Not a CBCS member yet? Join now »
CBCS Comics
Not a CBCS member yet? Join now »

Order from Last August still not received12508

Collector wtbmok private msg quote post Address this user
I understand that I am in Canada and Covid-19 does make thing slower but 11 months is how long I've been waiting for my comics to be graded
Post 1 IP   flag post
COLLECTOR dielinfinite private msg quote post Address this user
CBCS’ Canada office has been closed due to the border closure between the US and Canada due to the pandemic. CBCS has said they are trying to ship out orders that are at the Canada office but I haven’t heard from users that that has started yet.

Here is a forum thread on the subject

Were your books submitted for pressing? That also has a ridiculous turnaround time at the moment. What does the status on your dashboard say? Here is information on tracking your order.
Post 2 IP   flag post
Collector cyrano0521 private msg quote post Address this user
Did you check in their computers? They could just be “stuck” in Oakville. Send an e-mail to Steve Paulus with your invoice # and he should be able to let you know.
Post 3 IP   flag post
Collector wtbmok private msg quote post Address this user
Status is billing, and no pressing
Post 4 IP   flag post
Collector wtbmok private msg quote post Address this user
Emailed Steve many times
Post 5 IP   flag post
Collector KatKomics private msg quote post Address this user
if in Oakville they are working on getting them sent out...if still in Dallas they will send back via FedEx, until such time as the border re-opens (2021!!??)
Post 6 IP   flag post
Collector wtbmok private msg quote post Address this user
2 year grading lol
Post 7 IP   flag post
Collector Siggy private msg quote post Address this user
Quote:
Originally Posted by wtbmok
Emailed Steve many times


He's posted at least 3 times over the last 2 days here on the forum about the cool books that hit his grading desk.
How odd.
Post 8 IP   flag post
CBCS President sborock private msg quote post Address this user
Quote:
Originally Posted by Siggy
Quote:
Originally Posted by wtbmok
Emailed Steve many times


He's posted at least 3 times over the last 2 days here on the forum about the cool books that hit his grading desk.
How odd.

Steve Paulus handles Canada in Oakville, I do not. The emails were for Paulus.
Post 9 IP   flag post
Collector Siggy private msg quote post Address this user
Apologies.
Best of luck, OP. What a headache.
Post 10 IP   flag post
Collector Edge328 private msg quote post Address this user
Something isn’t right there, the books we submitted through Oakville from SaskExpo in the middle of September were back to customers at the end of November, way before COVID affected anything.
Post 11 IP   flag post
Collector cyrano0521 private msg quote post Address this user
Status “billing” sounds like they might have some issue with payment method, try direct Customer Service, instead.
Post 12 IP   flag post
Collector Edge328 private msg quote post Address this user
It’s absolutely insane that we’re still being told to contact Steve Paulus at this point, it’s like the guy doesn’t even exist when you try to do so. The customer service for us here is abysmal.
Post 13 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Lack of communication and poor follow thru leads to substandard customer service. Once again the message board comes thru where phone calls and emails didn't, only this time the OP is directed to email someone else.
Post 14 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by wtbmok
2 year grading lol


Sorry to hear about the horrible service you received. At least you may get your books back with the new slab or a future version.
Post 15 IP   flag post
Collector cyrano0521 private msg quote post Address this user
Quote:
Originally Posted by 50AE_DE
Lack of communication and poor follow thru leads to substandard customer service. Once again the message board comes thru where phone calls and emails didn't, only this time the OP is directed to email someone else.


Well, i do not work for CBCS, although i would like to; cannot afford the pay cut. Anyway, i couldn’t remember the name to be able to tag. @Darryl_h i think is the right guy to get help, if stuck in billing after so long.
Post 16 IP   flag post
Collector Haljordanfan private msg quote post Address this user
How does the President of the US division help with Customer service questions?

This makes zero sense to me. I hire CSR’s for this kind of matter. His time should be about running the business, pushing ideas and architecting the development of products that will lead the company into the future.

Not helping “Tom” from Wichita with his shipping needs. If that’s the case and you’re paying hundreds of thousands of $ per year to make this go smoother, please hit me up and I’ll make that happen for you.
Post 17 IP   flag post
Collector Haljordanfan private msg quote post Address this user
Lastly, 7/10 times it’s not the customer service department being the issue. It’s Operations, the departments aren’t communicating properly and then simply do the pointing fingers routine. If that’s the case, you need to fix the culture of the company and its mission. Hard work, but it can be done.

