Customer Disservice
coindeuce
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Been a long time customer, but not a fan of venture capital ownership. When I call for customer service, I don’t expect an outgoing message to the effect that “due to high volume of calls, you may be placed on a call back list” . “Our call back list is filled for the day.”
“Please call again tomorrow”. 😡
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Would you prefer to be placed and perpetual hold?
What is PCGS to do with unexpected high volume of incoming calls?
And, before you state, "hire more phone operators" keep in mind the issue you came upon probably isn't a constant.
Answering phone calls is a lost skill among young people, and “phone operators” are extinct.
30+ years coin shop experience (ret.) Coins, bullion, currency, scrap & interesting folks. Loved every minute!
When I call the cable and phone services its all ai c***Ola. Im not a buyer 👎
Once the customer service department is fully staffed by AI-powered voice bots, they will answer your call immediately.
Nothing is as expensive as free money.
Poor management. Many calls are the result of other issues, such as poor website design or operational deficiencies, which can cause unforeseen increases in call volume. Good software can route calls properly, and often answer questions without AI or human intervention. Proper allocation and utilization of resources and backup planning can obviate spikes and poor service. Good planning can foresee problems and provide solutions before they occur. There are no excuses for poor management.
I’ve seen enough similar complaints to give the impression that the issue might be something other than unexpected high volume of incoming calls.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
Agree. Staffing for and handling calls, even when calls vary in number, is not rocket science. Poor call handling might stem from inept management, or from a management decision not to invest in that area of their business.
The call center staff are probably just busy taking Trueview pictures.
Absolutely terrible. I have enough content where I’ll probably need my own thread, If I were to go into detail at all. And sure, certain staff members try to find solutions and problem solve, but if there isn’t any concern or accountability coming from the top-down via management , it becomes a perpetual cycle of customer service feedback loops.
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I've had such limited if any interaction with PCGS over the last decade I suppose I am not the one to really offer an opinion and probably shouldn't have done so above.
Based on what I am reading I do retract my original opinion.
Throw a coin enough times, and suppose one day it lands on its edge.
By my recollection problems contacting PCGS CS has been an issue for at least a year now if not longer, that seems consistent to me.
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It’s ok B, that’s the risk we run when boldly making the first comment. It’s gotten pretty bad though, the other day I was waiting for an hour and 40 minutes before I surrendered up and hung up the call. The entire time, I was “#1 in que the next available agent will be with you shortly”….and this was first thing in the morning.
But the real issue isn’t the customer service , it’s the QC issues, problematic software, and sloppy workflow that lead to a customer service bottleneck. Jokes aside, a well built CRM with integrated AI call handling to sort calls, timeline/priority level, and internal communications would probably do the trick. We’ve made staffing suggestions for several years now, and at this point the response is clear….
However, there is now a plethora of programming and development tools where AI can handle most of the cursory issues and sorting, and the efficiency would be workable with the current staff. I’m sure they have some type of CRM and internal software now, but whatever it is, it’s not working and no one likes wasting time and money explaining problems over and over with no avail.
And to be clear, this is in no way directed at current staff. Like I said, a number are doing everything they can, but they are just limited by their current capabilities, and authority to make actionable decisions. But somebody can, and I imagine they’ll read this, so let us pray I guess 🙏
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Guess PCGS is using USA people and if paying CA wages can be quite expensive to staff at adequate levels expected and demanded ?
I posted this in another thread, but it also belongs here. Those of you old enough will remember this. (Sorry for the poor quality video. I couldn’t locate a better one.)
https://player.vimeo.com/video/355556831
As a general rule, Customer Service sucks pretty much across the board. It seems to be a lost part of business today and has been on a slippery slope for years/decades.
"Those who would give up essential Liberty, to purchase a little temporary Safety, deserve neither Liberty nor Safety," --- Benjamin Franklin
I would make an exception for HA and GC, both have great response times from real people that can fix issues.
But yeah, most of the time I get a guy named Bob who is located in a deli in some third world country.
And then there is EBay, the pinnacle of poor customer service and endless AI menus.
How does customer service in the other grading services compare to that of PCGS?
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Not recently, but in the past I have called ANACS and Paul DeFelice has answered the phone.
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I don’t believe this is an appropriate thread since you all are attacking our host in a public forum that they control and allow us to communicate with each other about US Coins.
In my experience, call first thing in the morning and choose the call back option then go about your day. Someone has always called me back.😎
Maybe they can train a bunch of recent graduates who are studious and capable of unravelling these problems.
My own interactions with PCGS staff have been quite professional. Emails give them time to respond professionally which is what they prefer.
I feel it's appropriate when in fact it is paying clients on here making the complaint and the follow up is others have the same issues. It was nice when back in the golden days, the higher ups would actually show up on these threads to address such issues.
We can all agree times have changed for the good, the bad, and the ugly.
Usually the values of a company reflect the beliefs of its ownership.
While I have not had any bad experiences with PCGS, really only good ones, well other than the ongoing atrocious True View quality, you must recognize that ownership is essentially a hedge fund whose job it is to make money for the fund. I cannot fault them for doing what they are supposed to do.
And they don't have a John Albanese to send a note about why you didn't sticker.
Poor excuse. GC is in California and they do an outstanding job. And creative leadership would employ AI to improve the photo department and speed up grading while at the same time making it more consistent, as much as that is possible for a subjective task.
