A PCGS submission question, actually three.
keets
Posts: 25,351 ✭✭✭✭✭
1.) Why does it take so long from the time of delivery to PCGS till an order is entered into the system, starting the clock??
2.) Is this a problem encountered by others or just an isolated instance??
3.) If this is an isolated instance, why does it happen on virtually every order I submit??
The reason I ask is because yet again I have a package which the PO shows as delivered(picked up by customer) and we are on day three with nothing showing and the clock not yet running. I am not so impatient or consider myself very important but it can be frustrating when the same delay keeps happening. The last one was two months for a fix on an internal PCGS error --- putting the coins in the wrong holder type and not TV'ing --- and they never even gave me a credit for the return shipping.
Enough is enough.
Al H.
Comments
Tom
@PCGSCSManager Can you provide any insight?
Well, it does buy time for PCGS in processing an order, it may keep the turnaround times down which is good for the company. But that said, I have no idea...
Let me take a guess. You are one of those "squeaky-wheel" customers that they wish to discourage from using their service.
I'll bet the simple reason is volume of submissions. Even at the smaller grading services where I've worked it occasionally took 2-3 days to input all the coins. Monday is the worse and Monday after a big show is really the worse. PCGS is not a small TPGS. Additionally, it takes more work than you know to get coins ready for the grading room.
Another possibility, is that taking care of "big" customers may come first. Also, when the mint releases a new issue, they may take priority in order to get them out into the market. Was something just released?
Well, it does buy time for PCGS in processing an order
I don't think it's too much to ask for a simple "Order received, in processing" e-mail, is it?? as the system is now configured the PO says PCGS has it and PCGS says they don't by nature of my account page. it is no small thing, theft in transit happens although not as often as in the past. just ask Mark about that and realize that the sooner we are aware of something the better.
just to be clearer, someone has "MY" coins and I don't think it's too much to know who.
it takes that long for me too. remember, pcgs has to have their video crew there to witness and film the opening of box and contents
My guess: the answer lies with all the bean counters and the metrics - average processing time et al. Can’t time something when the clock isn’t running.
@coinpalice said: "it takes that long for me too. remember, pcgs has to have their video crew there to witness and film the opening of box and contents."
Video Crew? More likely camera's monitoring the workplace, right?
no, they actually have a camera crew there as the box is opened, and the contents are counted and noted in front of 3 witnesses
Mr. Keets, until PCGS came along in 1986, NO TPGS notified customers that their coins were received. The only way to get that info was to use a return receipt or make a phone call. We are spoiled today!
Joke or not, at the moment, I don't believe you. Additionally, If what you posted twice is not true, IMO a PCGS Mod should straighten you out - pronto!
pcgs mod will say the same thing
Guess maybe it's appropriate to ask, "What constitutes a long time between receipt and data entry?"
Mine have always been done in 2 or 3 days, which I don't consider excessive. But if yours are taking 7 or 10 days, then I'm with you....
Would definitely be nice to get a "hey just a heads up your package is with us we'll update you later" message like you get with GC or CAC right away.
Also a few things have changed since 1986 @Insider2 I was only 1 year old then!
Very interesting. Several receiving stations, a crew filming at each one.
Care to tell us how you learned this goes on? PCGS video? You work there? You have been inside the receiving dept. at PCGS. If true, I can see why it takes so long to open a package of coins.
@PhilLynott said: "Also a few things have changed since 1986 @Insider2."
I'm glad you understood the point I made. Things changed for all of us in 1986!
I can't speak for PCGS as I've never sent in a coin to be graded there, but I've sent in over 1,000 baseball cards to PSA and it's the same thing. Sometimes I would have my item(s) logged in within 2 days of receipt and sometimes it could take 2-3 weeks.
@keets With PSA we are told to mark the service level outside the box to speed up processing. Is the same done with PCGS and if so did you do that?
Donato
Donato's Complete US Type Set ---- Donato's Dansco 7070 Modified Type Set ---- Donato's Basic U.S. Coin Design Set
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I don't understand how it can take months from start to finish when the actual grading takes all of 6 seconds according to some. lol
The whole worlds off its rocker, buy Gold™.
BOOMIN!™
Wooooha! Did someone just say it's officially "TACO™" Tuesday????
