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Non existent customer service and quality control now the norm!10003

Collector cojo private msg quote post Address this user
Im so done with cbcs i couldn't care if my last order even made it back to me. The quality of slabs has been horrendous with bits of debris encapsulated on books ,miss labeled books ,cracked cases and worst of all a customer service department that dosen't give a damn! I don't know how many times ive had to call and every time I get the same response that they'll take care of it and call back within 2 days but they never do! On top of that they refuse to use my reward points and steal the money from my credit card instead of honoring their reward program!they Promised to fast track my next order because they sent a cracked case"cracked when put together and my orders been sitting now 3 weeks after being completed!it was sent in June! Sucks because ive been a huge supporter of them over the last few years now i guess there to big to care about the little guys now that there with beckett!!





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Collector GanaSoth private msg quote post Address this user
Dang...
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Collector Zombie_Head private msg quote post Address this user
Wow!!!!!
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Collector poka private msg quote post Address this user
@cojo and welcome to the Forum to you
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Collector Oteemorse private msg quote post Address this user
Great I’m glad I’m a lurker, not good not good at all
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Collector Darkseid_of_town private msg quote post Address this user
I get the frustration and I understand being upset, especially given the missed opportunity at customer service....but, then at some point you have to accept there is going to either be some resoloution to the issue or there wont, and it is entirely what you do next that will decide that outcome. Being angry and just being done is one option...however another might to reach out to a few of the CBCS forum people who seem capable of resolving things and cutting through the red tape. Tim Bilderhouse, or perhaps Jake Fleming, or even the president Steven Borock all haunt this forum and are a message away...

Its not right that you have to pursue a response, I agree but...since that's where the ball has landed, it couldn't hurt to ask one of those men if they can get you some form of answer that makes it more amenable....

just saying, good luck either way and sorry this all happened to you ….and welcome to the forum
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Collector GanaSoth private msg quote post Address this user
@cojo this was listed in another thread.

Quote:
Originally Posted by sborock
@cojo Please contact me at: sborock@cbcscomics.com and I will look into this.
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Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by Darkseid_of_town
I get the frustration and I understand being upset, especially given the missed opportunity at customer service....but, then at some point you have to accept there is going to either be some resoloution to the issue or there wont, and it is entirely what you do next that will decide that outcome.


It seems like the OP has tried to get this situation resolved but there is no urgency to resolve the issue for the OP. For the OP to have to call their customer service department multiple times to try to resolve the issue and then, after not getting a resolution, having to go to the company's website to try to find someone who can assist with the issue is really poor service.

Quote:
Originally Posted by Darkseid_of_town
Being angry and just being done is one option...however another might to reach out to a few of the CBCS forum people who seem capable of resolving things and cutting through the red tape. Tim Bilderhouse, or perhaps Jake Fleming, or even the president Steven Borock all haunt this forum and are a message away...

Its not right that you have to pursue a response, I agree but...since that's where the ball has landed, it couldn't hurt to ask one of those men if they can get you some form of answer that makes it more amenable....


I wonder how many people who don't submit their own books know that if there are any issues with their books that the best way to resolve things is to go through their forum.

@cojo Good luck with getting this resolved and I hope you get your books soon.
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Collector BigRedOne1944 private msg quote post Address this user
I know we are all rooting for CBCS's success, but I can't help but think we are sending the wrong message here. There's no question that the forum here is full of Very knowledgeable and resourceful members.

But... Really... A paying customer shouldn't have to seek assistance from board members here because of this total lack of customer service that CBCS continually fails to address. At this stage in the game there is absolutely No excuse for not having a fully implemented and competent customer service team in place, and this is a direct result of a lack of leadership at the top.

Im sorry but there's just no other way to put it.

At this point CBCS should have IT people working on and ready to unveil a CBCS Registry/Census and other Marketing plans.

Unfortunately, still stumbling around with entry level issues like customer service (or lack there of) and continued failure to address this most basic of problem's, assures that CBCS will continue to languish in it's second tier status to CGC.

At this point it just doesn't seem like the people at the top are committed to moving this company forward to the next level. Hoping this will change, but not holding my breath.
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Collector Gaard private msg quote post Address this user
It seems like a service-based company would make service a priority.
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COLLECTOR kaptainmyke private msg quote post Address this user
I really expected a positive change in management and logistics after everything last year.
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Collector xkonk private msg quote post Address this user
@kaptainmyke #soon
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Collector sportshort private msg quote post Address this user
@BigRedOne1944, There is no doubt that you are 100% correct. Unfortunately this is a constant running theme throughout many of these threads. I am not kidding when I say the the customer service (or lack thereof) issues can be resolved super easily.
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Collector Paint_Monk private msg quote post Address this user
Quote:
Originally Posted by sportshort
@BigRedOne1944, There is no doubt that you are 100% correct. Unfortunately this is a constant running theme throughout many of these threads. I am not kidding when I say the the customer service (or lack thereof) issues can be resolved super easily.


