ADVICE NEEDED - 8/26/26 Submission still NOT entered into PCGS system
drddm
Posts: 5,471 ✭✭✭✭✭
Hi folks,
I could use some advice on how to get some traction on my submission.
I submitted six coins in for reconsideration on 8/26/26 at the ANA. They were sent in as a regular EXPRESS submission to be done at PCGS and NOT show submission. The following week, on “9/1/26” my PCGS account said that submission is being prepped.
Since then it has not been entered, nor has an order number been assigned to my submission.
I spoke to a very nice customer care rep on 9/21/26 who said he would look into it and would reach out to the person I dealt with at the ANA, but he never got back to me. I emailed customer care again and got a couple of responses from another very friendly person who asked for clarification on my submission which was why he felt it was on hold and I clearly answered him and he, too, said he would reach out the the person I dealt with at the ANA and get back to me but never did.
I have also reached out to the person I dealt with at the ANA twice (via her personal PCGS email) and she has not returned my emails.
Last night, I get an email from a new customer care rep who asks me for my order number because she does not see that my submission was entered into their system. I explained that it was never assigned an order number so I don’t have one. She said she will reach out to the person I dealt with at the ANA and get back to me.
I have tried calling on several occasions as soon as their phone lines open at 7 AM PST and immediately get the recording that they have reached their max amount of calls for the day (?!?) and to try again tomorrow.
I happen to have a contact at PCGS but have not reached out to him as he is not a customer care representative and it is not his responsibility to help me out with my issue.
I have no idea what else I can do to help get my submission entered into the PCGS system to begin processing. Everyone I have spoken to (on the phone and by email) has been very nice but all they keep saying week after week is that I’ll reach out to that person and no one gets back to me.
Any advice would be greatly appreciated it.
Thanks,
Dave
Comments
Sorry, that's extremely frustrating. Perhaps @pcgs_social or @PCGS_Hy can help.
chopmarkedtradedollars.com
Thank you @lermish
I’ll try that
Dave
Dave, That sounds frustrating. Hope it get's resolved quickly. Fingers crossed.
No suggestions because IDK. But I had a submission I sent in back in July (sent the 6th) that they showed as received but was not entered as an actual order for about two weeks after (after I called to see if it was actually there). Then it showed up a month later with an alert like it was stuck in processing (more calls). The whole experience seems much more problematic than in the past.
“We are only their care-takers,” he posed, “if we take good care of them, then centuries from now they may still be here … ”
Todd - BHNC #242
Dave -
My suggestion is a bit different. From here, it seems you’ve shown plenty of patience already. If it were me, I would “contact my contact”. I wouldn’t necessarily expect him to intercede, but he just might volunteer to do so. Or, he may suggest trying someone else you haven't contacted already. Just my “50 cents”!
Ken
“The thrill of the hunt never gets old”
PCGS Registry: Screaming Eagles
Copperindian
Copperindian II
Indy Eagles
Gold Rush
Bust Caps
Retired sets: Soaring Eagles
Copperindian
Nickelodeon
Early Walkers
Successful transactions: Eagle Eye, redraider, winesteven, renomedphys, splitaces, oreville, ajaan, Cent1225, onlyroosies, justindan, blitzdude, DesertMoon, johnnyb, Heubschgold, SunshineRareCoins, ParadimeCoins, ndeagles, Southern_Knights, pcgsregistrycollector, BruceS
Thanks, Todd. Your experience sounds just as awful. I’m glad it eventually got resolved but I can certainly understand the frustration you dealt with. I’m staying hopeful that my numerous emails and the kindness of the customer service staff at PCGS will prevail.
Thank you, Ken. I was contemplating reaching out to my contact but decided to try again with another phone call about two hours ago, and was pleasantly surprised that it went through. I just got a call back from Lupita, a very nice rep, who said she would call me back shortly after she speaks to her supervisor. Again, trying to stay hopeful. 🙏🏻🤞
Dave
Depending on the submission, it should be put into the system within a week or two of being received by them. Although mine was not submitted at a show, my Walkthru was Recieved on Sept 4th by PCGS as per tracking, and not put in as received until Sept 11th. Strangely I had two other subs in the same package which they had to open to get to my walkthru, those weren't "Recieved" until a whole other week later.
