contact with serious issues, not individual order problems. remember: "major system failures" these are the top dogs running the mint
I just e-mailed the Mint Director's admin asst. and the sales/marketing director's admin asst.
5 pages now. I mentioned the "no signature issue," "the long delays with bad excuses," and potential for cancelling orders due to the wait in the voice mail.
Here is how to find their phone numbers in Washington, DC.....
Browse to: 1. Removed to save my own posterior, but if you feel so inclined I can't stop you.
Anyway... there are your phone numbers to contact the Mint Director's office at the bottom of the page and many of the names to contact.
Associate Director of Sales and Marketing: 202-removed to protect my own butt. Director's Office: 202-removed to protect my own butt.
I called earlier to the "sales and marketing" number and was transferred to legal and left a message.
drum roll.
legal just called back and said PBGS is new and it is actually a procurement department issues, but the better of legal and sales would be to talk to sales, not legal. I told them I e-mailed the admins to sales and the director. They said they would get in touch with sales about te e-mail and get back to me.
I wonder if I can't and wondercoin can't get a supervisor to return a call is due to our persistence....
I wonder if the Mint will get back to me.
I feel uncomfortable giving out the e-mails, even though they are gov't employees, since they are still high level admin assts. But the phone numbers ... removed to protect my own posterior.
You can, too! Or perhaps you can wait and see if I get a call back and I can get an e-mail they know I will give out to the planet.
I agree in advance jbw, that all of nada may come from this, but at least I did get someone in the Mint Director's office on the line to give them the big issue: "deliveries without a signature." {no time to read a 5 page e-mail to them, so I stuck to the most impactful one to the mint}
excerpts: Customer Satisfaction The foundation of a trusted, highly recognized brand is high quality products and services. Developing superior products and providing responsive customer service has enabled the United States Mint to retain core numismatic customers. Maintaining product quality and customer service is critical to attracting new customers, fostering the United States Mint brand and expanding our customer base into underserved segments of the population. Since FY 2003, the United States Mint has utilized a bimonthly Customer Satisfaction Measure (CSM) survey to capture customer satisfaction with the United States Mint’s performance as a supplier of coins and coin products and the quality of those products. While 80 percent of active customers report high overall satisfaction with the United States Mint’s performance as a product supplier, this percentage has declined steadily since FY 2006. Customer satisfaction with product quality, conversely, has remained high with about 95 percent of active customers highly satisfied with the quality of our products. Problems and delays with orders, poor communications and customer service issues all contributed to lower overall customer satisfaction in FY 2008. CSM survey results indicate that untimely order fulfillment was the most significant factor in the decline.
The United States Mint’s ability to timely deliver products to numismatic customers declined significantly in 2008 due to a number of factors. We started 2008 with an aggressive product launch schedule. Production capacity was unable to meet demand for the multiple products released in the beginning of the calendar year. Many products had to be placed on back order until production capacity could recover. In January 2008, the United States Mint temporarily suspended operation of our online catalog for six days to ensure a reliable transition to a new service provider. Finally, in February 2008, a tornado hit and significantly damaged our product fulfillment facility in Memphis, Tennessee. It took five days to restore the facility to working operation and resume deliveries.
In FY 2009, the United States Mint plans to thoroughly reexamine the entire production process from design to distribution. A key component of this effort is to better integrate the product launch schedule with expected production capacity. This should ensure that adequate inventories are available when products are released and minimize backorders. We will also more directly measure and track the duration between order and fulfillment dates in FY 2009 to identify potential problems and implement corrective action. We plan to revise the CSM survey to evaluate the impact of our efforts and obtain a better understanding of our customers and how to serve them.
Graphs on page entitled: "Percentage of Customers Highly Satisfied" "Percentage of Orders Fulfilled within Seven Days" So far for UHR .... <<1%, 2008 Average: 76%
Later: Total Losses The United States Mint performs its protection function by minimizing vulnerability to theft and preventing unauthorized access to critical assets. Total losses measure the dollar amount of losses incurred because of the realization of threats to the United States Mint. Total losses are classified in three categories based on cases that have been investigated and closed: • Financial Losses: intentional monetary losses, thefts or fraud from metal reserves, produced coinage, retail sales and other administrative losses. • Cost of Intrusions: the cost of repair or recovery from an intentional intrusion into United States Mint systems and facilities either electronically or physically. • Productivity Losses: the cost of intentional damage or destruction to production capabilities, including related costs for continuity of operations.
As defined, total losses do not include losses incurred during the normal course of sales operations. Such losses are reported in the financial statements as Cost of Goods Sold.
and earlier for 2008: Numismatics gross costs fell slightly to $474.8 million from $475.6 million in FY 2007 because rising sales, general and administrative (SG&A) expenses were offset by declining COGS.
The COGS are going to start going up if UPS keeps doing the "throw and go."
MsMorrisine, you are quite the data miner... thanks for the info. I'll be sure to give the Mint the lowest rating possible on all customer surveys knowing its one of the few ways to rattle their cage. Maybe one of these hacks at the Mint will feel vulnerable enough in his/her job to actually push the button on the first 29K coins if we can send enough e-mails to their inbox.
UHR Ordered on 1/22/09 @ 12:08PM Status: Received ... sent to grading
The US Mint could have contracted with a company such as Amazon with the web, credit, and shipping infrastructure in place. This would have allowed shipping options and a much customer friendly interface. A number of us complained about the previous fulfillment center, we now seem to have left the frying pan and entered the first or second level of hell. It is too bad the switch was made for the introduction of the UHR.
