cancelled my heritage account, what a joke!

TexasNationals · February 27, 2008 9:07AM

I spend 30k-40k a year there and accidentally misplaced an invoice for $299 from last month. I get a voice mail from heritage telling me they need to hear from me by Friday. Okay, oops I forgot to pay a small invoice, I log on, ACCOUNT SUSPENDED, WTF, call them up, pay them and tell them to cancel my account, 40k a year over a $300 invoice, no reminders, nada. I will live without them, I have never had problems with any other auction house. I can't wait till the next 19 y.o. consignor calls me wanting to liquidate my holdings.

Edited: I hated paying sales tax anyways.

pontiacinf · February 27, 2008 9:09AM

their loss, im sure you will be hearing from them soon.

BECOKA · February 27, 2008 9:10AM

<< their loss, im sure you will be hearing from them soon. >>

Not so sure about that. They are a big company and they might not notice one important customer missing.

Wolf359 · February 27, 2008 9:17AM

Heck, I'd do the same thing if someone hadn't payed me for a month. For all Heritage knows, the account holder died or went broke, or it's been hijacked, so they suspend the account to protect themselves. Considering how many customers they have, you were lucky someone
actually called you.

TwoSides2aCoin · February 27, 2008 9:18AM

Less competition means the price for coins will drop

I know how you feel, but you have to try and put yourself into their shoes for a minute. As a matter of policy they probably have electronically controlled trading safeguards. The variables are not based on your past history but your current activity or status, I would suspect. Anyway...sorry for the inconvenience.

TomB · February 27, 2008 9:19AM

The account suspension may simply have been a way to handle an otherwise good account that had gone unpaid in the event that there was unauthorized access to the account. The suspension may very well have been lifted after the telephone call.

STONE · February 27, 2008 9:21AM

I have my pros and cons about this situation from both parts.

I understand mistakes happen and HA needs to protect themselves. I also like the fact that they called you about it.
I don't know that I would have told them to cancel your account when it was your fault in the first place, rather that the situation was taken care of and that your account should be unlocked.

mrearlygold · February 27, 2008 9:24AM

You'll be sorry

speety · February 27, 2008 9:29AM

<< I understand mistakes happen and HA needs to protect themselves. I also like the fact that they called you about it.
I don't know that I would have told them to cancel your account when it was your fault in the first place, rather that the situation was taken care of and that your account should be unlocked. >>

I agree with you! I have no problem with Heritages action and by suspending your account it garuntees that you realize that you forgot to do something. I'm sure as soon as you paid the account would be unlocked. Also, the suspension has no real meaning to you because it's not like you're going to miss bidding on something because your account was locked; you'd notice your account was locked as soon as you logged in. A quick call/payment and your account is unlocked and you can bid again.

RYK · February 27, 2008 9:31AM

<< 

<< their loss, im sure you will be hearing from them soon. >>

Not so sure about that. They are a big company and they might not notice one important customer missing. >>

Oh, I am quite sure. They always respond to criticisms lodged on this forum.

rgCoinGuy · February 27, 2008 9:31AM

I tend to agree with the previously stated sentiment, the account suspended was probably to protect you as much as them.... You may want to sleep on it...

Bear · February 27, 2008 9:37AM

You should have asked to talk to a supervisor.

A lot of this stuff is automated and when you call

the phones are staffed by orangutans. You are a valued

customer and once the brass is aware that you were offended,

they will make it right. At least an apology.

gecko109 · February 27, 2008 9:38AM

Typical attitude these days displayed by texasnational. "It was my fault, but YOU are the morons" response. Hey OP, they followed protocol by suspending an overdue account. You DID NOT follow protocol by being late on your payment. Heritage :1 Texasnationals: 0.

rgCoinGuy · February 27, 2008 9:40AM

Wow Gecko, how did you manage to stay off the BB blog?