All they'd need to do is spend some money to update the control panel system so that it reflects accurate information. But in an earlier thread, I believe, that was ruled as not cost effective.
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Collector sportshort private msg quote post Address this user
Quote:
Originally Posted by Paint_Monk
Quote:
Originally Posted by sportshort
@BigRedOne1944, There is no doubt that you are 100% correct. Unfortunately this is a constant running theme throughout many of these threads. I am not kidding when I say the the customer service (or lack thereof) issues can be resolved super easily.


All they'd need to do is spend some money to update the control panel system so that it reflects accurate information. But in an earlier thread, I believe, that was ruled as not cost effective.


What I am to understand from your comment is that neither Beckett nor CBCS are willing to invest in repairing this glaringly awful easily repairable issue!
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Collector 50AE_DE private msg quote post Address this user
While customers are upset at not being able to get in contact with someone to help with their service issues, at least others can see their books passing through the grading desk.
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COLLECTOR Towmater private msg quote post Address this user
Was there ever an update by the OP of the thread on the issues and anything CBCS is doing to fix the situation?
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Collector comic_book_man private msg quote post Address this user
@cojo you're not alone, I left over 20 voicemails for Roe and Kendra. Emails? At least a dozen. Eventually Steve called me but I didn't even bother calling him back because it was so bad. My level of care for CBCS dropped drastically. I'm waiting for a turn around, just dont give them your business until they acknowledge and address it.
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CBCS Darryl_H private msg quote post Address this user
Quote:
Originally Posted by comic_book_man
@cojo you're not alone, I left over 20 voicemails for Roe and Kendra. Emails? At least a dozen. Eventually Steve called me but I didn't even bother calling him back because it was so bad. My level of care for CBCS dropped drastically. I'm waiting for a turn around, just dont give them your business until they acknowledge and address it.


Invoice number?
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Collector DrWatson private msg quote post Address this user
Quote:
Originally Posted by comic_book_man
Eventually Steve called me but I didn't even bother calling him back because it was so bad.

This reminds me of a story.

A man was trapped on the roof of his home during a flood. He prayed to God to rescue him from the rising waters. A man is a canoe came by and asked the man if he needed help. He said, "No, I'm waiting for God to rescue me." The man in the canoe padded on his way. The water continued to rise.

The man again asked God to rescue him. Shortly, a man in a motor boat came by and asked the man if he needed help. He said, "No, I'm waiting for God to rescue me." The man in the motor boat sped along on his way. The water continued to rise.

By this time, the water was just below the man's chin. The man asked again for God to rescue him. Shortly, a helicopter flew over and asked the man if he needed help. He said, "No, I'm waiting for God to rescue me." The helicopter pilot flew on his way. The water continued to rise and the man drowned.

When he arrives at the gates of Heaven, it is with a broken spirit. He says to St. Peter, "I thought God would grant me a miracle and rescue me. I have been let down." St. Peter chuckled and responds, "Let down? He sent you two boats and a helicopter."
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Collector comic_book_man private msg quote post Address this user
Quote:
Originally Posted by Darryl_H
Quote:
Originally Posted by comic_book_man
@cojo you're not alone, I left over 20 voicemails for Roe and Kendra. Emails? At least a dozen. Eventually Steve called me but I didn't even bother calling him back because it was so bad. My level of care for CBCS dropped drastically. I'm waiting for a turn around, just dont give them your business until they acknowledge and address it.


Invoice number?


We already went through this Darryl... lol - you already tried to help but then said it exceeded your powers.
Post 21 IP   flag post
CBCS Darryl_H private msg quote post Address this user
Looking back at my messages, I see we have indeed spoken on this before, a few months ago.

Is this is about this same issue?

This issue was resolved and the reasoning was communicated and explained to you.

Is this not correct? If not I can gladly have customer service speak with you tomorrow.
Post 22 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by comic_book_man
Quote:
Originally Posted by Darryl_H
Quote:
Originally Posted by comic_book_man
@cojo you're not alone, I left over 20 voicemails for Roe and Kendra. Emails? At least a dozen. Eventually Steve called me but I didn't even bother calling him back because it was so bad. My level of care for CBCS dropped drastically. I'm waiting for a turn around, just dont give them your business until they acknowledge and address it.


Invoice number?


We already went through this Darryl... lol - you already tried to help but then said it exceeded your powers.


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Collector EbaySeller private msg quote post Address this user
I honestly have never had a customer service issue with CBCS. I have submitted 8 orders over 5 years and never an issue. Don't know if I'm just the fortunate one or if my expectations are just different.

