Useful suggestions for PCGS customer service
badboy
Posts: 26
I know I am a new poster, but I tried my best to go through customer service without much help, maybe someone at PCGS can at lease evaluate these issues. I am not
a small submitter I have spent many thousands of dollars with PCGS.
1) Mechanical errors should not have to wait 1 month to fix. I paid $65 plus shipping for the 5 day service. Now I have to return the product and wait another month.
I would think a error on your part should be expeditited. Customer should recieve a free voucher for each mistake automatically at the same level they paid for originally.
2) 5 day service should be 5 days not 8, 9 or longer. It should not be my fault that your graders are at a show. I paid for 5 days how about doing your part?
if not another free voucher.
3) Allow your customer reps to estimate when finished product should be avialable. Last thing a customer wants to hear is "I can't tell you" when it will be done.
Hope I don't get banned but I did try customer service first with very little help.
a small submitter I have spent many thousands of dollars with PCGS.
1) Mechanical errors should not have to wait 1 month to fix. I paid $65 plus shipping for the 5 day service. Now I have to return the product and wait another month.
I would think a error on your part should be expeditited. Customer should recieve a free voucher for each mistake automatically at the same level they paid for originally.
2) 5 day service should be 5 days not 8, 9 or longer. It should not be my fault that your graders are at a show. I paid for 5 days how about doing your part?
if not another free voucher.
3) Allow your customer reps to estimate when finished product should be avialable. Last thing a customer wants to hear is "I can't tell you" when it will be done.
Hope I don't get banned but I did try customer service first with very little help.
0
Comments
Psssstt - Might want to turn on your PM function just in case one of the higher ups would like to talk to you privately about the matter.
1) I agree that fixes for PCGS' errors should be expedited.
2) The 5 day service is not intended to be a hard 5 days. Usually it is, but you can check the show schedule yourself and see when the 5 day service is likely to be delayed.
3) I think many times the real answer is that they do not know. Should they fabricate a date? I do agree that they could offer a reason why a submission is delayed.
My experience with cutomer service was better 2-3 years ago, in fact much better. In the old days we would get 1 free submission for each day the
order was late. At least if it was late you were still happy. 2-3 years ago the rep. could tell you what "stage" your order was in,
therefore you could have a better idea of completion time. Now they can't tell you even what stage it is in. Maybe it is me but if I pay out $300+ for
for 4 coins to be graded in 5 days I would like to see 5 maybe 6 business days max. Not 8 or 9 business days.
I kinda wish they'd do this grading voucher thing too but then I also wish that when my mechanic says the car will be ready on Tuesday and I don't get it until Thursday that he'd give me a voucher for a "free" same level repair!
The name is LEE!
Third party grading companies - any and all of them - qualify on neither account.
Check out my current listings: https://ebay.com/sch/khunt/m.html?_ipg=200&_sop=12&_rdc=1
Had I looked before I would not have to had bother them.
I'm jus sayin.
Regards, Larry
<< <i>In my experience, mature companies in large markets can offer what you are asking for.
Third party grading companies - any and all of them - qualify on neither account. >>
I think they do qualify,an international company that is publically traded, I would think meets your definition? no
5 day turn around for 5 day submissions.
mechanical errors fixed in a timely fashion (certainly not at the customers cost) (not 1 month)
Some type of estimate as to completion time when you call customer service ( this is minor)
If you look on the website the turnaround times are business days, from when the coins enter into their system, 5 business days can very well be up to 9 calendar days.
In my experience, only once have they really dragged their butts on a submission of mine, it was a crossover, but who cares... 3 crossed at grade, 1 went from NGC45 to PCGS40 and one CBH went from ANACS50 to PCGS55 so I was tickled pink.
<< <i>
Psssstt - Might want to turn on your PM function just in case one of the higher ups would like to talk to you privately about the matter. >>
...or give him the bird.
...just curious, is it possible the delivery guys are at fault? (post office)
<< <i>Ryk
My experience with cutomer service was better 2-3 years ago, in fact much better. In the old days we would get 1 free submission for each day the
order was late. At least if it was late you were still happy. 2-3 years ago the rep. could tell you what "stage" your order was in,
therefore you could have a better idea of completion time. Now they can't tell you even what stage it is in. Maybe it is me but if I pay out $300+ for
for 4 coins to be graded in 5 days I would like to see 5 maybe 6 business days max. Not 8 or 9 business days. >>
2-3 years ago do you remember when some Economy orders were taking in upwards of three months to finish?
I do agree about the "stage" details, but in the past there was also the issue of blackout dates. I still recall conversations with PCGS when 30 days was only counted as 12 or so business days. At least now there isn't the subjectivity of whether a day is a blackout day or not.
Authorized dealer for PCGS, PCGS Currency, NGC, NCS, PMG, CAC. Member of the PNG, ANA. Member dealer of CoinPlex and CCE/FACTS as "CH5"