No QC and bad customer service spells disaster for CBCS10125

Originally Posted by EbaySeller
Quote:

Originally Posted by Siggy
If I had to subject my books to the all too-well-known risks of shipping again because of a reoccurring error, only to learn I need to do it again because the same error occurred again, I'd be effing pissed off.

But here's the thing: The OP indicates spending thousands of dollars with CBCS. If that's the case, then the demise of the company and subsequent hit to the brand would presumably have a negative impact on Tens of Thousands of dollars in comics for him alone. It would hurt him, me and presumably you as well as millions of dollars worth of CBCS graded comics. So why the ramped-up rhetoric over label misspellings in a public forum? I understand disappointment and frustration but how can people allow emotion to cause them to work so blatantly against their own best interest? These are public comments that can be found by potential customers. The demise of CBCS would be very disruptive and expense for me and most of us on this forum. When you post comments like the one below, you aren't predicting demise, you are encouraging it:

Their grading is subjective at best, they have terrible customer service that offers no answers other than, "We will solve the issue," which they have proven themselves incapable of doing. Save your money, these guys are no experts.

It's fine to voice complaints and advocate for improvements. But when you go to extremes like this with inflamatory rhetoric you are no longer an ally, you are an adversary. Why treat him as anything else? So now he's saying not going to use CBCS anymore and encouraging others to do the same. Also not going to use CGC. Well good luck with plan C. It was a misspelling of a name on a label! Yes twice. Even three times. Frustrating and disappointing to be sure. But don't burn down the apartment building to force the landlord to make improvements...we all have to live here!

Originally Posted by Marximus
If complaints aren't voiced against poor customer service, improvements will never be made.

Originally Posted by Musicmansell78
@BigRedOne1944 I get it, it's a paradox. I want to have faith in their expertise and QC and customer service, but it is really hard when this is the example. I have gone to bat for CBCS in a lot of comic communities so it's not like I am anti what they do. But, I can not deny what has happened and I am one of those guys where I will give you second, and even third chances, but at some point you have to say this isn't in my best interest, or you are just burning yourself.

Originally Posted by Musicmansell78
******UPDATE********

I wanted to take a moment and give an update, and give credit where credit is due. I finally received my book back, with all names spelled correctly. While my confidence in the customer service was shaken, I should also say that both Darryl and Kendra are, in fact, experts at what they do, and CBCS is lucky to have them. They both helped me at the show getting everything signed and verified, and filling out all the paperwork. When Darryl saw this post up here, he contacted me and got me in touch with Kendra via email at the company. After several email discussions I felt better about the steps being taken to improve the customer service, and safe in returning my book one more time for re-labelling. She personally took care of the issue and got it back to me very fast. If I see a CBCS booth with those two behind the counter, I would feel confident handing them my books in the future.

Originally Posted by Mountie73

On a side note: Customer Service will never get better until it is in Texas and out of India. That, in my opinion, is what is doing the most damage.

Originally Posted by Darkseid_of_town
As I had understood from a few postings via CBCS their customer service is not "in India" . As I understood the response posted they had stated that incoming calls that are overflow or occur at hours when their regular response people aren't able to handle them are indeed routed to a service in India...but I am not of the mind that means their customer service is "in India" Its basically a live answering service and that is all...the intent being so you get a live person rather than a recording.
I do agree the best answer would be to get people hired, staff and build the ability to field calls, and handle incoming customer concerns rather than erecting a catch all and leaving it in place though

Originally Posted by Darkseid_of_town
that's what was posted, by someone or other in explaining the calls to India thing, I cannot speak to personnal experience however. Others seem able to at times reach customer service members or get people on the line from reading the posts, so it seems a mixed thing ...I keep seeing the name Kendra, and there is a Darryl here in the forum who seems to run down a lot of the issues, so I have to guess neither of those people are operating from India , lending credence to the idea there is some form of customer service operating within the boundaries of the contiguous united states.