Interesting article! It mentions a "tipping point?" for American consumers by and large. But I wonder if threads like this will contribute to a "tipping point" for PCGS and its customer service. Despite my current aversion, I think they have done some wonderful things. I use their tools and information daily and I esteem their holders, as many of us do. It's a shame, then, that they don't seem to esteem me for my (tiny) part in the perpetuation of this erstwhile virtuous cycle.
@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.
When every day is a "high volume of calls" then they need to hire more staff so that "high call volume" days are not every day. When every day is a "high volume" day then that is the new "normal volume" and they should be staffed for that level.
Here's a perfect example. You get your grading results and spot an immediate error that they made. You'd like to notify them so they can fix it before they can ship it out. Except it's often 50/50 or less that you'll actually be able to contact them in time before it leaves the building because you can't get anyone on the phone and email responses take more than a day. Pathetic.
45 minutes on hold with AT&T this morning before I could talk to anyone. 30 minutes last night before I gave up. However, they do have an app they pushed, which I didn’t try (on principle?). Eventually the machines will handle all but the most complex CS questions or problems, but until they do we have the current delayed human response as companies try to push us away from humans towards their non-human alternatives. Unfortunately, when I’ve caved and gone to a company website or tried their app to solve my problem I’ve usually been unsuccessful. The automated solutions are often designed to handle the simplest questions or problems, the ones we really don’t need help with.
@oldabeintx said:
45 minutes on hold with AT&T this morning before I could talk to anyone. 30 minutes last night before I gave up. However, they do have an app they pushed, which I didn’t try (on principle?). Eventually the machines will handle all but the most complex CS questions or problems, but until they do we have the current delayed human response as companies try to push us away from humans towards their non-human alternatives. Unfortunately, when I’ve caved and gone to a company website or tried their app to solve my problem I’ve usually been unsuccessful. The automated solutions are often designed to handle the simplest questions or problems, the ones we really don’t need help with.
The last sentence is especially true. It irks me to no end that PCGS still doesn't have what I feel is appropriate "Contact Us" form options for what I routinely contact them for. Like for my example above where they recently misidentified a coin in my submission. There's nothing in their form at https://www.pcgs.com/contactus for this situation. And I recently went on vacation so I requested a shipping hold but the closest menu option is "Shipping: Outbound Inquiry." The phone menu is equally problematic so you just use option 8 for almost everything. Something so easy to fix but no one seems to care.
In many cases with many companies I’ve often wondered if their leadership actually tested their customer-facing processes and software and looked carefully at their website and its functionality. Simple thing to put oneself in the customers’ shoes and noodle around to see if it all works well and has been thought thru.
My experience with PCGS customer service went beyond unanswered questions, and unresolved problems. After I raised concerns about almost every submission problems and the service I received, PCGS notified me that I could no longer submit coins.
From my perspective, the response was to end the customer relationship rather than resolve the issues I had raised. As a paying customer, I expected a clear explanation, a meaningful review, and an effort to correct any mistakes.
I’m including a redacted copy of the letter I received from the president of PCGS so readers can review the company’s response for themselves.
Has anyone else been prohibited from submitting coins after complaining about service?
@BEBPE said:
My experience with PCGS customer service went beyond unanswered questions, and unresolved problems. After I raised concerns about almost every submission problems and the service I received, PCGS notified me that I could no longer submit coins.
From my perspective, the response was to end the customer relationship rather than resolve the issues I had raised. As a paying customer, I expected a clear explanation, a meaningful review, and an effort to correct any mistakes.
I’m including a redacted copy of the letter I received from the president of PCGS so readers can review the company’s response for themselves.
Has anyone else been prohibited from submitting coins after complaining about service?
@BEBPE said:
My experience with PCGS customer service went beyond unanswered questions, and unresolved problems. After I raised concerns about almost every submission problems and the service I received, PCGS notified me that I could no longer submit coins.
From my perspective, the response was to end the customer relationship rather than resolve the issues I had raised. As a paying customer, I expected a clear explanation, a meaningful review, and an effort to correct any mistakes.
I’m including a redacted copy of the letter I received from the president of PCGS so readers can review the company’s response for themselves.
Has anyone else been prohibited from submitting coins after complaining about service?
I chuckled at the error in the first sentence - in lieu of past events - I think they meant in light of past events.
In any case, you are obviously a difficult customer and one that they decided they didn't want to deal with.
In another thread you said, I believe I have effectively been blackballed by PCGS because I forcefully complained about its repeated mistakes.
So, you didn't just complain, you forcefully complained.
Neither you or PCGS needs the aggravation, so it's time to move on.
