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Customer Service does not reply or resolve issue10807

Collector wtbmok private msg quote post Address this user
Has anyone else experience slow or no replies from Customer Service? Send in my first order in August but still did not get it back, Send in a second order in September and does not show up on the Dashboard. Keep sending emails, calling and text messages but only get a reply once in a while but never a definitive answer to when the books are coming back or how come they don't show up on the Dashboard. It was quit a large order so getting a bit nervous, anyone one else have this experience
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Collector CatCovers private msg quote post Address this user
Not showing up on the dashboard would concern me. Depending on what you’re having done, they could just still be making their way through the process. I submitted an order in June for press/clean, VSP and grading; just got it back last week.
Post 2 IP   flag post
Collector KatKomics private msg quote post Address this user
same as @CatCovers
Except I handed over books in June and still are not back - has been in shipping for 2+ weeks!

Just sent another order in today - first time submitting through the mail.

I have tracking and max insurance through Canada Post which still didn't cover the full value, but it has tracking etc. Not fond of the CBCS Canada no online form...I mean it would be on your dashboard at least and tracking would let you know they received but you would still have to deal with the no/few order updates.
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Collector KatKomics private msg quote post Address this user
I was really hoping to hand the books off at the Oakville location but as you say - no response to email or phone messages.

Too bad - only a 30 minute drive from my home....
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Collector Dollarbill private msg quote post Address this user
Does the 2nd order show delivered to CBCS thru whatever shipping agent you used ?
Post 5 IP   flag post
Collector sportshort private msg quote post Address this user
Tons of stories like this. Usually (after a hella long time) it gets resolved.
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Moderator Jesse_O private msg quote post Address this user
@wtbmok PM sent
Post 7 IP   flag post
Collector sportshort private msg quote post Address this user
@Jesse_O to the rescue. That and many other reasons is why we need you around. Hoping you’re doing well.
Post 8 IP   flag post
Moderator Jesse_O private msg quote post Address this user
@sportshort LOL

I appreciate your comments, but I don't know if I rescue anyone. I just try to help when I can. As for my health, things are SLOWLY improving. Thanks for your concern.
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Collector cyrano0521 private msg quote post Address this user
Glad to hear there IS improvement; however slow, Jesse!

Dashboard issues can relate to incorrect e-mail address being entered. That’s what happened to my last order and keeps me from doing another.
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Collector sportshort private msg quote post Address this user
@Jesse_O, glad to hear you’re going in the right direction
Post 11 IP   flag post
Collector no1lufcfan private msg quote post Address this user
Well what can I say…….7 days since I reported problems with my 3 books sent in for VSP and pressing which have to be returned and still NO return label which is supposed to being sent to me...some Xmas pressie from CBCS
Post 12 IP   flag post
Collector flanders private msg quote post Address this user
It's strange that they haven't replied. It's also strange that I just sent customer service an email and they replied within 4 minutes...and it wasn't an automated message.
Post 13 IP   flag post
Moderator Jesse_O private msg quote post Address this user
The customer service issues, lately, really seem to be worse for foreign accounts than American. I'm wondering if that has anything to do with it.
Post 14 IP   flag post
Collector no1lufcfan private msg quote post Address this user
@flanders Don't get me wrong they have replied, although not since last Friday when I was told

"I'm waiting on our shipping team, and they are going to get back to me with a label to sent to you"

Now you will probably say I'm impatient but with all that's happened you may or may not think that they would get a move on. Ok I appreciate they are very busy but how long does it take to produce a shipping label.

I could have returned these books myself last Tuesday.
Post 15 IP   flag post
Collector no1lufcfan private msg quote post Address this user
@Jesse_O I've produced shipping labels for most of Europe and USA from my years on Ebay and it should not in all honesty be a problem.

Steve Ricketts to be fair has been quick to reply via PM and Jake who is dealing with my case has been good also. I’m probably just getting a bit miffed over this whole palaver
Post 16 IP   flag post
COLLECTOR Towmater private msg quote post Address this user
@no1lufcfan A customer is a customer no matter how far away. You've been a super fair customer and haven't ranted or raved about the condition your photos show your books were returned to you. If nothing else you'd think CBCS would expedite your books to see what if any issue(s) occurred and correct them based upon how understanding a customer you have been.
Post 17 IP   flag post
Collector no1lufcfan private msg quote post Address this user
@Towmater Thank you……...and I totally agree

My years in retail sales and management have taught me that ranting and raving is not the best way to resolve issues ....but then again
Post 18 IP   flag post
Moderator Jesse_O private msg quote post Address this user
Quote:
Originally Posted by no1lufcfan
@Jesse_O I've produced shipping labels for most of Europe and USA from my years on Ebay and it should not in all honesty be a problem.


