@coindeuce said:
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”. 😡
@braddick said:
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.
@jmlanzaf said:
I haven't really had any real CS experience with anyone but NGC - which was good.
I would like to say that it is, perhaps, unfair to compare PCGS to ANACS or CACG based on volume alone. The only peer is NGC on submission volume.
Irrelevant. Any business that does not scale its customer service function to adequately serve its volume is failing at customer service.
Period. Being busy, all the time, is not an excuse. It's a statement that they don't want to throw resources at customer service.
The fact that smaller companies need smaller customer service departments is self evident. If a huge company has the same staffing level as a tiny company, that would be a problem for a customer that needs service, no?
So no, it is not "unfair to compare" customer service response times between any TPG that charges money for service, no matter large or small it is.
Comments
Overgrade based on what? Their own standards or someone else's?
Not until there's a cool new grading service that grades more conservatively than CAC/CACG, anyway.
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I haven't really had any real CS experience with anyone but NGC - which was good.
I would like to say that it is, perhaps, unfair to compare PCGS to ANACS or CACG based on volume alone. The only peer is NGC on submission volume.
All comments reflect the opinion of the author, even when irrefutably accurate.
I’ve never had to contact PCGS for customer service but I’ve contacted NGC, CAC, and CACG before and someone has answered my phone call immediately.
Actually, I appreciate the honesty.
Official PCGS account of:
www.TallahasseeCoinClub.com
Irrelevant. Any business that does not scale its customer service function to adequately serve its volume is failing at customer service.
Period. Being busy, all the time, is not an excuse. It's a statement that they don't want to throw resources at customer service.
The fact that smaller companies need smaller customer service departments is self evident. If a huge company has the same staffing level as a tiny company, that would be a problem for a customer that needs service, no?
So no, it is not "unfair to compare" customer service response times between any TPG that charges money for service, no matter large or small it is.