I know that when I sell graded books on Ebay I get messages from people all the time asking me to take additional pictures at various angles or add my own subjective descriptions regarding the books. I think to myself "that's why I pay to have them graded" and the few times I responded initially those people never actually purchased from me. I now ignore those people because they probably operate at a level of particularity that I would rather not get involved with...what we call "high maintenance". I'm wondering if that is the situation with some of these customer service complaints...are these folks who just operate at a level of expectations that are somewhat unreasonable and simply not going to be fulfilled as a customer service issue?
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Collector sportshort private msg quote post Address this user
@EbaySeller,

don't know if you're right, but i can speak for my own situation. i sent in a single book that i needed Stan Lee's signature authenticated on a spider-man variant. after they updated my dash board, i could see that there was some mis-information so I called and mentioned my concern to customer service through and email and customer service aid that i didn't have to worry as their software had some issues and that i would get my book with the proper information. When my book arrived it had the very issue that i was trying to correct. i called and the person from India said that he could not help me but that i would get a call in an hour or two, this was a few months ago and I am still waiting. so I emailed customer service and i got a response with the person asking me for pics (along with the original email where i pointed out that the information was wrong) to confirm that a mistake was indeed made. I sent them and then I waited, a couple of days later re-sent the email and asked if I should be expecting an email with further instructions then i waited. a few days later I send the email again and added, if i should be expecting a response telling me how to proceed then i waited. i started sending my annoying email a couple more times but I cc'd beckett, Finally someone in customer service responded with "what's this?" (even though if your read my email from the beginning the issue was right there in front of them. So i sent another email stating that if they read the email from the bottom they would know what this was about. finally someone called me and explained what I needed to do. I don't know if this is considered good customer service by some but not by me. they did take care of my issues without further frustration but i'll tell you what, i was ready to bail after this fiasco. from what i've read, my story is not the worst, by a long shot.

I will be staying put with CBCS because I like their product and I've been blessed with not having to use their incredibly terrible customer service department, Lastly, i really enjoy the people on these forums.

I did not want to re-hash my personal issue but I did not want you to have the impression that everyone just exaggerates their situation.
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Collector EbaySeller private msg quote post Address this user
Quote:
Originally Posted by sportshort
i called and the person from India said that he could not help me but that i would get a call in an hour or two, this was a few months ago and I am still waiting.


I do have to agree that when the first required step is a communication to India, it probably greatly increases the chances that step 2 will go poorly. The first recipient of a customer service concern should have direct access to someone who has the authority to make a final decision and facilitate a solution.
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Collector sportshort private msg quote post Address this user
Quote:
Originally Posted by EbaySeller
Quote:
Originally Posted by sportshort
i called and the person from India said that he could not help me but that i would get a call in an hour or two, this was a few months ago and I am still waiting.


I do have to agree that when the first required step is a communication to India, it probably greatly increases the chances that step 2 will go poorly. The first recipient of a customer service concern should have direct access to someone who has the authority to make a final decision and facilitate a solution.


Preach!
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Collector comic_book_man private msg quote post Address this user
Quote:
Originally Posted by Darryl_H
Looking back at my messages, I see we have indeed spoken on this before, a few months ago.

Is this is about this same issue?

This issue was resolved and the reasoning was communicated and explained to you.

Is this not correct? If not I can gladly have customer service speak with you tomorrow.


Yeah...that's definitely not the case.
But at this point CBCS customer service was an absolute nightmare. Steve called too, but I gave up before returning his call.

There is nothing you can do to fix this unless you can refund me the $50 I'm owed. I still have the audio recording, before Kendra decided to funny the numbers.

It's an ugly situation, not to mention one of my books wasn't pressed when it had a variety of press-able defects. #screeningfail

I'll keep you in the loop if I ever get the courage to submit again.
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Collector comic_book_man private msg quote post Address this user
Quote:
Originally Posted by Darryl_H
Looking back at my messages, I see we have indeed spoken on this before, a few months ago.

Is this is about this same issue?

This issue was resolved and the reasoning was communicated and explained to you.

Is this not correct? If not I can gladly have customer service speak with you tomorrow.


But for the record, you and every other forum CBCS member has been great to deal with, and I appreciate the support.

The problem lies in the 3rd party outsourcing for your phone number, and your egg-headed billing people (Kendra is the 1st worst, Roe 2nd worst) who don't understand basic math. I also was very displeased with the press screening process.

I am owed $50, and you can search for my forum post with the full break down of what I was charged for but never received.

None the less, that is my last experience with CBCS - so it will linger until I otherwise resubmit successfully without so many issues. Until then!
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COLLECTOR Studley_Dudley private msg quote post Address this user
Quote:
Originally Posted by EbaySeller
I honestly have never had a customer service issue with CBCS. I have submitted 8 orders over 5 years and never an issue. Don't know if I'm just the fortunate one or if my expectations are just different.


I'm with you. Any interactions that I've had with customer service have been positive, and promptly resolved. The most recent being in February. Maybe we're just the outliers here.
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