CACG's customer service is OUTSTANDING in basically every way. One of the benefits of being a smaller operation with a different type of ownership group, I suppose.
So is much of Stack's Bowers who also provide very good customer service.
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Have you tried the callback option?
CS at NGC is actually pretty good. They pick up right away, and actually solve problems, not just give lip service.
I’ve started moving business to them.
I haven't personally had the need to but if I did it would go like this.
https://www.youtube.com/watch?v=58RgLQ_0Ars&list=RD58RgLQ_0Ars&start_radio=1
lermish mentioned CAC customer service which has been and continues to be superior to any other grading service by a mile.
Sure if you don’t mind your coins graded 1 to 2 grades lower.
People are always saying they want conservative grading...
It is a nightmare trying to get PCGS on the phone anytime of day.
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Sure, if you believe exaggerated generalizations.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
I speak from experience but not too much as I was turned off pretty quickly.
I bought this piece dollar as MS 65 Anacs cracked it and submitted it to CACG where it came back, body bagged for PVC. In their defense, I did soak it in acetone before sending it to PCGS where it received MS 65.
Also sent this 1982D PCGS MS 67 and it would not cross at grade.
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I moved over to CACG once they started up. CS? Superb. Excellent grading? Well yes. Turn around time? Like watching lightning in a storm - flash! The most eye appealing slab in the buis? Yup. The most incorporating registry amongst the top TPGs? Oui. So
They don't grade coins with what they deem to be problems, they 'details' them or body bag'em if you don't check the 'details' on their form. The Peace dollar you show is pink on the obv from PVC, so you wanted CACG to slab it? Not sure what the problem was with the Kennedy.....................
Is it possible that other TPGs are overgrading? Hmm..............
Perhaps different grading companies grade coins to different standards?
I suppose it’s all relative and depends on what you like.
So I had to check the details on their form to make sure it doesn’t get a details grade. I’m not sure what you’re saying but if I understand correctly, then they wouldn’t have cracked the coin out of the holder which I stated above that I cracked it out but now realize I misspoke they cracked it out. They did take the time to bag up the Anacs label and include it in the package, which is probably about the same amount of time an acetone bath would’ve taken.
Maybe they should have a box for that too.
The coin is still pink as you call it, though it looks more purple to my eyes
even after the acetone bath. Which I assumed was toning.
Here nor there it’s sold pretty handily.
Now, everyone get back to bashing the poor customer service 🤣 I got bigger fish to fry involving cracking out, CACD coins.
Maybe this would help explain a few things....
Professional Coin Grading Service
This business is NOT BBB Accredited.
Overview
Professional Coin Grading Service
PO Box 9458
Newport Beach, CA 92658-9458
View Headquarters
BBB Accreditation & Rating
Professional Coin Grading Service is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?
BBB Rating: D-
Reasons for rating
Failure to respond to 39 complaint(s)
Business Details
Local BBB: BBB, Pacific SW
BBB File Opened: 9/2/2014
Business Started: 8/14/1985
Business Incorporated: 3/24/1999
Type of Entity: Corporation
Alternate Names: PCGS
Collectors Universe Inc
Business Management: Mr. Nathaniel Turner, CEO
Principal Contacts
Mr. Nathaniel Turner, CEO
Fax numbers Primary Fax: (949) 567-1253
Additional Phone Numbers Other Phone: (949) 833-0600
Other Phone: (800) 447-8848
Additional Websites
pcgs.com/
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Your hobby is supposed to be your therapy, not the reason you need it.
It's difficult to tell exactly what your complaint is beyond being unhappy with the grade you received.
If the issue is that CACG cracked your ANACS coin and then gave it a Details grade or bodybagged it, that's the risk you assume when submitting an ANACS coin for grading. CACG treats ANACS coins as raw submissions rather than crossovers.
https://www.cacgrading.com/doc/coins-accepted-guidelines/
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You answered your question within the same sentence. The peace dollar aside I was unhappy with the grades and a few others only one that I pointed out the 82 Kennedy.
But really I’m not even complaining i’m just pointing out the obvious truth, which is CACG has a higher grading standard one that I was not accustomed to. Doesn’t mean that I can’t relearn or that I hold some kind of a grudge against them.
I guess my question would be do the CACD coins, bring a higher premium and if so, is it high enough to cover the difference of a grade point.
Because when it comes to customer service, I’m all about that, my business thrives on it and would die without it.
Looking over a few of your posts and threads over the last few months I do find that you are write well and are expressive in what you are attempting to point out. That stated, you also have difficulty comprehending/understanding what others are writing in response to you. Even after clear rebuttal, you take a bit of a pig-headed position that doesn't serve you well and probably causes those taking the time to have a dialogue with you to simply give up and move on past your complaints or observations.
If you speak as you write I can see why service operators would equally have problems solving your issues. CACG included.
Interesting, thank you for the honest report and I will concur that I sometimes have trouble comprehending by realizing it after the fact. Maybe I should slow down in my response times like PC 🤣
Giving it more time to absorb.
I’m all ears if you have any pointers that I could work on to help me improve??
I called ANACS and had corrections to my order done in 5 min.
By recognizing the issues, you are more than halfway there.
Keep up the good work!
Good stuff as I know this helps in all aspects of life. You should read some of my stuff from 2018. I was a mess. I’ve learned a lot here.
Thanks!
I agree, and many would say one or several of them over grade. That has never been a complaint with CAC/CACG as far as I have heard...........