HELP !!!! PCGS Submission Lost in Limbo !!!!!

Sunnywood · April 24, 2006 3:19AM

On Thursday, March 16, I turned in a 20-coin submission at the Baltimore show for EXPRESS regrade and TrueView imaging. The submission was entered into PCGS's system online on Monday, March 20, when the PCGS staff were back in California. However, I have been able to get NO FURTHER INFORMATION about the submission. The coins have not yet been graded, and nobody in customer service has been able to tell me the status of the submission.

This was a fairly high-value submission ... over $100,000 worth of coins are involved. I have spoken with many different people in customer service without ever getting a straight answer as to what the status is, or what the problem is.

HRH or Ron Guth, I need your **HELP** !!!!! I want my coins back !!!!!!

Sunnywood

Louis · April 24, 2006 3:21AM

I recieved a package of 20 coins from them that weren't mine. Should I keep them ?

DennisH · April 24, 2006 3:22AM

Send an e-mail to the PCGS boss himself:

dh@collectors.com

kranky · April 24, 2006 3:23AM

Just curious - when you talk to a CS Rep, what are they telling you?

Sunnywood · April 24, 2006 3:28AM

e-mail sent to David ... thanks for the suggestion DennisH

kranky, several times it has been, "Wow, that is late. Let me look into that personally and we will get back to you." Then no call back ...

ditto for messages left on voice mail ... no call back

Cladiator · April 24, 2006 3:30AM

Express? How does a 5 day garaunteed submission turn into a 25 day ordeal with zero support? Disgusting service. At least you're racking up vouchers.

kranky · April 24, 2006 3:31AM

<< At least you're racking up vouchers. >>

Hmmm, we'll see, I guess!

RYK · April 24, 2006 3:31AM

Sunnywood,

I would recommend a phone call to David Hall or Ron Guth.

I sent David Hall an email in December and still have not heard back. For a situation like yours, I would be on the horn...pronto! Good luck, and please let us know when everything works out well in the end.

Robert

Bochiman · April 24, 2006 3:34AM

You went the HRH route, which should help.
The only other thing I would have done, prior to HRH, would have been to ask for CarolJ when I called customer service.
She has a great head on her shoulders and isn't a normal "phone CS person" so I would trust her to know, find out, or make sure someone else stepped up to the plate.

Sunnywood · April 24, 2006 3:36AM

Update - David responded immediately with an e-mail to Steve Mayer and Ron Guth asking them to follow up.
When there's a real problem, nothing beats going to the Top Dogg !!

I will keep the Boards posted ...

Cladiator · April 24, 2006 3:40AM

When there is a real problem it seems posting about it here makes things happen.

drddm · April 24, 2006 3:44AM

Sunnywood,

Let us know what happens. I'm curious how PCGS will explain what happened to your coins, especially such an expensive collection.

They should also compensate you somehow, don't you think?

Keyrock · April 24, 2006 3:46AM

"Wow, that is late. Let me look into that personally and we will get back to you." Then no call back ...

Next time, "Yes I'll hold"........

After that HRH would be on my speed dial!! Good luck, I would be losing some sleep.

Cladiator · April 24, 2006 3:52AM

Makes me a bit worried as I have an order in under express + trueview. Today is day 5.

holadude · April 24, 2006 4:00AM

I don't trust their CS reps. I have emailed them on several various tidbits and only ever received 1 email in return from them.
I then called and the CS rep told me that I have to remove my coins from their slabs myself for crossover submissions.

drddm · April 24, 2006 4:09AM

I agree, I've had many bad experiences myself with CS reps that don't seem to know what's going on.

braddick · April 24, 2006 5:28AM

<< Makes me a bit worried as I have an order in under express + trueview. Today is day 5. >>

Now you know TrueView adds two or three days to the express order (without penalty on PCGS's part).

I also have an EXPRESS in with TrueView and it's day four for me.

Cladiator · April 24, 2006 5:29AM

<< Now you know TrueView adds two or three days to the express order (without penalty on PCGS's part). >>

Yeah but the 20 extra days for Sunnywood is unacceptable.

braddick · April 24, 2006 5:36AM

Absolutely!

I was thinking about your submission and mine.

