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Collector Paul private msg quote post Address this user
Greetings
I’m wondering why I can’t get my comics or a retuned phone call from CBCS. Despite Months of calls and numerous promises from a call centre in India I can’t get a call back. What’s going on?
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Collector HulkSmash private msg quote post Address this user
Did you email them directly?
customerservice@cbcscomics.com

There seems to a disconnect between the “call center” and CBCS. There have been plenty of similar post about not getting call backs.

I’m sure @Darryl_H will chime to help you get it sorted out.
Post 2 IP   flag post
COLLECTOR dielinfinite private msg quote post Address this user
@Paul as for where your comics are, assuming you submitted your books through CBCS’ Canada office, it is currently in limbo due to the border closure with Canada. CBCS released a statement last week regarding their plans for relieving the backlog but it hasn’t borne fruit yet.

Additionally, if you happened to submit books for pressing, regardless of whether you submitted through CBCS Canada, it is another ridiculous backlog; currently something like 8-9 months.

So good luck getting in contact with customer service. Definitely take @HulkSmash’s advice but maybe that might answer your question
Post 3 IP   flag post
Collector r_kruss private msg quote post Address this user
I submitted two (modern) comics to Dallas (I live in the U.S.) in early June to be pressed and graded, and I had them in my hands in just over a month. I paid for fast pass and fast pressing.
Post 4 IP   flag post
Collector Paul private msg quote post Address this user
The entire story is that over a year ago I sent 20 comics in for signature verification. When I finally got them back 19 of the cases were damaged, scratches from the oils that were used to snap the cases together. After a few more calls and messages I was told to resubmit them. Both times I sent the package directly to Texas from Canada. These books only needed to be re-cased and should have been returned LONG before Covid. After not receiving them I started calling weekly then 2-3 times per week as well as emails. Never have I received a response to my emails. Despite countless promises from the call centre in India not once have I received a call back from CBCS. If I ran my comic store like this I would soon be out of business. In the end I needed to buy a customer a signed ASM 300 because he wasn’t willing to wait for his comic anymore. These books should never have been sent to Ontario as I sent them directly to Texas from my store. They were not delayed by Covid because they should have been returned long before that. My customers should not have to pay for this service. Since I can’t seem to get a response of any sort from CBCS does anyone have any suggestions for me? Is there legal action I can take? How many different ways can I share This experience with other stores or collectors that are considering using CBCS?
Post 5 IP   flag post
Collector KatKomics private msg quote post Address this user
@Paul sorry about your experience but honestly it seems like an outlier. I've only ever submitted 40/50 some odd books with about 30 of them with CBCS. CGC took about 7 months (no pressing) and my dealings with CBCS have been 5 weeks door to door except for when using pressing which then goes for months and months, with no issues from either company with lost/missing/damaged books (I always go above and beyond when shipping but often hand off at conventions and the return packages have always been more than adequate).

Hopefully someone can offer you the answers you are seeking -it is likely that the books are safe and sound somewhere in the chain.
Post 6 IP   flag post
Collector Paul private msg quote post Address this user
@KatKomics I would like to think you are correct but this process has been more than a year and the inability to speak with anybody from CBCS or get any sort of response does not inspire confidence.
Post 7 IP   flag post
Collector Steverogers11 private msg quote post Address this user
I’m sure u will get a message from Steve soon
Post 8 IP   flag post
Collector Paul private msg quote post Address this user
Quote:
Originally Posted by Steverogers11
I’m sure u will get a message from Steve soon
I found his contact info on another thread and messaged him directly so I will update this thread if that happens.
Post 9 IP   flag post
Collector Instant_Subtitles private msg quote post Address this user
@Paul It would have helped if you gave clear and accurate details. Because the #1 rule I was taught is to make sure all communication is both clear and direct. Not just with clients or other businesses, but also those you are trying to get answers from.

In all cases, what I got out of what you said has me wonder the following. And please note that I am asking so I can understand your scenario better.

