Incredibly frustrated with PCGS
In the Spring of this year, I sent a package to PCGS with three orders. It was entered on 24 April.
The Walk Through went through in a week. A little slow, but acceptable.
The World Economy sat for 162 days (111 business days) before being returned. And the fee calculation was wrong.
The US Special Issues (all US Mint medals, so not that difficult) is STILL at PCGS after 202 days (137 business days) and counting.
This last order was in grading for several months and has been in encapsulation for about 1.5 months.
PCGS Customer Service gives me lip service, but no ACTUAL help. Nothing they say happens.
Between the billing errors, the extreme delays, and lousy customer service, this is literally insane.
How can a company be run like this?
Comments
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Dang…that’s insane. I haven’t had an experience even remotely like that.
I'm BACK!!! Used to be Billet7 on the old forum.
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@Pruebas Is there anything really rare or any varieties being attributed that could possibly be a cause? Like maybe their guy who attributes whatever you have and comes in 1-2 times a year is overdue for a visit?
Sorry to hear your order is taking forever! Here’s to hoping it pops through soon for you.
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I think those who now own PCGS realize it is the 800-lb gorilla in the room and, therefore, they can do what they want in terms of staffing levels and customer service since folks will keep coming back regardless.
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@TomB said:
I think those who now own PCGS realize it is the 800-lb gorilla in the room and, therefore, they can do what they want in terms of staffing levels and customer service since folks will keep coming back regardless.Nat Turner and that group only care about PSA. PCGS will be a grape left on the vine as along as sports cards thrive.
NGC has devolved at an equally faced pace so the competitive balance remains intact.
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That's unacceptable. The company should take a hard look at their corporate culture and the mission / vision for the organization as they are not living up to it.
Collectors Universe Inc. (the parent of PCGS and PSA):
Mission:
“To provide protection, liquidity and education through industry leading collectibles authentication and grading services.”
Vision:
“To lead the global expansion of the collectibles market by delivering an unequaled customer experience through industry expertise and technological innovation.”
I guess unequaled can be unequally bad, but I doubt that was the spirit.
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@TomB said:
I think those who now own PCGS realize it is the 800-lb gorilla in the room and, therefore, they can do what they want in terms of staffing levels and customer service since folks will keep coming back regardless.This is exactly right. To paraphrase myself from another thread, unfortunately, given the unflagging demand for their services, I don't see PCGS having the desire to spend additional money on any non-revenue producing services.
Sorry @pruebas , I know how frustrating that is. Hope it gets resolved soon!
chopmarkedtradedollars.com
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@Boosibri said:
Nat Turner and that group only care about PSA. PCGS will be a grape left on the vine as along as sports cards thrive.
Cards and some other collectibles are doing well again, but it's not exactly like the coin market is lagging so badly as to be ignored...
These delays have clearly been a problem off and on the past few years, though I think the more esoteric material I'm sure pruebas submitted is likely playing a role here beyond the norm (though 7 months is ridiculous).
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Maybe PCGS is out of plastic to encapsulate your coin. They might be waiting for the material for the holder ( My guess only). It happened to me once they return them to me as no service but I know they grade those coins. When I sent them in second time they grade them. However, they should have communicate with you no mater what since it is very long time wait.
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@jt88 said: However, they should have communicate with you no mater what since it is very long time wait.
I think you hit the nail on the head. Whatever the issue is, there is no excuse for not communicating on a regular and meaningful basis.
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@realeswatcher said:
@Boosibri said:
Nat Turner and that group only care about PSA. PCGS will be a grape left on the vine as along as sports cards thrive.
These delays have clearly been a problem off and on the past few years, though I think the more esoteric material I'm sure pruebas submitted is likely playing a role here beyond the norm (though 7 months is ridiculous).
You know me too well! The group that’s still at PCGS are US Mint medals, but there are a few off-metal and other weird things there. But as you said, 7 months??!!
@jt88 said:
Maybe PCGS is out of plastic to encapsulate your coin. They might be waiting for the material for the holder ( My guess only). It happened to me once they return them to me as no service but I know they grade those coins. When I sent them in second time they grade them. However, they should have communicate with you no mater what since it is very long time wait.I never thought about this possibility, but for most of the wait time, the order was in grading. It’s “only” been in encapsulation for 1.5 months.
Of course, if they’ve run out of holders, they have much bigger problems than my order.
@TomB said:
I think those who now own PCGS realize it is the 800-lb gorilla in the room and, therefore, they can do what they want in terms of staffing levels and customer service since folks will keep coming back regardless.Yes, this is probably the root of the problem. Like Lily Tomlin used to say in her comedic skit, “We don’t care. We don’t have to. We’re the phone company.”
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Until CAC starts encapsulating world coins...
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So after 146 business days (215 actual days), the coins were shipped back to me.
And of course, PCGS made multiple attribution mistakes. These are US medals, not even difficult!Separately, they overcharged me on a prior order and after over 2 months after they agreed to refund me the overcharged amount, it still has not appeared.
I have filed a credit card chargeback today. Will let you all know how it goes.
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I have filed a credit card chargeback today. Will let you all know how it goes.
Well, I guess that is your last direct submission to PCGS!
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@TomB said:
I have filed a credit card chargeback today. Will let you all know how it goes.Well, I guess that is your last direct submission to PCGS!
I would think PCGS should just do the right thing and we both move on. Neither side wants to lose the business relationship. But it needs to be fair to both sides.
I’ve been more than fair waiting over 2 months (longer than the stated time) and reaching out to CS on multiple occasions, but enough is enough.
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CACG already has a list of world coins they will certify. It can be found on their site.
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@xCandia said:
Until CAC starts encapsulating world coins...
Do you know anything perhaps about that? I am collectors overseas (Europe) and CAC in one of the only TPG companies that I found good.
CAC encapsulates modern coins like Libertads, commemoratives, etc. But likely at some point they will expand, and other services will feel pressure. I am really sure they are feeling it in the US coin market.
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Hi @pruebas thank you for bringing all of this to our attention. I have reached out to our customer care team and will be investigating what went wrong through this process. I'm on the case!
Heather Boyd
PCGS Senior Director of Marketing9
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