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Does PCGS even answer their phone lines anymore?
Schmitz7
Posts: 787 ✭✭✭
Just curious if any others have experienced problems. I have now called for 3 straight days at 10AM Eastern, as their phone lines supposedly open at 7AM Pacific time. As soon as you call, it tells you the call queue is already full for the day. Not sure how the queue fills for the day in less than 1 minute's time. I have also tried using their online "form" for my inquiry which says they will get back within 2-3 business days. Again, no response. Frustrating to say the least.
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been this way for a few years
No one answers their phone anymore. I’ve called two larger dealers on successive days this week during their normal business hours to buy 4-figure coins at their asking prices…no answer.
Superb collections are built more by omission than by addition.
Whoever those two larger dealers are and PCGS notwithstanding, plenty of people (including dealers) answer their phones.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
They’re someone, not “no one”. Or shall I say: they who answer are somebody. Those who don’t are nobody ? I get the man’s point.
Practice makes perfect & nobody is perfect. So, practice being nobody and be perfect !
I’d rather have “no answer” than a pleasant totally AI response comes. You’ll be arguing RB vs. RD with AI
Would they get a text? They used to be decent on emails but they'd take a few days.
Live, human, customer service has gone the way of pensions, and dinosaurs.
what happens when one calls a different TPG?
I know that at least some of them answer the phone.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
I had an issue with a submission and found I could leave a message if I called before noon Eastern. After that, I’d usually get the “queue full” message.
I’ve gotten a human almost immediately when calling customer service ATS. And they actually solve whatever the problem is right on the spot.
For those new to the forum, ATS = Across The Street = NGC.
Worry is the interest you pay on a debt you may not owe.
"Paper money eventually returns to its intrinsic value---zero."----Voltaire
"Everything you say should be true, but not everything true should be said."----Voltaire
Disgruntled customers could file a complaint with the CA consumer affairs oversight. I did this years ago with an issue with PCGS and it was helpful. As far as I know companies are required to address consumer issues according to the rules of doing business.
Rules of doing business?
State by state consumers have a lot of rights: https://www.dca.ca.gov/ NYC is instituting a law requiring companies to have live agents, not chat bots.
I have had great success getting through but I time it just right.
@Schmitz7 are you 100% sure your getting the time right?
The online form is useless. Never got a response from them either.
I would think with technology being what it is today they would go all email. Even if it takes 48 hours to respond at least you do get a response.
On the other hand I dont know how many people they have working in the customer service department. Evidently not enough.
Maybe they need to buy some more phones and people to answer them.
If NGC and CACG can answer their phones pcgs should be able to also.
Student of numismatics and collector of Morgan dollars
Successful BST transactions with: Namvet Justindan Mattniss RWW olah_in_MA
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Reeks of private equity
Casual collector: Morgans & Peace Dollars & 20th Century Type Set. Successful BST transactions with ProofCollection, Morgan13, CoinFinder, CoinHunter4, Bretsan.
The other company I submit to answers the phone and responds to emails usually with an hour or two. I guess that’s unusual these days!
Tis the SOP of today's world.
However, I expect that the persons occupying positions of higher rank/authority in larger organizations (both public and private) do not have to experience never being able to talk to a live person whenever they want to.
They have persons who are 24-7 at their beck and call; and woe to any such person who does not immediately respond when beckoned by someone higher on the organizational chart.
I recall Leona Helmsly once commenting that:
I suspect that many persons of higher station feel the same way about those (little people) who are not able to make a phone call and talk to a live person.
How expensive or difficult is it to have an adequate customer service staff for a company of this size?
The size of the company is not the issue, the costs per employee in CA is the issue.
My Collection of Old Holders
Never a slave to one plastic brand will I ever be.
I have 3 orders processing, been trying to call them, I'm leaving the country for vacation. Left 2 emails and tried calling 3 mornings in a row, no joy. On top of that, PCGS just sent out two orders I axed them not to. They might arrive when I'm gone.
fka renman95, Sep 2005, 7,000 posts
That should create an exodus of businesses out of NYC. It's the 21st century equivalent of banning data switches abs requiring operator assisted phone calls
All comments reflect the opinion of the author, even when irrefutably accurate.
True that!
Why would customer service need to be located in CA? They could farm it out.
All comments reflect the opinion of the author, even when irrefutably accurate.
Has anyone tried to call PSA?
All comments reflect the opinion of the author, even when irrefutably accurate.
Connecticut is close on that as well, expensive to do business in.....
@Schmitz7
I've dealt with all four. CAC blows them all out of the water!
Not only did they pick up after the second ring, they said hello and addressed me by name before I said anything. They had my name, account number and all my submission information right in front of them.
