My review of Modern Coin Mart... (Issue Resolved)

I'm not taking sides here. But the whole "customer is always right" does not always apply. There was obviously at least one discrepency between the OP and the company:

You have to wonder how the OP's call went from his end. If you called with a confrontational attitude, and continued with it, things are going to turn ugly. And no service representative should have to take any verbal abuse. So it makes you wonder who's at fault.

My issue is getting on a forum and attacking a company (or other individual) simply because something didn't quite go your way. I'm all for providing information as to who to do business with and who to avoid (that's one of the purposes of this forum) but the OP provides way too much detail (me thinks he doth protest too much), and I find it hard to believe that any agent would respond in the manner he describes unless provoked by the customer.

 

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"as this one matures he will learn not to jump down an honest businesses throat and make damaging remarks." seems to be more a veiled threat that was not needed here. Why not just say that from your standpoint you are an honest business? Part of freedom of expression and all in our country should be the ability to put up things (opinions of service) that are both pro and con. By this standpoint, I am taking away that this company believes that any comment that doesn't sing their praises should be shot down and threatened. Not right in my opinion."

.... the poster is a high school student from what I now understand. Andy Salzberg was correct in saying that anyone that would label a company as "THE WORST COMPANY EVER" based on a single transaction (This boys father apparently purchased something from us in 2008) and a bunch of information that is mostly not factual is, at least in our opinion, conducting himself in an immature manner and a hot headed manner.

Anyone that knows me knows that I don't take disparaging remarks lightly. I dig until I get to the bottom of it and have already met with both Andy and Jason Fishman this morning. Here is what I have determined that is in addition to what Andy has already posted:

1) The posters order was somehow lost in our system. It simply was not there. This has never happened before. We're looking into how this could happen.
2) Jason was very concerned about fraud because all he knew was that the customer was claiming an order was placed, and he had no record.
3) The customer called Jason a liar, Jason did not call the customer a liar. Jason heads our platinum division which is the top 1/2 of one percent of all customers in terms of there annual spending with us. He is the most experienced salesperson we have. He didn't get there by calling customers liars.
4) The call from the customer came in after hours and Jason answered anyway. After speaking with Jason the customer demanded a manager (Jason is a manager) and Jason told him there were no other managers on duty. The customer heard two other staff members in the backround (security personel) and then called Jason a liar.
5) We discovered a transaction actually did take place after the customer provided an invoice and we saw a charge went through authorize.net.
6) Both Jason and Andy tried to smoothe things over with the customer and both thought they succeeded. They said they were shocked that he posted this because the customer seemed ok with us finding the problem and knowing the coins would be shipped.
7) The customer asked for free shipping and we said no because we were actually losing money on the coins. Bad call on our part. The order is shipping today by USPS Express Mail and any shipping charges the customer paid are being refunded.

To say the posting of this customer's remarks was an over reaction is an understatement. He has (temporarily at least) succeeded in putting disparaging and untrue remarks about my company in front of potentially millions of people. I did not find this post by accident. I subscribe to new links that come up on google that are of concern to me. Since starting MCM in 2004, this is the first brutally nasty and damaging thread of it's kind. You can post all the facts you want and some will still only see the title, "My Review of ModernCoinMart.... WORST COMPANY EVER".

John Maben
CEO, ModernCoinMart



Read more: http://www.cointalk.com/t198705-2/#ixzz1josSKNFK

 

Thanks for the additional information and explanation, John.

And to those who have been reading this thread - I previously worked with John at NGC for a number of years, and have never known him to be anything other than a hard worker, a straight shooter and a gentleman. Modern Coin Mart is deservedly very well known, both for their fair dealings and excellent customer service.

Hopefully both parties can put this behind them.

 

I agree Mark. Its unfortunate that things frequently cannot be "taken back" on the internet. Again, I wish to thank MCM and Mr. Maben for clarification. I know personally if I am in the market for coins they deal in I will consider their firm.