@BEBPE said:
My experience with PCGS customer service went beyond unanswered questions, and unresolved problems. After I raised concerns about almost every submission problems and the service I received, PCGS notified me that I could no longer submit coins.
From my perspective, the response was to end the customer relationship rather than resolve the issues I had raised. As a paying customer, I expected a clear explanation, a meaningful review, and an effort to correct any mistakes.
I’m including a redacted copy of the letter I received from the president of PCGS so readers can review the company’s response for themselves.
Has anyone else been prohibited from submitting coins after complaining about service?
You can aways go to ICG.
Paper money eventually returns to its intrinsic value. Zero. Voltaire. Ebay coinbowlllc
@BEBPE said:
My experience with PCGS customer service went beyond unanswered questions, and unresolved problems. After I raised concerns about almost every submission problems and the service I received, PCGS notified me that I could no longer submit coins.
From my perspective, the response was to end the customer relationship rather than resolve the issues I had raised. As a paying customer, I expected a clear explanation, a meaningful review, and an effort to correct any mistakes.
I’m including a redacted copy of the letter I received from the president of PCGS so readers can review the company’s response for themselves.
Has anyone else been prohibited from submitting coins after complaining about service?
I chuckled at the error in the first sentence - in lieu of past events - I think they meant in light of past events.
In any case, you are obviously a difficult customer and one that they decided they didn't want to deal with.
In another thread you said, I believe I have effectively been blackballed by PCGS because I forcefully complained about its repeated mistakes.
So, you didn't just complain, you forcefully complained.
Neither you or PCGS needs the aggravation, so it's time to move on.
This is double fascinating in light of what he said about his ebay experience
All comments reflect the opinion of the author, even when irrefutably accurate.
@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.
Obviously PCGS has a very good ideal of expected call volume and should hire more people.
I must be one of the lucky ones.
I have had to call PCGS 2X's.
1) to change an email that I was unable to successfully complete on my own.
2) Because I thought I botched up my submission form and would be charged instead of having my vouchers redeemed.
I timed things allowing two minutes past opening time.
I was asked if I wanted a call back by the AI.
I did.
Several hours later I received a call back and solved my issues.
Considering that my issues were simple I feel bad for folks who have more urgent concerns who are unable to get through.
Doesn't seem right.
Student of numismatics and collector of Morgan dollars
Successful BST transactions with: Namvet Justindan Mattniss RWW olah_in_MA
Dantheman984 Toyz4geo SurfinxHI greencopper RWW bigjpst bretsan MWallace logger7 JWP BruceS bigjpst
JWP PROMETHIUS88
Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
oih82w8 = Oh I Hate To Wait _defectus patientia_aka...Dr. Defecto - Curator of RMO's
@oih82w8 said: Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
Many customers who have expressed dissatisfaction here didn’t appear to be seeking instant gratification.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
@oldabeintx said:
45 minutes on hold with AT&T this morning before I could talk to anyone. 30 minutes last night before I gave up.
That's cute. Try calling DHL with an issue. 2 hours 42 minutes yesterday and then they hung up on me mid call
I ship everyday using USPS/UPS/FEDEX and had to go look up if DHL is still a active business. Once in a while I would spot a truck but thought they quit being a shipper years ago
@oih82w8 said: Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
Correct. And, by staffing the way it does, PCGS has made the determination that its customers are relatively sticky and willing to put up whatever they dish out -- grading wait times, inability to get instant gratification, etc. And that the cost of stepping things up exceeds whatever they might lose in business. Believe me, they know exactly what they are doing.
Keep in mind, as important as we all like to think we are to them, that retail customers are more of a nuisance to them than anything else. Don't think for a minute that a major bulk submitter does not receive instant gratification when they have an issue. Or that they wait weeks or months to have things graded. They are where all the TPGs make their money. We are not.
@oih82w8 said: Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
I blame AMAZON.
Remember back in the day purchasing some mail order item through the back of a comic book and maybe six weeks later it arrived?
Now you order via a site like AMAZON in the morning and sometimes it'll arrive that afternoon- tomorrow at the latest.
@oih82w8 said: Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
Often times there are urgent issues. On many occasions my grades have posted where I was able to see an error but because I was not able to actually call and talk to someone, I was not able to stop the shipment. I think one time I as able to actually get that done but that's only because they took so long to ship it after posting grades.
@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”. 😡
Venture Capital and Private Equity represent very different things and even within private equity there are many different distinctions.
Regardless, what is clear is that growing the coin business within Collectors Universe is not a part of the investment case for Nat Turner and the ownership group. Scaling sports cards is.