But why did you not come to the forums when things started to become an issue? It's the first thing many do in hopes of getting in contact with @sborock or @Darryl_H when it comes to this type of scenario. And they do respond almost immediately.

Plus it s the first thing I would have done if I was submitting comics that did not belong to me.

I'll skip the other stuff I am wondering about. And hopefully either person will ask you to email them directly, including the order number and everything else. Stuff that will allow them to track and see if they did receive it, etc.
Post 10 IP   flag post
Collector Paul private msg quote post Address this user
Quote:
Originally Posted by Instant_Subtitles
@Paul It would have helped if you gave clear and accurate details. Because the #1 rule I was taught is to make sure all communication is both clear and direct. Not just with clients or other businesses, but also those you are trying

In all cases, what I got out of what you said has me wonder the following. And please note that I am asking so I can understand your scenario better.

But why did you not come to the forums when things started to become an issue? It's the first thing many do in hopes of getting in contact with @sborock or @Darryl_H when it comes to this type of scenario. And they do respond almost immediately.

Plus it s the first thing I would have done if I was submitting comics that did not belong to me.

I'll skip the other stuff I am wondering about. And hopefully either person will ask you to email them directly, including the order number and everything else. Stuff that will allow them to track and see if they did receive it, etc.


I’m not sure what “details” you are referring to but when communicating with CBCS by phone and email I gave all the details pertaining to this submission. Perhaps I am old fashioned but I would have thought that a company would prioritize phone calls and emails above a message board. Like I said perhaps that is because of my age because this is the only forum I have ever joined. That is how desperate I am.
I appreciate you trying to shift the blame to me because you are some kind of advocate for CBCS but regardless of seeking out a forum or not should a company not respond to multiple phone calls and emails? Should they not make a priority out of correcting and returning a mistake which they are solely responsible for? Should they have changed the manner in which the product was supposed to have been returned just to save a few dollars? I hope you continue to have great experiences with CBCS and I am certain they appreciate your blind enthusiasm but PLEASE do not try to in any way blame this on me.
Post 11 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by Instant_Subtitles
@Paul It would have helped if you gave clear and accurate details. Because the #1 rule I was taught is to make sure all communication is both clear and direct. Not just with clients or other businesses, but also those you are trying to get answers from.

In all cases, what I got out of what you said has me wonder the following. And please note that I am asking so I can understand your scenario better.

But why did you not come to the forums when things started to become an issue? It's the first thing many do in hopes of getting in contact with @sborock or @Darryl_H when it comes to this type of scenario. And they do respond almost immediately.

Plus it s the first thing I would have done if I was submitting comics that did not belong to me.

I'll skip the other stuff I am wondering about. And hopefully either person will ask you to email them directly, including the order number and everything else. Stuff that will allow them to track and see if they did receive it, etc.


I don't think this is common knowledge for people who aren't members of this message board. Most people will contact CBCS directly about any issues, just like any other business, not knowing that they'll get a better response if they post their complain on the board. If this is how they handle complaints, have customers go to their message board, then why don't they post that on their main page?

It seems there are at least two or three complaints such as what the OP is experiencing, lack of follow thru from CBCS customer service department to address a customers concern, every month. What the OP is experiencing isn't anything new. Their customer service line sounds unhelpful and has been pissing off customers for over a year.

The issue isn't because Paul isn't clear with his communication, it's because CBCS is dropping the ball when it comes to CARING for their customers. Complaints shouldn't have to get to Steve's level to get things moving. Just because Steve or Daryl can help move this along is not an example of great service. It's an example of them putting out a fire their service department started.
Post 12 IP   flag post
Collector EbaySeller private msg quote post Address this user
@Paul I just sent you a Private Message that may be helpful.
Post 13 IP   flag post
Collector Instant_Subtitles private msg quote post Address this user
Quote:
Originally Posted by Paul
I appreciate you trying to shift the blame to me because you are some kind of advocate for CBCS but regardless of seeking out a forum or not should a company not respond to multiple phone calls and emails?


