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CBCS Turnaround 11/22/20174879

Collector kbutcher private msg quote post Address this user
After 30 weeks (order submitted May 11), I received notice that my order has shipped. 1 Bronze Age with pressing and 3 modern without pressing.
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Collector J_Walker private msg quote post Address this user
What a mess. My submission was received by CBCS on August 11th and it had 1 Consumer and 8 Moderns. No pressing or fast pass. I'm in the middle of week 18 and all of the books had been out of grading per CBCS's website since mid-October. The updated invoice as of yesterday had all books in QC.

Friday was the end of week 17 so I emailed CBCS asking when my books would ship. I gave the order number and I was told it finished the encapsulation process last week and that it's in QC and would ship Monday or Tuesday.

So, I email them again this morning since the 8 moderns had grade screens and my credit card hadn't been charged yet. I ask how could my books ship by end of day if I still have an outstanding balance. I get a reply "Our system shows no balance due on order 17-2C2E3AE, it was billed for $70 on August 11th when the books were received." So.....I reply back saying "8 of the modern tier books had grade screens. The $70 is only for shipping and the one pre-1975 book that didn’t have a grade screen."

I sent that email while in traffic on my way to work. I logged in again as soon as I got to work (30 min later) and the portion of my order containing the 8 moderns is back in GRADING!!!! After 18 weeks I really can't believe I'm seeing this order back in grading. Yes, it's a first world problem, but come on CBCS! A backlog in your QC / Label / Encapsulation area due to Hurricane Harvey impacting your plastics vendor, Hurricane Irma, the CBCS emblem / heat seal adjustment and the Beckett acquisition is one thing. But this is just a complete oversight on your part.

I sent another email asking for an explanation and for them to expedite the order. Fingers crossed they'll do the right thing.

How was this even overlooked if all books in the same order are supposed to be kept together? Were these 8 moderns stuffed in a corner the last 4 months? Watch they all come back torn to shreds.
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Collector J_Walker private msg quote post Address this user
FYI, this has been taken care of. Thank you CBCS for taking care of it so quickly.
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Collector 50AE_DE private msg quote post Address this user
@J_Walker How did they resolve the issue?
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Collector J_Walker private msg quote post Address this user
Not sure to be honest. Part of it was probably due to me overreacting since I assumed these 8 books hadn't been graded yet. So, they were probably already graded and encapsulated and perhaps in order to trigger the flow of the books to billing they needed to move the status back to grading and then "push it forward" in the system until it reached Billing.

All I know is that I was charged for the 8 moderns and received the shipping notification within a couple hours of emailing them / posting the above.

When I reached out to them on Friday, they did say the order would ship Monday or Tuesday. So technically they could've met that Tuesday deliverable without my pestering emails.

But something was off this morning when they said I didn't owe a balance on the 8 moderns. So I panicked.
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Collector 50AE_DE private msg quote post Address this user
Cool. Glad they were quick to respond to your concerns.
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COLLECTOR shrewbeer private msg quote post Address this user
CBCS has always been great for putting priority #1 on screw ups. If they mess something up, they fix it QUICK. I’ll wallow in my TAT misery as long as that good service keeps up.
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