@oih82w8 said: Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
I blame AMAZON.
Remember back in the day purchasing some mail order item through the back of a comic book and maybe six weeks later it arrived?
Now you order via a site like AMAZON in the morning and sometimes it'll arrive that afternoon- tomorrow at the latest.
I also blame Amazon for the expectation of "free shipping"
All comments reflect the opinion of the author, even when irrefutably accurate.
I ship everyday using USPS/UPS/FEDEX and had to go look up if DHL is still a active business. Once in a while I would spot a truck but thought they quit being a shipper years ago
They love them in Europe for international delivery to USA. I don’t get to choose carriers, but they have been easier to import than fedex from a receiving perspective
My latest GC USPS selected shipment went to a DHL Ecommerce shipping partner as it left California. That was new. Shipment took approx 3 business days longer to reach me.
@oih82w8 said: Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
I think I have seen hurried drivers sitting at a red light trying to change the light to green with a TV remote.😆
Successful transactions:Tookybandit. "Everyone is equal, some are more equal than others".
You should have known better. Because if we were one and the same, @nencoin would have also mentioned some missing commas in the letter under review. 😀
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
Comments
Interesting article! It mentions a "tipping point?" for American consumers by and large. But I wonder if threads like this will contribute to a "tipping point" for PCGS and its customer service. Despite my current aversion, I think they have done some wonderful things. I use their tools and information daily and I esteem their holders, as many of us do. It's a shame, then, that they don't seem to esteem me for my (tiny) part in the perpetuation of this erstwhile virtuous cycle.
My hobby website Groovycoins.com, new and improved!
When every day is a "high volume of calls" then they need to hire more staff so that "high call volume" days are not every day. When every day is a "high volume" day then that is the new "normal volume" and they should be staffed for that level.
Here's a perfect example. You get your grading results and spot an immediate error that they made. You'd like to notify them so they can fix it before they can ship it out. Except it's often 50/50 or less that you'll actually be able to contact them in time before it leaves the building because you can't get anyone on the phone and email responses take more than a day. Pathetic.
45 minutes on hold with AT&T this morning before I could talk to anyone. 30 minutes last night before I gave up. However, they do have an app they pushed, which I didn’t try (on principle?). Eventually the machines will handle all but the most complex CS questions or problems, but until they do we have the current delayed human response as companies try to push us away from humans towards their non-human alternatives. Unfortunately, when I’ve caved and gone to a company website or tried their app to solve my problem I’ve usually been unsuccessful. The automated solutions are often designed to handle the simplest questions or problems, the ones we really don’t need help with.
The last sentence is especially true. It irks me to no end that PCGS still doesn't have what I feel is appropriate "Contact Us" form options for what I routinely contact them for. Like for my example above where they recently misidentified a coin in my submission. There's nothing in their form at https://www.pcgs.com/contactus for this situation. And I recently went on vacation so I requested a shipping hold but the closest menu option is "Shipping: Outbound Inquiry." The phone menu is equally problematic so you just use option 8 for almost everything. Something so easy to fix but no one seems to care.
In many cases with many companies I’ve often wondered if their leadership actually tested their customer-facing processes and software and looked carefully at their website and its functionality. Simple thing to put oneself in the customers’ shoes and noodle around to see if it all works well and has been thought thru.
My experience with PCGS customer service went beyond unanswered questions, and unresolved problems. After I raised concerns about almost every submission problems and the service I received, PCGS notified me that I could no longer submit coins.
From my perspective, the response was to end the customer relationship rather than resolve the issues I had raised. As a paying customer, I expected a clear explanation, a meaningful review, and an effort to correct any mistakes.
I’m including a redacted copy of the letter I received from the president of PCGS so readers can review the company’s response for themselves.
Has anyone else been prohibited from submitting coins after complaining about service?
Wow, what did you do or say?
I chuckled at the error in the first sentence - in lieu of past events - I think they meant in light of past events.
In any case, you are obviously a difficult customer and one that they decided they didn't want to deal with.
In another thread you said, I believe I have effectively been blackballed by PCGS because I forcefully complained about its repeated mistakes.
So, you didn't just complain, you forcefully complained.
Neither you or PCGS needs the aggravation, so it's time to move on.
You can aways go to ICG.
Paper money eventually returns to its intrinsic value. Zero. Voltaire. Ebay coinbowlllc
@BEBPE. At least they wished you the best. James
This is double fascinating in light of what he said about his ebay experience
All comments reflect the opinion of the author, even when irrefutably accurate.
If PCGS didn't receive so many (bogus) complaints they have to deal with our coins would be graded faster.
I'm starting to understand why PCGS doesn't answer the phone.