 

I live just over 10 miles from Modern Coin Mart and have done a good amount of business with them, both in having items shipped to me and in actually going to their location to obtain items. I have been treated with nothing but respect and graciousness on every occasion. They are very accomodating and I know a number of the employees personally, including Jason. I only know them to be a top-flight operation and would not hesitate in recommending them to anybody. As has been posted above, this is just 1 of those situations where the progression of events unfortunately resulted in an unpleasant experience. Anybody can make a mistake. The key resides in what is done to correct the issue. In my opinion, the company has taken the proper measures to make things right. Modern Coin Mart will absolutely remain on my list of the Top 5 coin dealers in the country.

 

John,

I have shortened your post to respond, so as to not waste a lot of space, etc.

Thank you for your response, but IMO I believe you are doing your fair share of OVERreacting, and you don't have the ability to say that you are a high school student with little experience with companies as an excuse. Personally, and I am 55 going on 56 with nearly 40 years of business, military, and interpersonal experience both as a seller, and years of customer service and technical and other life experiences, if I deal with a company and I have a sour experience (my version) then I usually follow my grandmothers advice in "fool me once, shame on you - fool me twice, shame on me", and don't go back for more experiences to try to convince myself that my first experience with that company was some sort of fluke and I was totally in the wrong. I also know from experience that even if everything the OP said was true (from an impartial viewpoint) and everything you said was not, then your company would IMO still not be the worst company in the world. And not by a long shot. Because I have dealt with a number of companies that can put this little episode to shame and put it in the outer limits of the solar system if the worst companies in the world conglomerate around the sun. That being said, I am a huge proponent of free speech and even his title, although it is bothering you tremendously, doesn't even reach into damaging territory, as it is ONLY an opinion statement. Fortunately for the OP, his limited experience doesn't seem to allow him to post really damaging statements about a company that would get it into the area you are alluding to. Please, if you look at the responses, you will find that most posters who actually did business with you stood up for you. So....have a good day.

And for the record, the OP post did not deter me from your company. But if I did use your company and had a bad experience that was outside what I, as a CUSTOMER would expect, then it would also be my last. That's just me.

 

This will be of little consolation to MCM but it is only natural for some transactions to go bad. I assumed as soon as I saw the toitle that this must be just one of them. While I didn't doubt any single aspect of the initial claim I was quite certain that there was another perspective for most or all of them that would not paint MCM in such a poor light because I am quite familiar with their sterling reputation.

I'm sure though that you can take consolation in the fact that for anything like this that is found by google there are hundreds of positive things. If anyone takes the time to read this thread it is not damaging to the company except to the degree that it highlights that it is composed of people and that computer glitches are never going to go away.

 

It only takes one rotten apple to spoil the rest of the barrel.

 

Yep, you are correct. There are always two sides to each story I work in social media so my main concern is all the "you" statements which are faux pas in customer service.

 

AGREED!...:thumb::thumb::thumb::thumb::thumb:

 

The order is shipping today by USPS Express Mail and any shipping charges the customer paid are being refunded.

Too Bad....I thought It was shipped earlier than that..Plus..Did you ever provided the Tracking number to the Customer?. Tracking Number is a MUST to share it to the customer..I always do that when I shipped my packages.

 

ModerCoinMart, I really appreciate refunding the shipping and personally writing but Jason called me a liar, not the other way around. He told me he was the ONLY one there and I never demanded a manager, I just asked if he had a supervisor since he was being rude. other things that they aren't saying 100% true. We not going to get any where arguing because we are at a stalemate.

 

Now...is DRAW...as Stale mate on a chess board..NO CHECK MATE....

 

Can't we all just get along?
It's only one bad experience, no matter where the fault lies, and the problem seems
to have been resolved to the satisfaction of both parties.
You can all go home now.
.

 

What we have here is a failure to communicate...

 

Didn't somebody get shot using that line once?

 

I have had at least 10 transactions with them with no probs.

 

yep

 

Just an FYI, most inbound customer service call centers, may record the calls they receive for quality purposes, and they inform you of that before your call is connected.

Your call may have been recorded, ever think of that?

 

what was the point in posting that?