TexasNationals · February 27, 2008 9:49AM

gecko109, you don't even know me, so don't start. What ticked me off is a phone voice mail at 2 pm I log onto my account at 5pm and can't access it to pay it. No reminders via email nor mail. I am not saying it isn't my fault, it was, but i am in the service industry and know a little about it. What if I had been in Mexico this week, what would have happened "by Friday" I don't need this crap, long time customer, one over site and this, okay. Wasn't real happy with the customer service over the phone either, that is when I decided to cancel my account. I may be sorry, but I will be okay without them.

cinman14 · February 27, 2008 10:05AM

Stick to your Guns TexasNationals I too am sick and tired of these companies treating customers like dirt.
Take a good look at E-bay and Paypal they have finally forgotten what made them what they are today.

It's not worth the risk trying to sell with their new feedback rules and the way paypal almost
always sides with the buyers.

I say SCREW THEM ALL!!!!!!!!!!!!!!!!!!!!!!!!!!

notwilight · February 27, 2008 10:07AM

I agree with the OP. Suspended is too strong for such a minor oversight. --Jerry

tombr · February 27, 2008 10:09AM

I too understand how you feel. Try calling and ask for a supervisor. Explain the situation--I'm sure when they investigate everything will be fine. MOST folks are reasonable

Good luck

BlindedByEgo · February 27, 2008 10:10AM

Corporate customer service is too often an oxymoron. Good for you, T.N! Sadly, they will probably not even notice - but you will be on their mailing list for a long time

Bear · February 27, 2008 10:17AM

Heritage should modify their system.

Repeat and large customers should be

removed from automatic system and receive

a personal and polite call from someone in authority.

Bills can be overlooked by even the nicest of clients

and the regulars should receive a softer reminder then

a dunning call.********************************

seanq · February 27, 2008 10:18AM

100.

Without picking a side in this dispute, one axiom always rings true: if you have 100 customers and 99 of them are completely satisfied, it's #100 that will make the most noise.

Sean Reynolds

mozin · February 27, 2008 10:27AM

<< Heritage should modify their system.

Repeat and large customers should be

removed from automatic system and receive

a personal and polite call from someone in authority.

Bills can be overlooked by even the nicest of clients

and the regulars should receive a softer reminder then

a dunning call.******************************** >>

Heritage billing and shipping still need some improvement to match the standards in the rest of the company.

BECOKA · February 27, 2008 10:31AM

<< You should have asked to talk to a supervisor.

A lot of this stuff is automated and when you call

the phones are staffed by orangutans. You are a valued

customer and once the brass is aware that you were offended,

they will make it right. At least an apology. >>

This is a good point. I have seen a history of Heritage on these boards over the last couple years where they have made things right. Of course the issue has to be brought up to the attention of the right people there first.

charley · February 27, 2008 10:35AM

An unfortunate turn of events. Very interesting perspectives posted. I am interested in one aspect- the OP is a $30-40,000 Dollar/Yr. client. I concur that in this computer age and the sad decline of manners of people in the service industry, that an individuals' patience is certainly tested. However, regardless of a companies' size, when we accept the company response to the issue related by the OP and considering the $ figure posted here, then what of the lower expenditure client? There isn't an excuse for not contacting the client with a friendly reminder or conversation about the clients' health, etc., to determine if a problem exists. When a business entity becomes so large that this type of action doesn't cause a pause in the management room, as some have suggested here and problem solving is a computer program with automatic, possibly insulting, triggers, then it is time for the company to rethink its' position. I would predict that this action is a true loss of multiples of the $ amount stated, to the company. I don't perceive an excess reaction by the OP. I perceive a person that expects a level of service that is personal and caring and didn't receive same. Respectfully and Without Malice, John Curlis

Bubblehead · February 27, 2008 10:39AM

Well spoken, John Curlis.....

bestday · February 27, 2008 10:41AM

<< 

<< 

<< their loss, im sure you will be hearing from them soon. >>

Not so sure about that. They are a big company and they might not notice one important customer missing. >>

Oh, I am quite sure. They always respond to criticisms lodged on this forum.

>>

I , or my club members and clients have experienced several issues with Heritage over the past year....getting some Heritage honcho to say just call me... is becoming an more common refain..
I think Heritage has grown faster than they have allowed, for hiring quality employees.

They may have forgotten to send you a bill last month, but Heritage forgot to ship me a coin I had paid weeks earlier .The only thing is Heritage IS STILL CIVIL UNLIKE THE SCOTsMAN BOZO spoken on earlier threads

nankraut · February 27, 2008 10:51AM

<< I have my pros and cons about this situation from both parts.