Obviously PCGS has a very good ideal of expected call volume and should hire more people.
That's cute. Try calling DHL with an issue. 2 hours 42 minutes yesterday and then they hung up on me mid call
I must be one of the lucky ones.
I have had to call PCGS 2X's.
1) to change an email that I was unable to successfully complete on my own.
2) Because I thought I botched up my submission form and would be charged instead of having my vouchers redeemed.
I timed things allowing two minutes past opening time.
I was asked if I wanted a call back by the AI.
I did.
Several hours later I received a call back and solved my issues.
Considering that my issues were simple I feel bad for folks who have more urgent concerns who are unable to get through.
Doesn't seem right.
Student of numismatics and collector of Morgan dollars
Successful BST transactions with: Namvet Justindan Mattniss RWW olah_in_MA
Dantheman984 Toyz4geo SurfinxHI greencopper RWW bigjpst bretsan MWallace logger7 JWP BruceS bigjpst
JWP PROMETHIUS88
Instant gratification seems to be what is expected from customers these days. If the customer does not receive the expected result within an reasonable period of time, feathers get ruffled, and the customer may go elsewhere to seek their reward, which may be an answer to a question.
BST transactions: dbldie55, jayPem, 78saen, UltraHighRelief, nibanny, liefgold, FallGuy, lkeigwin, mbogoman, Sandman70gt, keets, joeykoins, ianrussell (@GC), EagleEye, ThePennyLady, GRANDAM, Ilikecolor, Gluggo, okiedude, Voyageur, LJenkins11, fastfreddie, ms70, pursuitofliberty, ZoidMeister,Coin Finder, GotTheBug, edwardjulio, Coinnmore, Nickpatton, Namvet69,...
Many customers who have expressed dissatisfaction here didn’t appear to be seeking instant gratification.
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
I ship everyday using USPS/UPS/FEDEX and had to go look up if DHL is still a active business. Once in a while I would spot a truck but thought they quit being a shipper years ago
Correct. And, by staffing the way it does, PCGS has made the determination that its customers are relatively sticky and willing to put up whatever they dish out -- grading wait times, inability to get instant gratification, etc. And that the cost of stepping things up exceeds whatever they might lose in business. Believe me, they know exactly what they are doing.
Keep in mind, as important as we all like to think we are to them, that retail customers are more of a nuisance to them than anything else. Don't think for a minute that a major bulk submitter does not receive instant gratification when they have an issue. Or that they wait weeks or months to have things graded. They are where all the TPGs make their money. We are not.
I blame AMAZON.
Remember back in the day purchasing some mail order item through the back of a comic book and maybe six weeks later it arrived?
Now you order via a site like AMAZON in the morning and sometimes it'll arrive that afternoon- tomorrow at the latest.
Often times there are urgent issues. On many occasions my grades have posted where I was able to see an error but because I was not able to actually call and talk to someone, I was not able to stop the shipment. I think one time I as able to actually get that done but that's only because they took so long to ship it after posting grades.
Venture Capital and Private Equity represent very different things and even within private equity there are many different distinctions.
Regardless, what is clear is that growing the coin business within Collectors Universe is not a part of the investment case for Nat Turner and the ownership group. Scaling sports cards is.
Latin American Collection
I also blame Amazon for the expectation of "free shipping"
All comments reflect the opinion of the author, even when irrefutably accurate.
They love them in Europe for international delivery to USA. I don’t get to choose carriers, but they have been easier to import than fedex from a receiving perspective
My latest GC USPS selected shipment went to a DHL Ecommerce shipping partner as it left California. That was new. Shipment took approx 3 business days longer to reach me.
USAF veteran 1984-2005
I think I have seen hurried drivers sitting at a red light trying to change the light to green with a TV remote.😆
Two errors in the first sentence. The one you point out, and this: ...has decided that [it] is in our best interest...
I always suspected @nencoin was @MFeld
You should have known better. Because if we were one and the same, @nencoin would have also mentioned some missing commas in the letter under review. 😀
Mark Feld* of Heritage Auctions*Unless otherwise noted, my posts here represent my personal opinions.
There is nothing quite like a forum with a Barney Fife (or two) with the Mayberry Grammar Police Department on staff.
“Never let yesterday use up too much of today.”
Will Rogers
Or a Goober Pyle.
chopmarkedtradedollars.com
Who is in charge ? Time for change.
Practice makes perfect & nobody is perfect. So, practice being nobody and be perfect !
That's been the Mint's motto for 230 years
All comments reflect the opinion of the author, even when irrefutably accurate.
Producing change for 230 years 👍