Not that? Maybe it’s a $$$$ problem, the company is underfunded and can’t fill the proper positions and just “gets by” with subpar employees.
Post 18 IP   flag post
Collector Bronte private msg quote post Address this user
I've found that in my experience, offices dont work as smoothly as they do on TV. Management is crippled by doing things the way its always been done. The innovators are met with criticism about costs and how difficult it's going to be to implement.

While I have no idea how CBCS is run, it appears it does have some very good people in the ranks. It just needs someone to start taking risks to take the business past the "old way" kinda worked mentality.
Post 19 IP   flag post
CBCS Darryl_H private msg quote post Address this user
Quote:
Originally Posted by wtbmok
I understand that I am in Canada and Covid-19 does make thing slower but 11 months is how long I've been waiting for my comics to be graded


Invocie #?
Post 20 IP   flag post
Collector 50AE_DE private msg quote post Address this user
Quote:
Originally Posted by Haljordanfan
How does the President of the US division help with Customer service questions?

This makes zero sense to me. I hire CSR’s for this kind of matter. His time should be about running the business, pushing ideas and architecting the development of products that will lead the company into the future.

Not helping “Tom” from Wichita with his shipping needs. If that’s the case and you’re paying hundreds of thousands of $ per year to make this go smoother, please hit me up and I’ll make that happen for you.


I completely agree. I found it very strange that Steve has to get involved with service complaints when they should already have people in place to take care of that. It just sounds like poor communication and work ethics for dropping the ball so many times.
Post 21 IP   flag post
Collector GAC private msg quote post Address this user
I can guarantee that for every complaint you hear there's 1000 submissions that are completed without a problem.
Post 22 IP   flag post
Collector 50AE_DE private msg quote post Address this user
That may or may not be the case, but the way the OP, and Paul from the other thread, should never have to feel like no one from CBCS is listening to them.
Post 23 IP   flag post
Collector steveinthecity private msg quote post Address this user
“... for every 26 unhappy customers, only 1 will bother to make a formal complaint. The rest will either stay where they are disappointed or will silently take their business elsewhere.

“...96% of unhappy customers don’t complain, 91% of those will simply leave and never come back.
Post 24 IP   flag post
Collector Siggy private msg quote post Address this user
Quote:
Originally Posted by GAC
I can guarantee that for every complaint you hear there's 1000 submissions that are completed without a problem.

I thought you were going to say, "... there's 1000 complaints you don't hear." lol

But I agree, it isn't indicative of the way things are, though that's little consolation for anyone having the problem.
Post 25 IP   flag post
Collector GAC private msg quote post Address this user
No one's going to deny that there aren't issues that need to be addressed. I have 2 submissions right now at CBCS since January of this year. I get there are people waiting way longer than that. We're in a COVID world since March with the worlds longest undefended border closed. Nobody likes this situation but I can bet there are people at CBCS busting their @ss right now and others that can't do a single thing because of the border closure. The frustration is on both sides....that needs to be acknowledged. Books are not lost...they just aren't moving right now (on the Canada side).
Post 26 IP   flag post
Collector 50AE_DE private msg quote post Address this user
The issue is lack of communication and not following up with customers and their orders. Even with the border closure there is no excuse for not replying back to customers via email. In the past the majority of complaints were about the long wait time it took for CBCS to grade books. The complaints now seems to be not being able to get anyone to respond back to their customer's concerns.
Post 27 IP   flag post
Collector xkonk private msg quote post Address this user
CBCS is screwing the pooch on Canada. No, they can't control COVID or the border. But they can control how they respond to it, and customer service, and they aren't doing it well at all. Same thing with that signing where they said "we can't promise it but books should be done by June!". Come end of July and, surprise surprise, they don't have all the signatures because of COVID issues. These are unforced errors.
Post 28 IP   flag post
Collector Batman66 private msg quote post Address this user
I don't know if it's just an issue in Canada but every time I send an email, I get a response that day or the next. I prefer calling but they just tell me to send an email.
Post 29 IP   flag post
CBCS Darryl_H private msg quote post Address this user
Quote:
Originally Posted by Batman66
I don't know if it's just an issue in Canada but every time I send an email, I get a response that day or the next. I prefer calling but they just tell me to send an email.

Yes we prefer you email as it can be answered faster and tracked better in the system
Post 30 IP   flag post
325655 41 30
Log in or sign up to compose a reply.