I understand mistakes happen and HA needs to protect themselves. I also like the fact that they called you about it.
I don't know that I would have told them to cancel your account when it was your fault in the first place, rather that the situation was taken care of and that your account should be unlocked. >>

I agree with Stone. I'd guess they were just trying to protect themselves, and it was probably done automatically.

charley · February 27, 2008 10:52AM

bestday, Respectfully, and for clarity, the company didn't forget to send an invoice. The OP forgot to pay. The OP admits his error. His complaint is the treatment, by a non-civil COMPUTER,after talking to a non-caring employee. This is not civil service(unless one is employed by the civil service). It is a serious flaw in the company. Bubblehead, Thank You for the undeserved recognition. With Sincerety and Without Malice, John Curlis

goose3 · February 27, 2008 10:56AM

hmmmm

I pay thousands to my bank towards my mortgage each year.

What do you think would happen if I missed a payment?

notwilight · February 27, 2008 11:01AM

<< hmmmm I pay thousands to my bank towards my mortgage each year. What do you think would happen if I missed a payment? >>

They would charge you a late fee as stated on you monthly statement. They wouldn't suspend your account.

IGWT · February 27, 2008 11:02AM

<< hmmmm

I pay thousands to my bank towards my mortgage each year.

What do you think would happen if I missed a payment? >>

The government would bail you out.

charley · February 27, 2008 11:07AM

Respectfully, I rest assured that a bank computer would not suspend you the same day that you discussed the issue with a mortgage account/ bank employee. I don't know if the bank employee would be civil or not. The timetable was a month, according to the OP. The arrears was less than 1% of the yearly expenditure. I maintain that the level of service was and is not reasonable. You are a captive audience to the mortgage company. The OP is not a captive audience to the company being discussed. It is in the companies' interest as it is in a banks' interest, to service the client and assist, not to alienate. Without Malice, John Curlis

dbldie55 · February 27, 2008 11:08AM

Your account was suspended because you didn't pay a bill. And this upsets you?

charley · February 27, 2008 11:11AM

dbldie55, I don't think this is the reason the OP is "upset". Respectfully and Without Malice, John Curlis

Animalkeeper · February 27, 2008 11:22AM

For the record, I am not a Heritage employee nor is anyone in my family a Heritage employee.

I have been a customer for better than a decade and spend at least $10k per year with them, probably much more. At well below the stated level of $40k yearly you will be a Legacy member assigned a personal account rep.

I will not deny that I too have paid invoices late but for them to shut-off your account, you must've been seriously over-due and non-responsive. I have never even gotten a call at home.

Any time I call to speak with someone they have been courteous, friendly and helpful. I am not aware of anyone with better customer service. If there's someone out there better, tell me who, I'd give them business.

No disrespect to TexasNational but I would like to hear the other side of the story. Undoubtedly Heritage will hear of this thread and try to correct this situation, as the situation warrants.

PerryHall · February 27, 2008 11:26AM

I guess Heritage doesn't like deadbeats.

UtahCoin · February 27, 2008 11:28AM

Call and talk to Leo! He sits surrounded by the Consignment Directors. (and none of them are 19)

JohnMaben · February 27, 2008 11:30AM

Hmmm... I'd say you over reacted. In the same position, I would have called and asked to speak to Greg Rohan. Expecting to get his voice mail, I'd leave a very polite but pointed message telling him exactly how I feel and mentioning the business done only as an aside. Greg is a very smart man and a personal friend, and my guess is he would call you back or have another manager call you explaining why they did what they did, express genuine concern, and make sure you were happy.

On the other hand, if the business you do with them means nothing to YOU, then nothing is lost with how you chose to view and handle the situation.

John

northcoin · February 27, 2008 11:30AM

Just do a search on this site. Customer service has never been a strong suit of Heritage. Rather by living by the adage of "The customer is always right" they seem to live by chopping off the hand that feeds them. Their loss, your gain.

ziggy29 · February 27, 2008 11:31AM

I think you should call someone in the know, explain the situation and see how they respond. What they did is probably SOP for a lot of accounts, and probably done by lower-level staffers without much authority to deviate from policy.

