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<p>[QUOTE=&quot;MarkStephenson, post: 2783203, member: 88428&quot;]Hi everyone, my name is Mark Stephenson. I am the Vice President of PCGS. I follow CoinTalk, and learn a lot from users here. I also take note of threads that are started or resurrected from time to time that include posts that are unflattering to PCGS or TPGing in general. However, I&#039;ve not felt compelled to post before today, after reading J117&#039;s post(s). What follows is the other side of the story. You can reach your own conclusions.</p><p><br /></p><p>On the Lincoln order, two different customer service representatives pulled the order and had the coins reviewed by grading. Both times this happened, the graders said the coins in question are proof and not business strikes. Hence, in contrast to a normal order, which goes through the grading process once and then is shipped, this order has now been looked at a total of three times. No extra grading fees are asked for. That wasn’t done begrudgingly or after her cajoling. This was what our customer service staff did to try to accommodate their customer and assuage her concerns. She is understandably unhappy with our opinion.</p><p><br /></p><p>On a related note, our receiving department contacted her to let her know that she mixed services on an order (Regular tier x $32/coin and (1) Express-valued coin on the same order). Rather than split the order into a Regular one and an Express one, which is our usual policy, we processed it as one Regular order, just increasing the fee on the one coin that was too valuable for the Regular service level. This saved her a second set of shipping and handling fees.</p><p><br /></p><p>Now that the Lincoln order is done, she refused to pay for it until we change the grades and/or designation. I acknowledge she says above she is going to pay for it now, then cancel her membership and file complaints against us. I have no interest in stopping that; it&#039;s her right to seek recourse if she feels aggrieved or treated unfairly. Obviously we disagree.</p><p><br /></p><p>PCGS, as many of you know, is a wholly owned subsidiary of Collectors Universe (CU). CU is a publicly traded company (CLCT stock symbol). Our operational, accounting, and grading processes are regularly audited by independent auditors. If there was anything that whiffed of favoritism, it would have long ago been identified and made public. The reality is that our grading is anonymous. Our graders have no idea whose coins they are grading and they don&#039;t care. They just try to get the grade right.</p><p><br /></p><p>Finally, she mentions by (misspelled) name our Customer Service Manager. I&#039;ve interviewed David Talk (not Tuck) and reviewed all the written correspondence between the customer known as J117 and David, and other email correspondence between her and PCGS as well. </p><p><br /></p><p>David is respected and appreciated by our customers that have worked with him. I receive unsolicited positive reviews about him on a regular basis. He worked with J117 patiently and answered all her questions, and spent a lot of time on the phone with her. He also thoroughly answered one of her emails, which was filled with questions and outlandish accusations similar to those presented in her post above (only worse), patiently and completely, offering empathy for her situation, and providing as much information as he could, including links.</p><p><br /></p><p>I know that we’ve had a perception of poor customer service in the past. I’ve tried to change that since I arrived here. If anyone ever has an experience with PCGS they’re not happy with, feel free to reach out to me at <span style="color: #ff4d4d">edited - contact via PM</span>[/QUOTE]</p><p><br /></p>

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