I would think that the margins of the mint collectables would support using a company such as Amazon to handle retail sales. I wonder if anyone, with more experience with such distribution arrangements, knows if this idea is feasible under the financial constraints the US Mint operates.
<< <i>The US Mint could have contracted with a company such as Amazon with the web, credit, and shipping infrastructure in place. This would have allowed shipping options and a much customer friendly interface. A number of us complained about the previous fulfillment center, we now seem to have left the frying pan and entered the first or second level of hell. It is too bad the switch was made for the introduction of the UHR.
I would think that the margins of the mint collectables would support using a company such as Amazon to handle retail sales. I wonder if anyone, with more experience with such distribution arrangements, knows if this idea is feasible under the financial constraints the US Mint operates. >>
Like every govt bureaucracy these agencies are stacked with the political hacks who delivered votes for the winner of the last election. I have no doubt that the contracting process w/PBGS included a quid pro quo at some point, otherwise this problem would've been fixed in hours instead of weeks. Why have efficiency and increased customer satisfaction when you won't be held accountable for another 4 yrs... kick that ball down the road, its the same old story!!
UHR Ordered on 1/22/09 @ 12:08PM Status: Received ... sent to grading
The rep answered the phone and asked if I had a question about my UHR. I said yes and she said, "Please don't yell at me."
JC >>
just think - 45K orders + status phone calls! Wow! It must take a lot of patience. >>
I think I'm finally calling BS on them... not you two, but PBGS.
Every rep is way too pleasant through the entire call for each and every one of my calls for them to be getting yelled at. I think they are stealing our lines for sympathy's sake.
There have only been two times anyone has gotten even a bit miffed. One was when I got a we can't give out contact info type excuse and I off handedly mentioned that their address is all over google and they can always be found. Another was today when I tried to get a specific supervisor on the line about my lost return and also wanted to discuss the signature issue with the specific supervisor who had the conference call with UPS and a customer. The rep said: "oooohhhh... I know what this is about" but never even offered to transfer me and just re-took information that taken the week before.
I'm not so sure they are so stressed. They might be mad at wondercoin and I for hassling them so much, but I think they are playing "dodge ball" with us.
But come the evening of the 20th, I have faith in the masses revolting. I hope if you do not have a valid tracking number tomorrow night, you call the Real Mint and e-mail the Inspector General's Office.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
I had a couple conversations with supervisors a while ago concerning the Reverse platinum coin that was once all the rage - To make a long story short, the frustrated super (dont really know why she was frustrated) actually told me "...I would never get my coin, ...dont call back here because nothing is going to change" and hung up! I immediately called back and got a different supervisor who gave me a diametrically opposing view of the situation - I got the coin about 4 days later. I will agree that the majority, at least for me, have been very courteous.
<< <i>The US Mint could have contracted with a company such as Amazon with the web, credit, and shipping infrastructure in place. This would have allowed shipping options and a much customer friendly interface. A number of us complained about the previous fulfillment center, we now seem to have left the frying pan and entered the first or second level of hell. It is too bad the switch was made for the introduction of the UHR.
I would think that the margins of the mint collectables would support using a company such as Amazon to handle retail sales. I wonder if anyone, with more experience with such distribution arrangements, knows if this idea is feasible under the financial constraints the US Mint operates. >>
In the 2008 annual report link posted, they mention they are now trying to keep margins around 15%. Recently, they've been under. However, overall and including circulation coins, they make a profit for the gov't every year. Sales General & Administrative expenses are increasing lately too.
Whatever happened to mint the said amount and be done with it. Don't worry about producing too many. If they are not all sold at the mint in that year then reduce the amount the following year until production meets demand. Plus its always more beneficial to create an artificialy high demand by dropping production at a later date. Not create a demand by taking orders and just sitting on them. This is just bad customer service.
"One of the advantages of being disorderly is that one is constantly making new discoveries" -A.A. Milne
<< <i>I just e-mailed the Mint Director's admin asst. and the sales/marketing director's admin asst.
5 pages now. I mentioned the "no signature issue," "the long delays with bad excuses," and potential for cancelling orders due to the wait in the voice mail.
Here is how to find their phone numbers in Washington, DC.
Some People Have Been Replaced. e.g. the sales and marketing associate director is no longer Gloria Eskridge, but Mr. B. B. Craig.
Anyway... there are your phone numbers to contact the Mint Director's office at the bottom of the page and many of the names to contact.
Associate Director of Sales and Marketing, who is now Mr. B. B. Craig: phone (202) 354-7500 (google "gloria eskridge" and 202) Director's Office: phone (202) 354-7200, fax 756-6160
I called earlier to the "sales and marketing" number and was transferred to legal and left a message.
drum roll.
legal just called back and said PBGS is new and it is actually a procurement department issues, but the better of legal and sales would be to talk to sales, not legal. I told them I e-mailed the admins to sales and the director. They said they would get in touch with sales about te e-mail and get back to me.
I wonder if I can't and wondercoin can't get a supervisor to return a call is due to our persistence....
I wonder if the Mint will get back to me.
I feel uncomfortable giving out the e-mails, evn though they are gov't employees, since they are still high level admin assts. But the phone numbers I found using google and the "Congressional Telephone Directory" which are both online.
You can, too! Or perhaps you can wait and see if I get a call back and I can get an e-mail they know I will give out to the planet.