Using defamation as a means of deflecting the facts is not a good move anywhere, Paul. Especially when you have confessed that you are not the only victim in this ordeal.

In all cases I will be courteous by answer your question with something you already said: "If I ran my comic store like this I would soon be out of business. In the end I needed to buy a customer a signed ASM 300 because he wasn’t willing to wait for his comic anymore."

Meaning that if I wanted to shift any blame on you, I could have used that statement. Among every vague detail you have posted here. But instead I gave you a chance to explain what kept you from doing this sooner. Which could have been work, family, stress, or something else.

And for the record, I did two freelance articles for Beckett's DBZ magazine between 1999-2001. So I know what you went through. So I will end things with that instead of addressing the new issue you have created here.
Post 14 IP   flag post
Collector Instant_Subtitles private msg quote post Address this user
Quote:
Originally Posted by 50AE_DE
I don't think this is common knowledge for people who aren't members of this message board. Most people will contact CBCS directly about any issues, just like any other business, not knowing that they'll get a better response if they post their complain on the board. If this is how they handle complaints, have customers go to their message board, then why don't they post that on their main page?


I want to agree since it is one of those rookie mistakes people can, and will, make. But in this particular case, I cannot. Simply because Paul said that he was running a business. And since time always equates to money being lost or made, knowing all means of contacting another business should be priority #1. Especially when that business is shipping off property that does not belong to them.

Quote:
Originally Posted by 50AE_DE
It seems there are at least two or three complaints such as what the OP is experiencing, lack of follow thru from CBCS customer service department to address a customers concern, every month. What the OP is experiencing isn't anything new. Their customer service line sounds unhelpful and has been pissing off customers for over a year.


Which is why I limited my question to what I asked. Because realistically, Paul also stated that he was submitting 2-3 emails a week atop of the phone calls. Not only does that take away any personal time he needs, he is also taking away time he could spend in regards to his own business.

And that is something I deal with every day thanks to both my environment and disability not being compatible. Hence why I also know that clear communication is the fastest way to resolving anything.

Quote:
Originally Posted by 50AE_DE
The issue isn't because Paul isn't clear with his communication, it's because CBCS is dropping the ball when it comes to CARING for their customers. Complaints shouldn't have to get to Steve's level to get things moving. Just because Steve or Daryl can help move this along is not an example of great service. It's an example of them putting out a fire their service department started.


And yet, he said the following: "In the end I needed to buy a customer a signed ASM 300 because he wasn’t willing to wait for his comic anymore."

Meaning that if he did not admit that he was responsible for the handling of a third party's time and product. So replacement or not, he did it to his customer while CBCS did it to him. Which is all I am going to say since there are websites that can explain this better than I can.
Post 15 IP   flag post
Collector Steverogers11 private msg quote post Address this user
The forum is the only customer service
Post 16 IP   flag post
Collector xkonk private msg quote post Address this user
Having the forum serve as a primary avenue (if not the primary) for customer service is one of CBCS' worst aspects, and it's a terrible one.
Post 17 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by xkonk
Having the forum serve as a primary avenue (if not the primary) for customer service is one of CBCS' worst aspects, and it's a terrible one.


I agree. Imagine how many customers wind up just waiting for a response back from CBCS because they called their "Customer Service Department" expecting them to get off their ass and get something done, but eventually give up on trying to pursue their books and not realizing that this site is where they should have gone to get their issue resolved.
Post 18 IP   flag post
Collector GAC private msg quote post Address this user
It is true....this forum (and probably FB as well) should not be the avenues where solutions are provided.....certainly not the primary avenues. The tel# and email address should be primary. .if not for the sole reason of this forum and FB are public.
Post 19 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by Instant_Subtitles
Quote:
Originally Posted by 50AE_DE
The issue isn't because Paul isn't clear with his communication, it's because CBCS is dropping the ball when it comes to CARING for their customers. Complaints shouldn't have to get to Steve's level to get things moving. Just because Steve or Daryl can help move this along is not an example of great service. It's an example of them putting out a fire their service department started.


