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<p>[QUOTE=&quot;Jaelus, post: 3215057, member: 46237&quot;]Obviously.</p><p><br /></p><p>But they don&#039;t have time to circle 6 o&#039;clock on a diagram and check a box next to scratch (or whatever applies)? Maybe a more detailed evaluation of the condition could even be a premium service add-on.</p><p><br /></p><p>Look, the customer is paying for a service and they have a fundamental right to know about the service they are getting. Your views here are surprisingly short-sighted. Take a look at PCGS for example, they have a <i>major</i> customer service perception problem. It has <i>for certain</i> cost them business at a time when they need to be working on ways of expanding market share and penetrating into new markets. It&#039;s tough to quantify the hit to their bottom line, but it may be significant when compared to the relatively minor cost of providing better customer service.</p><p><br /></p><p>I know for a fact that my LCS switched the TPG they use from PCGS to NGC due to the difference in customer service, and they are a bulk submitter. Also, when I was deciding whether to go with NGC or PCGS for my personal membership (I submit a couple hundred coins a year), the difference in general customer service perception <i>was definitely a factor</i> in my decision to go with NGC.</p><p><br /></p><p>If a TPG doesn&#039;t want to provide good customer service to smaller submitters, they can always change their business model to only accept bulk or high value submissions. Short of doing that, good customer service is worth the investment.[/QUOTE]</p><p><br /></p>

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