I agree in advance jbw, that all of nada may come from this, but at least I did get someone in the Mint Director's office on the line to give them the big issue: "deliveries without a signature." {no time to read a 5 page e-mail to them, so I stuck to the most impactful one to the mint}
excerpts: Customer Satisfaction The foundation of a trusted, highly recognized brand is high quality products and services. Developing superior products and providing responsive customer service has enabled the United States Mint to retain core numismatic customers. Maintaining product quality and customer service is critical to attracting new customers, fostering the United States Mint brand and expanding our customer base into underserved segments of the population. Since FY 2003, the United States Mint has utilized a bimonthly Customer Satisfaction Measure (CSM) survey to capture customer satisfaction with the United States Mint’s performance as a supplier of coins and coin products and the quality of those products. While 80 percent of active customers report high overall satisfaction with the United States Mint’s performance as a product supplier, this percentage has declined steadily since FY 2006. Customer satisfaction with product quality, conversely, has remained high with about 95 percent of active customers highly satisfied with the quality of our products. Problems and delays with orders, poor communications and customer service issues all contributed to lower overall customer satisfaction in FY 2008. CSM survey results indicate that untimely order fulfillment was the most significant factor in the decline.
The United States Mint’s ability to timely deliver products to numismatic customers declined significantly in 2008 due to a number of factors. We started 2008 with an aggressive product launch schedule. Production capacity was unable to meet demand for the multiple products released in the beginning of the calendar year. Many products had to be placed on back order until production capacity could recover. In January 2008, the United States Mint temporarily suspended operation of our online catalog for six days to ensure a reliable transition to a new service provider. Finally, in February 2008, a tornado hit and significantly damaged our product fulfillment facility in Memphis, Tennessee. It took five days to restore the facility to working operation and resume deliveries.
In FY 2009, the United States Mint plans to thoroughly reexamine the entire production process from design to distribution. A key component of this effort is to better integrate the product launch schedule with expected production capacity. This should ensure that adequate inventories are available when products are released and minimize backorders. We will also more directly measure and track the duration between order and fulfillment dates in FY 2009 to identify potential problems and implement corrective action. We plan to revise the CSM survey to evaluate the impact of our efforts and obtain a better understanding of our customers and how to serve them.
Graphs on page entitled: "Percentage of Customers Highly Satisfied" "Percentage of Orders Fulfilled within Seven Days" So far for UHR .... <<1%, 2008 Average: 76%
Later: Total Losses The United States Mint performs its protection function by minimizing vulnerability to theft and preventing unauthorized access to critical assets. Total losses measure the dollar amount of losses incurred because of the realization of threats to the United States Mint. Total losses are classified in three categories based on cases that have been investigated and closed: • Financial Losses: intentional monetary losses, thefts or fraud from metal reserves, produced coinage, retail sales and other administrative losses. • Cost of Intrusions: the cost of repair or recovery from an intentional intrusion into United States Mint systems and facilities either electronically or physically. • Productivity Losses: the cost of intentional damage or destruction to production capabilities, including related costs for continuity of operations.
As defined, total losses do not include losses incurred during the normal course of sales operations. Such losses are reported in the financial statements as Cost of Goods Sold.
and earlier for 2008: Numismatics gross costs fell slightly to $474.8 million from $475.6 million in FY 2007 because rising sales, general and administrative (SG&A) expenses were offset by declining COGS.
The COGS are going to start going up if UPS keeps doing the "throw and go."
That might interest them.... we'll see. >>
My apologies for being a bit sarcastic. Yeah, I agree with you if the Mint is going to say 6-9 months and then start teasing us with earlier release dates then that is unfair. Regardless, I admire your efforts to go beyond just griping on this board and actually taking some action to get the attention of the powers to be.
Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders.
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
The way that I understand up to nine months to fill orders is that it may take up to nine months to mint 300,000 coins and send them out. I also understand it to mean that they had a small stock of them at the release date and that the first promeised ship date of 1/28/09 reflects this. Just because it may take up to nine months to produce them all does not mean that they have to wait nine months before they ship them all. The mint just needs to ship out what they do have on a first order first ship basis and this would not have ever been a problem.
And I am not badmouthing Charlie by any way, I actually would love to be where Charlie is at now, he lucked out. But Charlie is far from first order. Charlie and the others that have received the coins and submitted for gradeing have started the clock ticking. The true first order and first out are being screwed. This matter also would not be so frustrating had this initial handful not gone out and the First Strike deadline was in April... being the main release will be March.
BTW, I am not a "First Strike" fan, I do not own a First Strike labeled coin, But I did want mine to be First Strike this time.
<<< Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>>
Well maybe those astute collectors could just take a gold magic marker and write "FIRST STRIKE" on their holders and draw on a cute little American flag? Wouldn't that make their UHR's worth at least a little bit more??
According to published reports, there are already 29,000 of these buggers minted. No need to delay on sending those ones out, other than the incompetency we've all experienced. Now who gets those 29,000 is a whole different story, since we've established that FIFO is not being honored. Stay tuned...
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
Of course if the price of gold keeps soaring, it would be stupid for any of the FirstPeople to cancel their orders even if their original intent was just to get a First Strike and flip. (Honestly, I don't feel sorry though for anyone who was just getting this coin to flip in the first place.)
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
Of course if the price of gold keeps soaring, it would be stupid for any of the FirstPeople to cancel their orders even if their original intent was just to get a First Strike and flip. (Honestly, I don't feel sorry though for anyone who was just getting this coin to flip in the first place.) >>
By the way, did the UHR price up another $50 today as was expected?