The other three grading companies don't come close to that!
Should create an exodus?
It's been happening for years, including CA... And it's not because our host isn't answering the phone. 🤣 😉
Disclaimer: I'm not a dealer, trader, grader, investor or professional numismatist. I'm just a hobbyist. (To protect me but mostly you! 🤣 ) "Formerly OAKSTAR with 8,777 posts"
CAC's customer service is exceptional. I can't even think of another company, in any industry, for which I'd say that. Well-deserved kudos to them.
Superb collections are built more by omission than by addition.
Statistically economics and business requirements rarely drive them out of NYC or other cities. https://fiscalpolicy.org/new-data-confirm-tax-flight-is-a-myth
In comparison collectibles are a small business compared to major corporations. If the new laws are viable then other municipalities will adopt them.
I once used the term "industry" to describe coins and numismatics talking with the late Gar Travis, and he corrected me. The coin businesses don't create new things, just repackage.
“Industry” doesn’t require creation of new things. Industries can be comprised of service providers.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
I'd agree it is a case of semantics. I see the world of numismatics as heavily correlated to history, to antiques. A good coin dealer brings forth good things and puts them into context. Compared to big industry, farming, the energy sector it is quite small.
Quit bothering them. They’re trying to get mine graded from 3 months ago, not to mention the thousands they have to authenticate for ebay.
Practice makes perfect & nobody is perfect. So, practice being nobody and be perfect !
Takes a month for express now!
Finally got through to both dealers today after 3 straight days of trying during their posted business hours.
The first one said the item I was interested in was erroneously listed for sale on their website, and is actually specifically reserved for their upcoming mystery box drop.
The second said the item I was interested in was available, but that the price would be 20% higher than listed because they "punched in the wrong price" on the website.
Color me unamused. 😐
Superb collections are built more by omission than by addition.
Out both of them. I don’t like time wasters. Dealer one would annoy me. I wouldn’t deal with the second dealer’s games period.
I have not called in quite a while, but I have used the inquiry form and have always received a response within a few days.
Collecting 1970s Topps baseball wax, rack and cello packs, as well as PCGS graded Half Cents, Large Cents, Two Cent pieces and Three Cent Silver pieces.
fedex?
It’s more likely to get a live person at the White House.
If it's Fedex, you should be able to have the packages held at a local drop off center via the Fedex site. Unlike UPS, they don't charge for that, either.
Collecting 1970s Topps baseball wax, rack and cello packs, as well as PCGS graded Half Cents, Large Cents, Two Cent pieces and Three Cent Silver pieces.
This may not apply to the PCGS topic so much, but could be helpful in some cases. I no longer wait for the prompts listing. I just hit 0 right away and get an operator. Then they submit the connection for me to the department I wish to speak to. Faster in many cases. Especially works contacting my cable company.
True. But those drop off centers aren't exactly secure.
All comments reflect the opinion of the author, even when irrefutably accurate.
I am trying to get a response via the email route on a Regular submission put in at Pittsburg ANA WFoM... it still shows as "Received". Goodness, what does it take to get in the grading room after this amount of time? It has been a couple days
A Barber Quartet is made up of Nickels, Dimes, Quarters, and Halves.
I tried calling them 2 weeks ago and finally just gave up.
Guess I'm not very patient. Waited 2 hours on hold today then gave up. Unsure how far this type of business model will take the company. Oh well
I believe someone posted earlier that CACG answers their phones promptly. Communication with the customer is vital whether by phone, email, or online form. PCGS seems to have steered away from this principle in the past few years. I remember back a few years and before, their customer service was top-notch. Hopefully they will address this situation soon. If anyone took their email survey from a few weeks ago, they must have gotten an earful of complaints.
They’re doing exactly what they have to in order to gain market share. If they’re not going to do better than NGC or PCGS, why would they survive? They wouldn’t.
I hate to say it, I’m a die hard PCGS fan, but it’s like they’re TRYING to get phased out.
I'm BACK!!! Used to be Billet7 on the old forum.
Happened to me last January. Soured me and I gave up the membership I'd had since 2006.
If it was medical I'd put up with it but for a hobby, no fun
"Inspiration exists, but it has to find you working" Pablo Picasso
Wow, on the phone for two weeks before you gave up. That has to be a record of some sorts!
In honor of the memory of Cpl. Michael E. Thompson
I'm surprised the PCGS management hasn't responded to this thread. This is not a good look for PCGS.
Worry is the interest you pay on a debt you may not owe.
"Paper money eventually returns to its intrinsic value---zero."----Voltaire
"Everything you say should be true, but not everything true should be said."----Voltaire