20++ days on an EXPRESS with a coin value of 100K is downright scary and I wouldn't be sleeping well at nights.

grip · April 24, 2006 5:41AM

I woulden't worry to much.If it is there fault,David will make it right.
Al

Sunnywood · April 24, 2006 7:39AM

OK, so the latest is that there was a "minor price discrepancy" so the order was put aside as a "problem order" and was not processed. If there was a price discrepancy (perhaps I didn't add right, or something like that), shouldn't they have called and e-mailed me to set it right, rather than putting the order aside indefinitely ?? And the several times that I called, and either spoke to customer service representatives or left messages, shouldn't I have gotten a response ??

Now the word is they will try to get the order done quickly.

I will be following up with Steve Mayer, Chief Operations Officer, to see how this could have happened, and to suggest ways for them to do better in the future.

Best,
Sunnywood

Cladiator · April 24, 2006 7:43AM

<< OK, so the latest is that there was a "minor price discrepancy" so the order was put aside as a "problem order" and was not processed. >>

So if you make a typo or a mathmatical error your coins go to numismatic pergatory, never to be heard from again. Total BS if you ask me.

Edited (ironically I might add) for typo's

Craton · April 24, 2006 8:47AM

Sounds like they are covering their asses to me. You should at least get some vouchers.

kranky · April 24, 2006 8:58AM

Glad that they tracked it down. I wonder what would have happened if you hadn't called.

ColonialCoinUnion · April 24, 2006 9:01AM

I had a very similar experience. I submitted special issues + photos, but there was no such specific option on the old submission form. So I checked both individual boxes, added the cost and sent it in. That resulted in the package being shipped to the 'troubled submissions' pile where it probably would have sat, undisturbed until I called in a panic like you did.

Bochiman · April 24, 2006 9:07AM

I wonder how many things are just sitting in the "troubled pile" and for how long?
Sounds like they go there and people (PCGS) forget about them and don't care.....

pharmer · April 24, 2006 9:51AM

<< I don't trust their CS reps. I have emailed them on several various tidbits and only ever received 1 email in return from them.
I then called and the CS rep told me that I have to remove my coins from their slabs myself for crossover submissions. >>

Now that was surreal. Just glancing at your icon, then beginning to read your post, my immediate thought was "FINALLY, an expression of opinion from this guy, not just supercilious vacillation."

Shoulda known better.

Connecticoin · April 24, 2006 10:05AM

<< I then called and the CS rep told me that I have to remove my coins from their slabs myself for crossover submissions. >>

Hola-dude, did you make this story up? I can't believe anyone in customer service would tell you to do this.

30AnvZ28 · April 24, 2006 10:18AM

Good thing Im not in your shoes... I would be cracking skulls right about now. I get pissed over a $5 coin im so damn broke... $100K??? I would be out for some heads.

TwoSides2aCoin · April 24, 2006 10:42AM

I feel your pain.

A few years ago, our company put a stone coated steel roof on a home. It was only about a fourth of the value of your coins. After about a year, we contacted the home owners about paying for the roof. They claimed that the salesman told them that the roof would pay for itself in five years, so what's the big fuss ?

I suppose you could notify the state attorney general. But that would be a bit drastic, huh ?

30AnvZ28 · April 24, 2006 10:44AM

Lol, how is a roof suppost to pay for its self??? I mean, to the owner, yes, but to the builder, no...

TwoSides2aCoin · April 24, 2006 10:50AM

<< Lol, how is a roof suppost to pay for its self??? I mean, to the owner, yes, but to the builder, no... >>

I was relating how the energy efficiency versus the other add in values (hail, wind, fire, leak proof) would actually reduce costs, thus ... aww you know what i mean .

as for sunnywood.... them coins are only going to go up in value, no matter how long they take to get back.

At least they are accounted for.

30AnvZ28 · April 24, 2006 10:58AM

I know... but an owner cant expect to pay for the roof after 5 years to the business... thats bs.

Myqqy · April 24, 2006 12:07PM

I'm amazed at the customer service problems that PCGS allows, and the fact that submissions continue to pour in.....

ram1946 · April 24, 2006 12:31PM

My experience with customer service and Nikki O in particular has been very positive. I had back to back orders where they neglected to fulfill all of my pre-paid requests. I was fortunate to latch on to Nikki (luck of the draw) and she took a personal and hands-on approach to solve my issue. She communicated promptly, both email and by phone. This is my first problem submission and Nikki and CS did an outstanding job.

HELP !!!! PCGS Submission Lost in Limbo !!!!!

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