Why is PCGS Customer Service so unresponsive?

georgiacop50 · July 23, 2016 3:29AM

I have sent this message twice now to info@pcgs and get no reply. What gives?

"To

Pcgs Info

Message body

Hi,

I have a bunch of inserts from crack outs I would like to have removed from the pop reports. Years ago they were to be mailed to a specific individual at PCGS....is that still the case? Just put them in a baggie labeled with my CC account number and mail them ?"

jdimmick · July 23, 2016 3:35AM

While back , I just put them in a envelope and mailed them to the general mail box, mainly did it for pop report accuracy. They actually mailed me back a check

TwoSides2aCoin · July 23, 2016 3:57AM

They're lovely , on the phone.

keets · July 23, 2016 4:22AM

yeah, call them, they have always answered the phone and been courteous and helpful with me.

AUandAG · July 23, 2016 4:37AM

They are unresponsive to emails because they have a free 800 telephone number and prefer to actually

talk to people.

bob

keets · July 23, 2016 8:34AM

the only time I have e-mailed PCGS is when I was following instructions that had been e-mailed to me about a submission, and that e-mail was directed at a specific person. I would suppose that sending something to a generic address such as info@pcgs.com might be overlooked or ignored. maybe the best bet is to call and get the proper person's e-mail address followed by the message to that person. there's probably a 100% chance of a reply.

uofa1285 · July 23, 2016 8:46AM

They answer my emails promptly recently. thanks

oih82w8 · July 23, 2016 9:01AM

My last couple of emails have gone unresponsive for over a week now. Phone calls usually get (some sort of) an answer.

BStrauss3 · July 23, 2016 10:28AM

Maybe they have a new spam filter that's eating the email.

abcde12345 · July 23, 2016 11:37AM

Calling them drone monkeys probably doesn't help.

jcping · July 23, 2016 5:41PM

PCGS set registry team always answered my email within a day. They are very responsive

georgiacop50 · July 23, 2016 11:45PM

I agree, phone calls to them are quicker and they are usually quite nice.

But the other half of my lament is that all too often the answers I have gotten over the phone (and there have been maybe ten or so in the last 30 yrs) have been just plain incorrect.

So I prefer to get my answers "in writing" so that should something go awry, I will have some recourse.

lcoopie · July 23, 2016 11:57PM

nice of you to get pop data corrected

ricko · July 24, 2016 12:14AM

I have always preferred the direct contact via telephone...and always had good response. Cheers, RickO

TigersFan2 · July 24, 2016 12:20AM

They've always promptly answered my emails.

RYK · July 24, 2016 1:17AM

For customer service, generally speaking and based on my experience across various retail and service businesses, email is usually the least productive way to get an answer or resolution.

oih82w8 · July 24, 2016 2:22AM

Originally posted by: georgiacop50

I agree, phone calls to them are quicker and they are usually quite nice.

But the other half of my lament is that all too often the answers I have gotten over the phone (and there have been maybe ten or so in the last 30 yrs) have been just plain incorrect.

So I prefer to get my answers "in writing" so that should something go awry, I will have some recourse.

This sounds all too familiar.

3keepSECRETif2rDEAD · July 24, 2016 2:28AM

Originally posted by: oih82w8

Originally posted by: georgiacop50
I agree, phone calls to them are quicker and they are usually quite nice.

But the other half of my lament is that all too often the answers I have gotten over the phone (and there have been maybe ten or so in the last 30 yrs) have been just plain incorrect.

So I prefer to get my answers "in writing" so that should something go awry, I will have some recourse.

This sounds all too familiar.

...this doesn't mean that you two are related also does it?

Nic · July 24, 2016 4:26AM

Never had a problem or delay.

ms70 · July 24, 2016 4:49AM

It's hit and miss. Sometimes you get a courteous, knowledgeable, professional by e-mail or phone. Sometimes you get..... someone else.

Unknown · August 24, 2016 7:35AM

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Stooge · August 24, 2016 8:15AM

I ran into something along the same lines as you and if I remember correctly (Could be wrong) is that info@PCGS.com is an outgoing Email address only. It is for sending out information and cannot receive Emails.

Your best bet would be to try Cosetta's Email or one of the other PCGS Email addys.

3keepSECRETif2rDEAD · August 24, 2016 8:22AM

Originally posted by: Thor11
you can not bring disgrace to PCGS on their own site : did not Mr. Hall his self tell you not to post images of their " mistakes " here ? Did he not ban you from this site under a different user name ?
My father , PawPaul, has been kicked off this site no less then 6 different times . I , as his son , should not be punished for his sins . But you need to respect PcGs ...o.k ?

Unknown · August 24, 2016 8:43AM

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oih82w8 · August 24, 2016 8:44AM

It is nice to get a reply in writing versus a "miscommunication" over the phone.

The info@pcgs.com IS the linked address at the bottom of virtually every page "contact us".

Goldbully · August 24, 2016 8:46AM

Young Thor11 makes sense to me.

coindeuce · August 24, 2016 11:52AM

I sent a mechanical error submission request to info@pcgs.com on Monday afternoon. On Tuesday morning I had a reply with full instructions on how to proceed, as well as a printable FedEx shipping label. Easy peasy.

Justacommeman · August 24, 2016 12:35PM

I just received a PCGS golf shirt. It had a hole it. I emailed them and the next day bam...... A reply and a new shirt in the mail.

mark

SetRegistryManager · August 26, 2016 3:58AM

Originally posted by: georgiacop50
I have sent this message twice now to info@pcgs and get no reply. What gives?

"To
Pcgs Info
Message body
Hi,
I have a bunch of inserts from crack outs I would like to have removed from the pop reports. Years ago they were to be mailed to a specific individual at PCGS....is that still the case? Just put them in a baggie labeled with my CC account number and mail them ?"

georgiacop50,

I apologize if you have not received a prompt reply from our Customer Service Staff. We reply to emails as quickly as we can, however as other posters have stated, we maintain a call center, as well. While we would like to respond to each email immediately, some of our responses are delayed based on research into the specific issue addressed in the email or we are currently assisting other customers and have not been able to reply to the email yet. Our goal is to reply to each email received within 24-48 hours.

I did search our info@PCGS.com inbox and I did not see the email you were referring to, if you would like to email me directly at my email address I can help you with anything you need.

As to the inserts removed from the PCGS holders, please send them in an envelope to PCGS PO BOX 9458 Newport Beach, CA 92658. In the envelope, please list your name, customer number (if applicable) and the number of inserts you are returning. We will remove the inserts from the population, if you have a PCGS account you will also receive a $0.50 credit per insert returned.

Again, I apologize if our Customer Service Staff have not responded as quickly as we should have, we do our best to help each and every one of our customers as promptly and efficiently as possible.

georgiacop50 · August 26, 2016 7:32AM

Thanks David! Mailed 'em out a cpl days ago.

BryceM · August 26, 2016 9:21AM

Originally posted by: Justacommeman

I just received a PCGS golf shirt. It had a hole it. I emailed them and the next day bam...... A reply and a new shirt in the mail.

mark

Mine came with several holes in it. One for the head, two for the arms........

ghigh · August 26, 2016 9:22AM

It probably depends on who's responsible for reading that particular email. Some people simply suck at their jobs. Give them a call, it might work better.

Why is PCGS Customer Service so unresponsive?

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