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<p>[QUOTE=&quot;Jaelus, post: 3230542, member: 46237&quot;]No doubt, but I also don&#039;t expect them to. I <i>do</i> expect them to be <i>truthful</i>.</p><p><br /></p><p>Some background: most of the problems I&#039;ve encountered are due to them ignoring the notes that I put on the submission form (at the direction of their own staff). Some of these notes are attribution notes for coins that they do not have in their census yet. Some are notes directing how I want something to be slabbed if there is a choice. It is a huge pet peeve of mine that they follow or ignore supplementary notes without any apparent consistency.</p><p><br /></p><p>This has <i>always</i> been a problem with NGC. If they are ignoring one of my notes on a submission form that directs how I&#039;d like something to be slabbed and they are not notifying me of the change, they are processing my submission in a way that is <i>different from what I have authorized payment for</i>, and I shouldn&#039;t be charged.</p><p><br /></p><p>This is why I babysit my submissions through their process, but fundamentally this is a different problem than what I&#039;m talking about. Generally I have had fantastic customer service experiences submitting at shows, and even while babysitting my submissions as they go through. They have fixed many errors in and added coins to their catalog at my request.</p><p><br /></p><p>My expectation with customer service is that if I point out a problem, they will either correct it or tell me why they can&#039;t. Reasonable right? The kind of customer service issue I&#039;m talking about is when I know a rep is making things up to get me to just say okay and hang up.</p><p><br /></p><p>If you want an example, the most recent one was when I called to point out a coin was entered with an incorrect country and attribution. I was told that the coin is supposed to be entered that way until it hits the grading room where it will be changed, and I should just wait until it got through the process and see if it&#039;s still incorrect.</p><p><br /></p><p>Ok, sometimes attributions do get caught and corrected when they hit the grading room, but frequently they do not. Sometimes the finalizer catches it, but many times they don&#039;t, especially with material they are not familiar with. I&#039;ve had plenty of coins come back with wrong labels, even one that was attributed as a klippe when it was not! In general, I don&#039;t have much faith in their process shaking out label errors, and assume that what I see online at any given moment is going to be what ends up on the label if I don&#039;t speak up. Basically if I had faith that it would get corrected on its own by the end of the process, I wouldn&#039;t be bothering to call.</p><p><br /></p><p>As it so happens, I had another submission in progress with basically the same coin, and on that submission the country and attribution were correct. I pointed this out, and was told that it was because it had already hit the grading room. I pointed out that the status on that submission was &quot;Scheduled for Grading&quot; so it wouldn&#039;t have hit the grading room yet, to which I was told that it was because it was really in the grading room and I just couldn&#039;t see it on my end (it&#039;s been days and it&#039;s still Scheduled for Grading). I then told the rep that the coin had the correct attribution because it was entered that way when it was originally received - the rep said they didn&#039;t know as they couldn&#039;t see that info on their end, to which I replied, &quot;I do, because I&#039;m watching these submissions every day&quot;. As far as I know, they did nothing for me and the coin is still identified incorrectly in the system.</p><p><br /></p><p>I really don&#039;t care about their internal processes as long as the coins go out with correct labels. I don&#039;t like having to take the time to send stuff back, and have coins out of my inventory needlessly in the meantime. I don&#039;t care if they tell me they don&#039;t know something or have to check on something for me. Great. Let&#039;s get it fixed. I do care when I get stonewalled and lied to and they do nothing.[/QUOTE]</p><p><br /></p>

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