Beacuse there are 10,000 submissions ahead of you,,,,,
Relevant to Keets' comment, I sent 4 submissions (multiple coins in each) to PCGS on Monday and they arrived on Tuesday afternoon (USPS acknowledged pick-up). On Tuesday afternoon, nothing showed under my orders and nothing showed as pending. On Wednesday afternoon, the 4 submissions showed as pending. This morning only 1 showed as pending and the other 3 disappeared. This evening nothing shows as pending, and nothing show in my Orders and there is no acknowledgment of receipt. I am not really complaining, and I am not worried, but it is odd.
And yes, I am one of those guys who checks his orders repeatedly.
Edited to add....and, minutes after posting the above, I did receive an acknowledgment of receipt by PCGS via email, so thanks PCGS.
Tom
I don't know the answers, but here is what I think the answers "oughta be" from a customer perspective (which is where I think Keets is coming from).
1) One business day from receipt.
2) Happens to many but it should happen to none
3) Can't answer that one Al, what did you do to deserve special treatment?
Bottom line, world class companies do everything they can to make their customers happy. PCGS is good, but not world class IMHO. Sorry to be so blunt, but someone has to speak up. I am hoping for improvement. It is not good enough to be a little better than NGC.
Perhaps if we had a clue how their systems worked, we might understand the grading process a bit better. I remind everyone that this is not 1986 when the internet was just starting, archaic cell phones, few had computers, no smartphones. This is 2018 where almost everything is instantaneous so systems need to keep up.
“In matters of style, swim with the current; in matters of principle, stand like a rock." - Thomas Jefferson
My digital cameo album 1950-64 Cameos - take a look!
On the back of the submission form is this: What it means I have not a clue. I am assuming if my package says Economy, then its the last to be logged in the stack while 3 day, regular, etc., are posted ahead of mine
Well maybe they should hire some additional 6 second sticker lickers then.
The whole worlds off its rocker, buy Gold™.
BOOMIN!™
Wooooha! Did someone just say it's officially "TACO™" Tuesday????
In the past my submissions were entered into the system within 2-3 days after they signed for the coins. The last 2 times I have had submissions they have taken a week to get entered into the system. On a positive note I have always gotten my coins back much quicker than the estimated turn around times (except on cross overs)
I LOVE MY PCGS!
My last express order was delivered on Sat, showed as pending on Mon or Tues and was fully checked in on Wed.
Here is a 'realtime' picture of the PCGS receiving dept. Can you spot your package?
I know it seems like a simple process to open a box and enter the details of the order, but to be fair they probably get packages dropped off in very large numbers at one time.
I prefer to go to the show and get show service.
NGC has a U.S. Post Office inside their building. I saw one of the clerks who worked there at a coin show and he had just retired. I wonder about the PCGS operation.
@Keets..... as far as number 3 goes... Well... they always liked me more than you....
Cheers, RickO
I know it seems like a simple process to open a box and enter the details of the order
what IS a simple process is to acknowledge that they have "received your package, details forthcoming" in an e-mail. as they now operate, a package is delivered/picked up and then held in limbo until opened, whenever that may be. I am on day four.
I'm 10 minutes from their offices and we drop packages off, have them signed and taken from the customer service lobby.
It's not unusual to drop off on a Tuesday and not have them entered into their system until Friday. No mailing, no one has to open a package, etc. I have no idea why this takes so long...anyone here at PCGS have an answer?
Well my first PCGS submission came back way quicker than I expected. In fact, I dropped off coins the same day at PCGS and NGC at long beach. I have not got that order back nor the grades from NGC. I had mechanical mistakes on 3 of my PCGS coins and sent them back for free. Those coins are on their way back now. PCGS is way quicker than NGC for major mint error coins.
i wonder if their concern is that by acknowledging the package, they acknowledge receipt of the contents. You can prove receipt by getting signature confirmation from USPS or others, as most people do. But I guess to confirm and then acknowledge and log in the actual coins takes time. I, too, have noticed that they are better at meeting their anticipated turnaround times as measured from the date of acknowledged receipt.
Tom
I submitted my order online, so it did show as pending a day or two before the actual details showed up.
They also sent an email at the time it was pending or when the details showed up, but I can't seem to find it so I can't confirm at what step the email showed up.
Maybe @MarkStephenson could chime in on the process and timeline?
Given the picture above, if that actually IS one from PCGS, then it can be understandable, given what is likely limited, trusted, resources, the delay in getting some packages entered in immediately.