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
The Mint has sent me a personal email stating my ship date is 2/18/09. Clearly stated.
PCGS knows of the current debacle going on with shipping from the USM.....
Understandably, it is not their problem......but nevertheless, they are aware of it........
As the premier grading company, knowing of this problem, and IMO not wanting to "create" an "artificial" rarity in FS graded coins of this type due to a USM blunder......
They should suspend the end date of FS eligible coins until a "confirmed, substantial" first shipment of coins is shipped from the USM distribution center.....
The rep just told me that we were told it could be 6-9 months. I told her the cancel boxes were gone on my order and that doesn't happen 6-9 months before coins are shipped. That shut her up.
In the spirit of "change" and "fairness" I think that PCGS should extend first strike deadline so that everyone has a chance to own a FS UHR coin. "YES THEY CAN" or "SI SE PUEDE". It is not fair that the winners of Mint's Lottery should be the only owners of FS.
Gold and silver are valuable but wisdom is priceless.
3rd time AT LEAST that they have "noted my return tracking number in the system" and promised a supervisor call back about my lost return.
RE: the UHR:
They told me the pick story again, but this time they said a "backorder card was created today" showing a ship date of Mar 6th, "but it might go out tomorrow but the backorder e-mail should have gone out today showing Mar 6."
Unfortunately for the rep, I checked my e-mail and that is for an entirely different product on the order than the UHR. And I can't even see into the "order system!"
PBGS is so so so lost.
Got the rep to admit they work for Pitney-Bowes, too.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
note at the bottom of the chart, it says "unless otherwise noted, all bureaus report to the deputy secretary of the secretary." The line from the "US Mint" connects up to the line towards the "Secretary/Deputy Secretary" box at the very top. Beside that box is the "Treasury's Office of Inspector General" reporting to them, too.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
Translation: We have the phone numbers of some high fire power government officials' offices.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
The Mint Director's Office reports to the Deputy Secretary of the Secretary of the Treasury.... The Secretary of the Treasury is Tim Geithner, who just replaced Henry Paulson. These are the guys on the news talking about all the reason why the Fed Reserve, Treasury and America are in deep and why some of us are buying gold bullion!
Think about it.... The Mint Director's office is 2 steps away from the very top! And the office's number and the sales/marketing office under the director are online.
The Treasury's Inspector General's Office reports to the #1 Top or #2 Deputy Secretary, and someone in that office asked me to send them my tales of woe.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
If you are going to complain to anyone, please make it these guys.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
<< <i>Would we get an email, similar to the backorder emails, saying that the coin has been shipped? >>
I got this last night:
We shipped the items listed below today. Thank you for shopping at the United States Mint Online Catalog; we hope you'll visit again soon. Track your order at http://catalog.usmint.gov Questions about returns or cancellations? Please visit http://catalog.usmint.gov Thanks again for shopping with the U.S. Mint. Electronic gift certificates are now available!
Order #: 30968*** - 1 Order Date: 2/12/09
Sold To: Me
Ship To: Me
Date Shipped: 2/19/09
Amount Charged : 144.75
Tracking ID
631857***** 29567516****** 91029010*************
Items included in this shipment:
1. 2009 LINCOLN UNC SILVER DLR (LN8) Qty : 2
2. 2009 LINCOLN PROOF SILVER DLR (LN7) Qty : 2
This is a system generated e-mail. Please do not reply. If you have questions, please visit the Help page at http://catalog.usmint.gov or call us at 1-800-USA-MINT.
considering all the "stories"from 800-USA-MINT, I'm not holding my breath....
After complaining about others receiving theirs but mine isn't slated to ship until Apr 1, I was just told that my credit card was put through and maybe monday they will ship and I'll have a tracking number.
and my CC co just confirmed a new pending charge in the proper amount.
Comments
contact with serious issues, not individual order problems. remember: "major system failures" these are the top dogs running the mint
I just e-mailed the Mint Director's admin asst. and the sales/marketing director's admin asst.
5 pages now. I mentioned the "no signature issue," "the long delays with bad excuses," and potential for cancelling orders due to the wait in the voice mail.
Here is how to find their phone numbers in Washington, DC.....
Browse to:
1. Removed to save my own posterior, but if you feel so inclined I can't stop you.
Anyway... there are your phone numbers to contact the Mint Director's office at the bottom of the page and many of the names to contact.
Associate Director of Sales and Marketing: 202-removed to protect my own butt.
Director's Office: 202-removed to protect my own butt.
I called earlier to the "sales and marketing" number and was transferred to legal and left a message.
drum roll.
legal just called back and said PBGS is new and it is actually a procurement department issues, but the better of legal and sales would be to talk to sales, not legal. I told them I e-mailed the admins to sales and the director. They said they would get in touch with sales about te e-mail and get back to me.
I wonder if I can't and wondercoin can't get a supervisor to return a call is due to our persistence....
I wonder if the Mint will get back to me.
I feel uncomfortable giving out the e-mails, even though they are gov't employees, since they are still high level admin assts.
But the phone numbers ... removed to protect my own posterior.
You can, too! Or perhaps you can wait and see if I get a call back and I can get an e-mail they know I will give out to the planet.