So David, Don't send it express but spend a few more bucks and use show express. Or, I would go to the top - call Stephanie Sabin.
I’d go a bit of a different route, and begin procedure for filing a guarantee claim with pcgs for the value of the coins because they’re lost. This should push that department into a deep dive to either find the submission or write the check.
Hey there! Thanks for bringing this to my attention @lermish and thank you Dave for posting this.
Dave, I just sent you a message. I look forward to chatting with you about this!
Isa (she/her)
Lead Moderator
Maybe there should be a "Customer Service" forum here. From the sound of it, it doesn't seem like using the phone works very well.
FWIW, submissions have been taking about a week from arrival at PCGS to be entered into the system for me.
Also a phone tip is that if you call between 3-5PM Pacific time, the queue gets emptied and you can get in line again and usually get a call back within a half hour.
FYI- The suggestion about adding a "Customer Service' forum is a great suggestion. I called PCGS, every day for a week regarding my submission and got hung up. This is not customer service in my humble opinion.
With all of the complaints I’ve read here about customer service, 1) I’d be very surprised if they were willing to provide such a forum and 2) even if they did, my expectations would be low.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
I'd agree- it was kind of a sarcastic suggestion at best. If they don't want to talk to you on the phone any more than what they're doing now, they're probably not going to be interested in replying to comments here.
I'd try to keep in mind that CU really isn't that big a company, several tens of millions of dollars a year in profit when they published their 10-ks before they went private. they are no doubt overwhelmed with all the tasks they are given on a daily basis and do their best.
If you call customer service at 7 AM and get a recording that they have reached their maximum amount of calls for the day, the worker bees might be doing their best. The decision makers, though?
edited to add... As a customer, I'd certainly prefer that whatever business I'm doing business with would choose to do so in a way that I agree with but I accept that sometimes, that's not possible. In that event, I'd at least want them to be willing to talk to me about the issue. What's not acceptable (IMO) is an attitude or operating policy that says "Go away- we don't have time for you."
What does the size of the company have to do with processing an order correctly and in a timely manner? No matter how large or small they are, that’s the nature of their business.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
and now they are authenticating every coin over $500 in value sold through eBay! sure hope they hired a bunch of new experts in the last month or two!!!
Michael Kittle Rare Coins --- 1908-S Indian Head Cent Grading Set --- No. 1 1909 Mint Set --- Kittlecoins on Facebook --- Long Beach Table 700
I have one entered as received on 8/28......no change in status as well.
So I called twice PCGS Customer Service today to suggest that they should created a "Customer Service" forum. They hung up on me both times telling me to call back tomorrow - which is Saturday. The last time I got hung up twice was an ex-girl friend that didn't want to speak with me. Oh well.
Thank you everyone for all the suggestions.
Good news…my submission was finally entered in yesterday. One month after it was “prepped”
Better late than never I guess.
Enjoy your weekend everybody!
Dave
Agreed for the most part, but all companies make mistakes.
I judge a company by how they fix the mistakes they make, and I make my buying decisions accordingly.
I’m an after sales professional for the retail division of a luxury good manufacturer. My job is to fix problems with our very expensive products for people with very high expectations.
If we don’t solve problems with competence, respect, and speed, we lose not only that customer’s individual trust, but we lose all of the sales we would have had if we’d won that customer’s advocacy.
Too many companies forget to invest beyond the sales and production infrastructure, and they suffer for it.
Newbie collector of type and circulated Peace dollars, photographer of places and animals, player of instruments and builder of amplifiers, espresso industry professional, and a person distracted by shiny objects.
CACG Registry
MyCollect Registry
Awesome news! I’m glad raising the flag helped!
Newbie collector of type and circulated Peace dollars, photographer of places and animals, player of instruments and builder of amplifiers, espresso industry professional, and a person distracted by shiny objects.
CACG Registry
MyCollect Registry
Great news regarding EXPRESS response. Please inform us as to EXPRESS grading timetable with your EXPRESS submission! Good Weekend to Everyone!