And yet, he said the following: "In the end I needed to buy a customer a signed ASM 300 because he wasn’t willing to wait for his comic anymore."

Meaning that if he did not admit that he was responsible for the handling of a third party's time and product. So replacement or not, he did it to his customer while CBCS did it to him. Which is all I am going to say since there are websites that can explain this better than I can.


He did that because he had to take care of his customer which means he took responsibility of the issue. I work in customer service and I know that if a vendor screws up a customer's order I will work with the vendor to resolve the issue. If that doesn't work then I will do what I can to make the customer whole, and then address the issue with the vendor afterwards. That to me sounds like what Paul did and he did the right thing to keep that customer relatively happy by getting him something back that was similar to what he sent in.

It sounds like CBCS was giving him the runaround and Paul's customer got tired of having to wait so he took the hit for it. You're right about "having clear communication is the fastest way to resolve anything" because that is something CBCS has been struggling with between them and their call center for quite some time.
Post 20 IP   flag post
CBCS Darryl_H private msg quote post Address this user
Quote:
Originally Posted by Paul
Greetings
I’m wondering why I can’t get my comics or a retuned phone call from CBCS. Despite Months of calls and numerous promises from a call centre in India I can’t get a call back. What’s going on?


Do you have a invoice #?
Post 21 IP   flag post
Collector Paul private msg quote post Address this user
@Instant_Subtitles thank you for your warm and generous introduction to the world of forums / message boards. It is hard to imagine why myself and others have not sought out these forms of communication sooner.
Post 22 IP   flag post
Collector Paul private msg quote post Address this user
@Darryl_H PM sent
Post 23 IP   flag post
Collector Siggy private msg quote post Address this user
Quote:
Originally Posted by Paul
@Instant_Subtitles thank you for your warm and generous introduction to the world of forums / message boards. It is hard to imagine why myself and others have not sought out these forms of communication sooner.

Because you shouldn't need to. A company with a Customer Service staff relying on its message board to learn of internal problems is ridiculous.
Post 24 IP   flag post
Collector Paul private msg quote post Address this user
Looks Like I posted this 10 days ago but I still have not received an answer from @Darryl_H or @sborock in this thread or via private message. Does anybody have any other suggestions for getting an answer regarding where my books are?
Post 25 IP   flag post
Collector GAC private msg quote post Address this user
@Paul if you sent your books to CBCS Canada contact spaulus@cbcscomics.com

if sent directly to Texas contact customerservice@cbcscomics.com
Post 26 IP   flag post
Collector Paul private msg quote post Address this user
@GAC Sadly I have contacted both of these. Just to recap, I have emailed, phoned and now forumed with no answers. What a nightmare!
Post 27 IP   flag post
Collector GAC private msg quote post Address this user
@Paul Where did you send your books? Oakville or Texas?
Post 28 IP   flag post
Collector 50AE_DE private msg quote post Address this user
I thought Darryl was supposed to be the "go-to" guy when CBCS customer service department drops the ball.
He has already responded in this thread. It's really sad that they're taking so long to respond to Paul even when the complaint is taken to the message board which apparently is the only way to escalate a concern.

Where are people supposed to go if they're not responding to their own message board? I hope you get this problem resolved soon Paul.
Post 29 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by Paul
Looks Like I posted this 10 days ago but I still have not received an answer from @Darryl_H or @sborock in this thread or via private message. Does anybody have any other suggestions for getting an answer regarding where my books are?


I'm not sure how much you want to escalate this, but have you posted your poor experience to any of CBCS's other social media sites? Have you filed a complaint with the Better Business Bureau? Maybe post your poor experience on their Yelp page so that more people can learn from your experience. I'm sure there are many more things you can do to get them to respond to your concerns, but these are just some of the things I've heard that people do if they have problems with eBay sellers and CGC.
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