I agree in advance jbw, that all of nada may come from this, but at least I did get someone in the Mint Director's office on the line to give them the big issue: "deliveries without a signature." {no time to read a 5 page e-mail to them, so I stuck to the most impactful one to the mint}
Here is an interesting read:
http://www.usmint.gov/downloads/about/annual_report/2008AnnualReport.pdf
excerpts:
Customer Satisfaction The foundation of a
trusted, highly recognized brand is high quality products
and services. Developing superior products and
providing responsive customer service has enabled the
United States Mint to retain core numismatic customers.
Maintaining product quality and customer service is
critical to attracting new customers, fostering the United
States Mint brand and expanding our customer base into
underserved segments of the population.
Since FY 2003, the United States Mint has utilized a
bimonthly Customer Satisfaction Measure (CSM)
survey to capture customer satisfaction with the United
States Mint’s performance as a supplier of coins and
coin products and the quality of those products.
While 80 percent of active customers report high overall
satisfaction with the United States Mint’s performance
as a product supplier, this percentage has declined
steadily since FY 2006. Customer satisfaction with
product quality, conversely, has remained high with
about 95 percent of active customers highly satisfied
with the quality of our products. Problems and delays
with orders, poor communications and customer service
issues all contributed to lower overall customer
satisfaction in FY 2008. CSM survey results indicate
that untimely order fulfillment was the most significant
factor in the decline.
The United States Mint’s ability to timely deliver
products to numismatic customers declined significantly
in 2008 due to a number of factors. We started 2008
with an aggressive product launch schedule. Production
capacity was unable to meet demand for the multiple
products released in the beginning of the calendar year.
Many products had to be placed on back order until
production capacity could recover. In January 2008, the
United States Mint temporarily suspended operation of
our online catalog for six days to ensure a reliable
transition to a new service provider. Finally, in
February 2008, a tornado hit and significantly damaged
our product fulfillment facility in Memphis, Tennessee.
It took five days to restore the facility to working
operation and resume deliveries.
In FY 2009, the United States Mint plans to thoroughly
reexamine the entire production process from design to
distribution. A key component of this effort is to better
integrate the product launch schedule with expected
production capacity. This should ensure that adequate
inventories are available when products are released and
minimize backorders. We will also more directly
measure and track the duration between order and
fulfillment dates in FY 2009 to identify potential
problems and implement corrective action. We plan to
revise the CSM survey to evaluate the impact of our
efforts and obtain a better understanding of our
customers and how to serve them.
Graphs on page entitled:
"Percentage of Customers Highly Satisfied"
"Percentage of Orders Fulfilled within Seven Days" So far for UHR .... <<1%, 2008 Average: 76%
Later:
Total Losses The United States Mint performs its
protection function by minimizing vulnerability to theft
and preventing unauthorized access to critical assets.
Total losses measure the dollar amount of losses
incurred because of the realization of threats to the
United States Mint. Total losses are classified in three
categories based on cases that have been investigated
and closed:
• Financial Losses: intentional monetary losses, thefts
or fraud from metal reserves, produced coinage, retail
sales and other administrative losses.
• Cost of Intrusions: the cost of repair or recovery
from an intentional intrusion into United States Mint
systems and facilities either electronically or
physically.
• Productivity Losses: the cost of intentional damage
or destruction to production capabilities, including
related costs for continuity of operations.
As defined, total losses do not include losses incurred
during the normal course of sales operations. Such
losses are reported in the financial statements as Cost of
Goods Sold.
and earlier for 2008:
Numismatics gross costs fell slightly to $474.8 million
from $475.6 million in FY 2007 because rising sales,
general and administrative (SG&A) expenses were
offset by declining COGS.
The COGS are going to start going up if UPS keeps doing the "throw and go."
That might interest them.... we'll see.
MsMorrisine, you are quite the data miner... thanks for the info. I'll be sure to give the Mint the lowest rating possible on all customer surveys knowing its one of the few ways to rattle their cage. Maybe one of these hacks at the Mint will feel vulnerable enough in his/her job to actually push the button on the first 29K coins if we can send enough e-mails to their inbox.
Status: Received
I would think that the margins of the mint collectables would support using a company such as Amazon to handle retail sales. I wonder if anyone, with more experience with such distribution arrangements, knows if this idea is feasible under the financial constraints the US Mint operates.
<< <i>The US Mint could have contracted with a company such as Amazon with the web, credit, and shipping infrastructure in place. This would have allowed shipping options and a much customer friendly interface. A number of us complained about the previous fulfillment center, we now seem to have left the frying pan and entered the first or second level of hell. It is too bad the switch was made for the introduction of the UHR.
I would think that the margins of the mint collectables would support using a company such as Amazon to handle retail sales. I wonder if anyone, with more experience with such distribution arrangements, knows if this idea is feasible under the financial constraints the US Mint operates. >>
Like every govt bureaucracy these agencies are stacked with the political hacks who delivered votes for the winner of the last election. I have no doubt that the contracting process w/PBGS included a quid pro quo at some point, otherwise this problem would've been fixed in hours instead of weeks. Why have efficiency and increased customer satisfaction when you won't be held accountable for another 4 yrs... kick that ball down the road, its the same old story!!
Status: Received
<< <i>
<< <i>I called one more time....
The rep answered the phone and asked if I had a question about my UHR. I said yes and she said, "Please don't yell at me."
JC >>
just think - 45K orders + status phone calls! Wow! It must take a lot of patience. >>
I think I'm finally calling BS on them... not you two, but PBGS.