I totally agree with you. Did they say how you should expect the label? Is it coming via email, regular mail, FedEx? Regardless, I would be miffed also if it happened to me.
Post 19 IP   flag post
Collector no1lufcfan private msg quote post Address this user
Quote:
Originally Posted by Jesse_O


I totally agree with you. Did they say how you should expect the label? Is it coming via email, regular mail, FedEx? Regardless, I would be miffed also if it happened to me.


I can only repeat what I heard from Jake :-

"I'm waiting on our shipping team, and they are going to get back to me with a label to sent to you"
which was last Friday. This email was in reply to my previous contact 2 days before that.

And surely to goodness the most efficient way would be via email.

Again in fairness they did initially try to get me to book it through their personal account with FedEx by giving me their account number but as I mentioned in a previous post FedEx wanted password and ID blah blah blah

Glad you appear to be on the mend btw 👍
Post 20 IP   flag post
Collector no1lufcfan private msg quote post Address this user
A repeat of what I posted in another thread but I thinks its worth saying

I just had a nice PM from Steve Ricketts...you cant ask for more than this

“I talked to Jake about your order and he said the shipping department had confusion on what they needed to do. I think we will have it resolved when they get in the office tomorrow morning. I'll follow up on it with Jake in the morning for you.

Have a safe holiday. We will get this resolved for you. I apologize for how slow it's moving, bit I assure you it will be taken care of.”
Post 21 IP   flag post
Collector Forbush private msg quote post Address this user
Quote:
Originally Posted by wtbmok
Has anyone else experience slow or no replies from Customer Service? Send in my first order in August but still did not get it back, Send in a second order in September and does not show up on the Dashboard. Keep sending emails, calling and text messages but only get a reply once in a while but never a definitive answer to when the books are coming back or how come they don't show up on the Dashboard. It was quit a large order so getting a bit nervous, anyone one else have this experience


I'm still waiting on one book from June for a press/screen. My books just for grading I got back before the end of summer, but this one has never shown up anywhere. Sent a PM to someone here, never responded, spoke to someone on the phone and sent in an image of my form and never got back to me.
More than 6 months and nothing ever on my dash or anything else about the one book. Little frustrated....
Post 22 IP   flag post
Collector no1lufcfan private msg quote post Address this user
@Forbush I feel for you I truly do but persevere and you will get a response from someone
Post 23 IP   flag post
Collector comic_book_man private msg quote post Address this user
@wtbmok it's on going, I have had numerous issues with quality assurance to basic customer service processes being completely ignored.

You are not alone, CBCS has much work to do in 2020.
Post 24 IP   flag post
Collector comic_book_man private msg quote post Address this user
Quote:
Originally Posted by sportshort
@Jesse_O to the rescue. That and many other reasons is why we need you around. Hoping you’re doing well.


The forum CBCS guys are a whole different animal than the day-to-day employees. I cant put my finger on why there are so many missteps, other than Beckett cutting corners to maintain profit. The CBCS Billings team cant do basic bath, and the jack-of-all-trades mindset is too prominent. Too many people doing too many things!!
Post 25 IP   flag post
Collector wtbmok private msg quote post Address this user
Quote:
Originally Posted by Jesse_O
@wtbmok PM sent


I've actually messaged her already as well
Post 26 IP   flag post
CBCS Darryl_H private msg quote post Address this user
Quote:
Originally Posted by comic_book_man
@wtbmok it's on going, I have had numerous issues with quality assurance to basic customer service processes being completely ignored.

You are not alone, CBCS has much work to do in 2020.


Everyone at CBCS knows we have work to do, and we plan to get things corrected in 2020. Everyone who was with us last year at this time knows, it was a complete mess, and CBCS worked hard to correct those issues, and we know we are far from done.
Post 27 IP   flag post
Collector dpiercy private msg quote post Address this user
FedEx sucks right now, as an aside. EXTREMELY slow; so there’s that now, too.
Post 28 IP   flag post
Collector cyrano0521 private msg quote post Address this user
Right NOW? Everyone doing transport sucks, but they are doing their best. Busiest season of the year...
Post 29 IP   flag post
Collector wtbmok private msg quote post Address this user
Quote:
Originally Posted by cyrano0521
Right NOW? Everyone doing transport sucks, but they are doing their best. Busiest season of the year...


My order was sent in August
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