situation and I'm suprised to see how many perfect bill payers we have here who have never missed a payment and would expect zero tolerance from all their creditors if they did.
--Jerry
Move on they may need your biz someday and you may need them, if not you your family, let it go thats my advice.....
<< <i>An unfortunate turn of events. Very interesting perspectives posted. I am interested in one aspect- the OP is a $30-40,000 Dollar/Yr. client. I concur that in this computer age and the sad decline of manners of people in the service industry, that an individuals' patience is certainly tested. However, regardless of a companies' size, when we accept the company response to the issue related by the OP and considering the $ figure posted here, then what of the lower expenditure client? There isn't an excuse for not contacting the client with a friendly reminder or conversation about the clients' health, etc., to determine if a problem exists. When a business entity becomes so large that this type of action doesn't cause a pause in the management room, as some have suggested here and problem solving is a computer program with automatic, possibly insulting, triggers, then it is time for the company to rethink its' position. I would predict that this action is a true loss of multiples of the $ amount stated, to the company. I don't perceive an excess reaction by the OP. I perceive a person that expects a level of service that is personal and caring and didn't receive same. Respectfully and Without Malice, John Curlis >>
I absolutely agree. What is intersting to think about, however, is that a credit card company with a similar problem would be on the phone regardless of how much business you give them. This is a foolish business pratice no matter the value of the transactions you have with heritage.
This is more like it. And I don't do as much business with them as the OP.
--Jerry
Why the need to talk to anyone?
Why the need to talk to anyone?
Cause maybe the person is lonely.
Camelot