Every rep is way too pleasant through the entire call for each and every one of my calls for them to be getting yelled at. I think they are stealing our lines for sympathy's sake.
There have only been two times anyone has gotten even a bit miffed. One was when I got a we can't give out contact info type excuse and I off handedly mentioned that their address is all over google and they can always be found. Another was today when I tried to get a specific supervisor on the line about my lost return and also wanted to discuss the signature issue with the specific supervisor who had the conference call with UPS and a customer. The rep said: "oooohhhh... I know what this is about" but never even offered to transfer me and just re-took information that taken the week before.
I'm not so sure they are so stressed. They might be mad at wondercoin and I for hassling them so much, but I think they are playing "dodge ball" with us.
But come the evening of the 20th, I have faith in the masses revolting. I hope if you do not have a valid tracking number tomorrow night, you call the Real Mint and e-mail the Inspector General's Office.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
Jeff
<< <i>The US Mint could have contracted with a company such as Amazon with the web, credit, and shipping infrastructure in place. This would have allowed shipping options and a much customer friendly interface. A number of us complained about the previous fulfillment center, we now seem to have left the frying pan and entered the first or second level of hell. It is too bad the switch was made for the introduction of the UHR.
I would think that the margins of the mint collectables would support using a company such as Amazon to handle retail sales. I wonder if anyone, with more experience with such distribution arrangements, knows if this idea is feasible under the financial constraints the US Mint operates. >>
In the 2008 annual report link posted, they mention they are now trying to keep margins around 15%. Recently, they've been under. However, overall and including circulation coins, they make a profit for the gov't every year. Sales General & Administrative expenses are increasing lately too.
no point... just sayin' ....
<< <i>I just e-mailed the Mint Director's admin asst. and the sales/marketing director's admin asst.
5 pages now. I mentioned the "no signature issue," "the long delays with bad excuses," and potential for cancelling orders due to the wait in the voice mail.
Here is how to find their phone numbers in Washington, DC.
Browse to:
1. dot.Gov search engine
2. enter "Congressional Directory"
3. Select the top link: Congressional Directory: Main Page
( which should take you Here. )
4. Select Browse the 2007-2008 Congressional Directory (August 2008 Online Revision ).
5. Scroll down to: "DEPARTMENT OF THE TREASURY" and Select: Text
Some People Have Been Replaced. e.g. the sales and marketing associate director is no longer Gloria Eskridge, but Mr. B. B. Craig.
Anyway... there are your phone numbers to contact the Mint Director's office at the bottom of the page and many of the names to contact.
Associate Director of Sales and Marketing, who is now Mr. B. B. Craig: phone (202) 354-7500 (google "gloria eskridge" and 202)
Director's Office: phone (202) 354-7200, fax 756-6160
I called earlier to the "sales and marketing" number and was transferred to legal and left a message.
drum roll.
legal just called back and said PBGS is new and it is actually a procurement department issues, but the better of legal and sales would be to talk to sales, not legal. I told them I e-mailed the admins to sales and the director. They said they would get in touch with sales about te e-mail and get back to me.
I wonder if I can't and wondercoin can't get a supervisor to return a call is due to our persistence....
I wonder if the Mint will get back to me.
I feel uncomfortable giving out the e-mails, evn though they are gov't employees, since they are still high level admin assts.
But the phone numbers I found using google and the "Congressional Telephone Directory" which are both online.
You can, too! Or perhaps you can wait and see if I get a call back and I can get an e-mail they know I will give out to the planet.
I agree in advance jbw, that all of nada may come from this, but at least I did get someone in the Mint Director's office on the line to give them the big issue: "deliveries without a signature." {no time to read a 5 page e-mail to them, so I stuck to the most impactful one to the mint}
Here is an interesting read:
http://www.usmint.gov/downloads/about/annual_report/2008AnnualReport.pdf
excerpts:
Customer Satisfaction The foundation of a
trusted, highly recognized brand is high quality products
and services. Developing superior products and
providing responsive customer service has enabled the
United States Mint to retain core numismatic customers.
Maintaining product quality and customer service is
critical to attracting new customers, fostering the United
States Mint brand and expanding our customer base into
underserved segments of the population.
Since FY 2003, the United States Mint has utilized a
bimonthly Customer Satisfaction Measure (CSM)
survey to capture customer satisfaction with the United
States Mint’s performance as a supplier of coins and
coin products and the quality of those products.
While 80 percent of active customers report high overall
satisfaction with the United States Mint’s performance
as a product supplier, this percentage has declined
steadily since FY 2006. Customer satisfaction with
product quality, conversely, has remained high with
about 95 percent of active customers highly satisfied
with the quality of our products. Problems and delays
with orders, poor communications and customer service
issues all contributed to lower overall customer
satisfaction in FY 2008. CSM survey results indicate
that untimely order fulfillment was the most significant
factor in the decline.
The United States Mint’s ability to timely deliver
products to numismatic customers declined significantly
in 2008 due to a number of factors. We started 2008
with an aggressive product launch schedule. Production
capacity was unable to meet demand for the multiple
products released in the beginning of the calendar year.
Many products had to be placed on back order until
production capacity could recover. In January 2008, the
United States Mint temporarily suspended operation of
our online catalog for six days to ensure a reliable
transition to a new service provider. Finally, in
February 2008, a tornado hit and significantly damaged
our product fulfillment facility in Memphis, Tennessee.
It took five days to restore the facility to working
operation and resume deliveries.