At least give someone who is in the position to calm the ruffled feathers (on both sides) the chance to do so. IMO, naturally, and worth what you paid for it.

charley · February 27, 2008 11:31AM

And that, Animalkeeper, is the beauty of the this Forum- I agree with you that the company will become aware of this Thread and take the correct action. If the company has been lax in its' customer service and improves same, then this Thread served a very valuable service to the collecting community.Respectfully, John Curlis

options26 · February 27, 2008 11:33AM

<< Heritage should modify their system.

Repeat and large customers should be

removed from automatic system and receive

a personal and polite call from someone in authority.

Bills can be overlooked by even the nicest of clients

and the regulars should receive a softer reminder then

a dunning call.******************************** >>

Man Bear, I would hire you in a heart beat as my quality control/customer service manager. You have enlightened me since my day one here, thanks.

As far as the OP. I must agree with Texas, a littel impersonal. But I do understand the suspension if it was a hijacked account possibility too.

yellowjacket · February 27, 2008 11:41AM

Customer service is the lifeblood of any business. My experiences with Heritage have been very positive. If there has been a problem, I have brought it to their attention for quick resolution.

It sounds from your post that you were tired of the relationship anyway. Maybe a "divorce" was the best resolution in this case.

Garrow

YaHa · February 27, 2008 11:54AM

If you don't pay your electric bill your lights get turn off, you don't pay for an auction invoice you get terminated. Do you see a trend here. Pay your bills and everything works just like a machine that needs oil to run. 30k/40k a year so what, pay your bills!!

sinin1 · February 27, 2008 11:59AM

you must not have current email or address with them

I get what seems to be a couple emails a day with my bid status, I just got outbid on lot XXX, what auctions are opening tomorrow, what auctions have just closed, what items I have bid on that did not meet someones reserve that I can now buy at post auction whatever for only $XXXX

But, I agree

WE SHOULD NOT HAVE TO TAKE IT ANYMORE

LeeG · February 27, 2008 12:01PM

Heritage has always taken care of any concerns I've had with them in the past in a very fair and quick manner.

BlindedByEgo · February 27, 2008 12:10PM

<< If you don't pay your electric bill your lights get turn off, you don't pay for an auction invoice you get terminated. Do you see a trend here. Pay your bills and everything works just like a machine that needs oil to run. 30k/40k a year so what, pay your bills!! >>

You're still an idiot, and you bring neither enlightenment nor intellect to the discussion. Disrespectfully and with malice, Keith.

Dave99B · February 27, 2008 12:19PM

Sounds like a simple phone call would have resolved this. I think you are overreacting.

Q: So you spend 30K-40K/year with Heritage, but you state that you can "live without them". So does this imply you will be spending serious money like that somewhere else, some place with potentially lesser material? That makes no sense to me. I'd say there was a reason you have been dealing with Heritage: a good selection of quality material.

Pick up the phone tomorrow and resolve this. I'm certain you deserve an apology, and I expect you'll receive one.

Good luck,
Dave

YaHa · February 27, 2008 12:21PM

<< 

<< If you don't pay your electric bill your lights get turn off, you don't pay for an auction invoice you get terminated. Do you see a trend here. Pay your bills and everything works just like a machine that needs oil to run. 30k/40k a year so what, pay your bills!! >>

You're still an idiot, and you bring neither enlightenment nor intellect to the discussion. Disrespectfully and with malice, Keith. >>

Once again, another person can't take a joke, what's up with you people lately. Tilt is a bad thing in life. Keith why do you say the things you do. It is simple, you owe a bill pay it, you and no one else deserves a free pass, or are do you seem you are above the laws of this great land. Now my intellect might not suit you at all, but let me say this as clear as I can. If you think you can harshly spew that nonsense of attacks towards me to make it seem you are worthly "ONLY of your opinions. I will never worry about you or anyone else that harshly attacks someone because of ones comments.

notwilight · February 27, 2008 12:22PM

Hijacked is not a concern. A hijacked account would be paid with stolen funds, not left unpaid. -Jerry

DJCoinz · February 27, 2008 12:29PM

50.

cancelled my heritage account, what a joke!

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