Volume, vacations/sick days can definitely impact things.
Overall, while I saw the time go from "day of receipt" to "couple days after it was picked up from USPS", it never really bothered me that much. If I trust in PCGS to grade things accurately, and trust them with my coins, then another couple of days (I knew it was picked up by a PCGS representative because I had that much from USPS) was not a big deal.
I've been told I tolerate fools poorly...that may explain things if I have a problem with you. Current ebay items - Nothing at the moment
@Bochiman
The picture is fake news, just trying to add a little humor
Company A has published that Service X takes 10 days. That's 10 WORKING DAYS. Perhaps, the clock does not start running until the package is opened and the sender notified rather than the date it was signed for.
my order has posted so it apparently takes 3+ days to get into the system.
Depending on various factors, it can take up to a few days to enter your submissions after we receive your package (or your drop-off, @cnncoins ). The goal is to do that inputting the business day following receipt. If there's a delay beyond that, factors are mainly related to whether or not we were just grading at a show (or are currently grading at a show), and whether or not we have a fully staffed receiving department or if anyone is on vacation, out sick, personal time off, etc. One thing that is NOT a factor? U.S. Mint releases. Modern volume submissions do not go through our "regular" operational line. There is a bulk operational line that handles opening/inputting/processing/grading those submissions.
They can't get your email address to notify you until they open the package. Tracking should say if it's been picked up.
Do you write "really slow" on the outside of the package for the service level requested?
Mark, thank for the courtesy of a reply, it helps somewhat to know what the flow is and other factors involved in receiving our packages.
It's really easy for the processing department to look like a UPS facility. The difference is UPS gets your package through their process in a couple hours. PCGS "might" get it into the system this month.......
I love our host and support PCGS every way I can. But I find the front-end processing of submission packages totally unacceptable.
PCGS needs to significantly improve this. There is no excuse for taking days to acknowledge receipt. It should be done the same day, if not within hours.
Sure, employees get sick or take time off. Shows get in the way. Take that into consideration when staffing and building workflow. That's business!
Acknowledging and documenting receipt of packages to PCGS...often of high value shipped by nervous collectors concerned about safety...should be paramount.
Can you imagine Amazon succeeding with this kind responsiveness?
Again, I am a huge fan and I send PCGS all my grading business. But I rate PCGS one star of five for front end handling.
Lance.
Personally I send all my coins by USPS Express signature requested...if I want to see that the package was delivered I just check the USPS web site...how much easier does it get?
When people rush they make mistakes...which often takes 5x as much time to fix...how about this nice new 56-S from the SSCA #2? If you look closely the COIN is really a 57-S....
You want faster...this is what you'll get...
Not sure if this helps, but when you go in to look at your orders there is a spot to check "Pending Orders"; clicking on it at least shows your package delivered and in que to be input (Prepped Date").
USPS showed it delivered 04/16.
Jack
This:
I sent in an order, usps shows delivered @7:06 am on Tuesday 4/10. Did not pop up on pcgs as prepped until Monday 4/16 evening. Box marked Regular. Why so long?
So a couple grand worth of stuff completely off the radar for almost a week...not cool!
It's not gonna send me ATS, but some improvement could be done in this part of the process.
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It's not gonna send me ATS, but some improvement could be done in this part of the process.
this is part of the problem: PCGS offers a product/service, a very good product/service, which is unique. it is acknowledged as such throughout the Hobby. if they have a problem such as this there is little recourse for a buyer of that product/service.
if I'm looking to buy some Levi's and don't like the service at a certain business I can go elsewhere and get the same product at a competitive price. if I'm looking to buy an F-150 and get jerked around by a salesman or dealership, same answer, I just go somewhere else and get the same thing. I/we can't do that with a PCGS graded coin. I don't see NGC/ANACS/ICG/anyone else as a viable option.
seen through that prism I can only hope that management at PCGS realizes this is a problem and does something to fix it. really, it shouldn't be that difficult.
Last week must have been a very busy week at PCGS; my submission was received and added to pending orders with the "Prepped Date" of Monday 04/16 and is still showing pending this afternoon.
I have another submission that reached the Newport Beach PO this morning a little before noon. I wonder when it will be picked up?? strangely with the PO, anything I send on any day always seems to arrive in Newport Beach on a Monday or Friday.