In FY 2009, the United States Mint plans to thoroughly
reexamine the entire production process from design to
distribution. A key component of this effort is to better
integrate the product launch schedule with expected
production capacity. This should ensure that adequate
inventories are available when products are released and
minimize backorders. We will also more directly
measure and track the duration between order and
fulfillment dates in FY 2009 to identify potential
problems and implement corrective action. We plan to
revise the CSM survey to evaluate the impact of our
efforts and obtain a better understanding of our
customers and how to serve them.
Graphs on page entitled:
"Percentage of Customers Highly Satisfied"
"Percentage of Orders Fulfilled within Seven Days" So far for UHR .... <<1%, 2008 Average: 76%
Later:
Total Losses The United States Mint performs its
protection function by minimizing vulnerability to theft
and preventing unauthorized access to critical assets.
Total losses measure the dollar amount of losses
incurred because of the realization of threats to the
United States Mint. Total losses are classified in three
categories based on cases that have been investigated
and closed:
• Financial Losses: intentional monetary losses, thefts
or fraud from metal reserves, produced coinage, retail
sales and other administrative losses.
• Cost of Intrusions: the cost of repair or recovery
from an intentional intrusion into United States Mint
systems and facilities either electronically or
physically.
• Productivity Losses: the cost of intentional damage
or destruction to production capabilities, including
related costs for continuity of operations.
As defined, total losses do not include losses incurred
during the normal course of sales operations. Such
losses are reported in the financial statements as Cost of
Goods Sold.
and earlier for 2008:
Numismatics gross costs fell slightly to $474.8 million
from $475.6 million in FY 2007 because rising sales,
general and administrative (SG&A) expenses were
offset by declining COGS.
The COGS are going to start going up if UPS keeps doing the "throw and go."
That might interest them.... we'll see. >>
My apologies for being a bit sarcastic. Yeah, I agree with you if the Mint is going to say 6-9 months and then start teasing us with earlier release dates then that is unfair. Regardless, I admire your efforts to go beyond just griping on this board and actually taking some action to get the attention of the powers to be.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders.
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
The way that I understand up to nine months to fill orders is that it may take up to nine months to mint 300,000 coins and send them out. I also understand it to mean that they had a small stock of them at the release date and that the first promeised ship date of 1/28/09 reflects this. Just because it may take up to nine months to produce them all does not mean that they have to wait nine months before they ship them all. The mint just needs to ship out what they do have on a first order first ship basis and this would not have ever been a problem.
And I am not badmouthing Charlie by any way, I actually would love to be where Charlie is at now, he lucked out. But Charlie is far from first order. Charlie and the others that have received the coins and submitted for gradeing have started the clock ticking. The true first order and first out are being screwed. This matter also would not be so frustrating had this initial handful not gone out and the First Strike deadline was in April... being the main release will be March.
BTW, I am not a "First Strike" fan, I do not own a First Strike labeled coin, But I did want mine to be First Strike this time.
Well maybe those astute collectors could just take a gold magic marker and write "FIRST STRIKE" on their holders and draw on a cute little American flag? Wouldn't that make their UHR's worth at least a little bit more??
mbogoman
https://pcgs.com/setregistry/collectors-showcase/classic-issues-colonials-through-1964/zambezi-collection-trade-dollars/7345Asesabi Lutho
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
Of course if the price of gold keeps soaring, it would be stupid for any of the FirstPeople to cancel their orders even if their original intent was just to get a First Strike and flip. (Honestly, I don't feel sorry though for anyone who was just getting this coin to flip in the first place.)
<< <i>
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
Of course if the price of gold keeps soaring, it would be stupid for any of the FirstPeople to cancel their orders even if their original intent was just to get a First Strike and flip. (Honestly, I don't feel sorry though for anyone who was just getting this coin to flip in the first place.) >>
By the way, did the UHR price up another $50 today as was expected?
<< <i>By the way, did the UHR price up another $50 today as was expected? >>
No
<< <i>Didn't the mint clearly state at the time of order that it may take months to fulfill the UHR orders? If so, then 2/20/09 is not the ship date. I still think it will be March before these go out the door.
Charlie may have only one of a handful of PCGS first strike coins as the others won't be eligible. As such, once the First Strike deadline comes and goes, the mint will have plenty of cancelled orders on-hand to fulfill current orders. >>
The Mint has sent me a personal email stating my ship date is 2/18/09. Clearly stated.
PCGS knows of the current debacle going on with shipping from the USM.....
Understandably, it is not their problem......but nevertheless, they are aware of it........
As the premier grading company, knowing of this problem, and IMO not wanting to "create" an "artificial" rarity in FS graded coins of this type due to a USM blunder......
They should suspend the end date of FS eligible coins until a "confirmed, substantial" first shipment of coins is shipped from the USM distribution center.....
RE: the UHR:
They told me the pick story again, but this time they said a "backorder card was created today" showing a ship date of Mar 6th, "but it might go out tomorrow but the backorder e-mail should have gone out today showing Mar 6."
Unfortunately for the rep, I checked my e-mail and that is for an entirely different product on the order than the UHR. And I can't even see into the "order system!"
PBGS is so so so lost.
Got the rep to admit they work for Pitney-Bowes, too.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
huge .pdf containing Treasury organization chart on pdf page 333 {right click on chart and select "rotate clockwise"}
note at the bottom of the chart, it says "unless otherwise noted, all bureaus report to the deputy secretary of the secretary." The line from the "US Mint" connects up to the line towards the "Secretary/Deputy Secretary" box at the very top. Beside that box is the "Treasury's Office of Inspector General" reporting to them, too.
On .pdf page 13/report page 12 is the Mint's org. chart & Note that the sales & marketing office reports to the Mint Director/Deputy Director's office.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
Translation: We have the phone numbers of some high fire power government officials' offices.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
The Mint Director's Office reports to the Deputy Secretary of the Secretary of the Treasury.... The Secretary of the Treasury is Tim Geithner, who just replaced Henry Paulson. These are the guys on the news talking about all the reason why the Fed Reserve, Treasury and America are in deep and why some of us are buying gold bullion!
Think about it.... The Mint Director's office is 2 steps away from the very top! And the office's number and the sales/marketing office under the director are online.
The Treasury's Inspector General's Office reports to the #1 Top or #2 Deputy Secretary, and someone in that office asked me to send them my tales of woe.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
If you are going to complain to anyone, please make it these guys.
contact with serious issues, not individual order problems. remember: "major system failures." These are the top dogs running the mint. the inspector general's office cares about "waaste, fraud, abuse" not one order.
<< <i>not wanting to "create" an "artificial" rarity in FS graded coins of this type due to a USM blunder...... >>
How many first strikes should there be?
To support LordM's European Trip, click here!
<< <i>Would we get an email, similar to the backorder emails, saying that the coin has been shipped? >>
my past experience haws been the e-mail comes in the evening of the next day after shipping.
but with this new contractor, who knows how it will work and "Your Mileage My Vary" as always.
<< <i>Would we get an email, similar to the backorder emails, saying that the coin has been shipped? >>
I got this last night:
We shipped the items listed below today.
Thank you for shopping at the United States Mint Online
Catalog; we hope you'll visit again soon.
Track your order at http://catalog.usmint.gov
Questions about returns or cancellations?
Please visit http://catalog.usmint.gov
Thanks again for shopping with the U.S. Mint.
Electronic gift certificates are now available!
Order #: 30968*** - 1 Order Date: 2/12/09
Sold To: Me
Ship To: Me
Date Shipped: 2/19/09
Amount Charged : 144.75
Tracking ID
631857*****
29567516******
91029010*************
Items included in this shipment:
1. 2009 LINCOLN UNC SILVER DLR (LN8) Qty : 2
2. 2009 LINCOLN PROOF SILVER DLR (LN7) Qty : 2
This is a system generated e-mail. Please do not reply.
If you have questions, please visit the Help page at
http://catalog.usmint.gov or call us at 1-800-USA-MINT.
They keep telling me that it is Apr 1 !!!
now yours are shipped!!!!
ohhhhhh... time for another call!
After complaining about others receiving theirs but mine isn't slated to ship until Apr 1, I was just told that my credit card was put through and maybe monday they will ship and I'll have a tracking number.
and my CC co just confirmed a new pending charge in the proper amount.
an action actually taken!
OMG.
There is hope in the face of no hope!
<< <i>Keep in mind that yesterday a rep told me in no uncertain terms that there were no Lincoln's in stock and wouldn't be until April 1. >>
Are you on a first name basis with some of the folks at "The Mint"?
Thanks for all your efforts...I hope they pay off somewhere down the line.
interesting....
any others in same boat???
<< <i>SEE THE FIRST NGC UHR MS69 ON EBAY. EBAY # 150327771708 >>
Wonder if he'll get the 3K BIN? For just a 69 - an NGC 69. Wonder what that 70 PCGS would go for.
<< <i>
<< <i>SEE THE FIRST NGC UHR MS69 ON EBAY. EBAY # 150327771708 >>
Wonder if he'll get the 3K BIN? For just a 69 - an NGC 69. Wonder what that 70 PCGS would go for. >>
Link Ebay 150327771708
Great point. If a NGC 69 gets that a PCGS 70 will be a knockout.
<< <i>Great point. If a NGC 69 gets that a PCGS 70 will be a knockout. >>
Soon there will be many 1000's of them.
<< <i>The ngc on ebay looks like the picture is a photoshop job form their website.
You are right, the lighting, the shadows, the light refraction in the plastic edge... All identical.
Need to ask the seller for a reverse photo
<< <i>
<< <i>The ngc on ebay looks like the picture is a photoshop job form their website.
>>
You are right, the lighting, the shadows, the light refraction in the plastic edge... All identical.
Need to ask the seller for a reverse photo
compare the bar codes.... look the same to me.
get the NGC number.
although they could just be using their picture out of convenience.
I just spoke to a rep at the Mint who said my coin was set to ship today...
...so far my card has not been hit...
...we shall see.
>>>My Collection
PBGS home page
Fulfillment, Distribution and Management
and
Their Fulfillment Brocure
which doesn't seem so different from
The "PBGS" Brochure
a file so nice, they named it twice....
"What’s behind every
great performance?"
someone else?
Expertise.
Skill.
Discipline,
to name just a few.
I was right!
<< <i>30830XXX / Order Time = 1/22 12:40PM
I just spoke to a rep at the Mint who said my coin was set to ship today...
...so far my card has not been hit...
...we shall see. >>
My order was accepted at 12:08 and they're still telling me a 2/21 ship date?? No hit on the card yet either... so much for the FIFO policy
Status: Received
<< <i>When I call to check I just get "we are unable to answer your call at this time". >>
Maybe they are getting NATIONALIZED???
Oh wait! They already are!