Customer Service Complaint/Missing Books from my Order 21-2F46F9A15893
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jackblankenship private msg quote post Address this user | |
| Hello CBCS members and (hopefully) staff; I'm reaching out here because I've had success going this route in the past... I recently submitted (8/24/21) an order with 10 (TEN) books. 4 (Four) VSP, 5 (Five) 2-Day Modern, and 1 (One)Quickstream Silver Age Book. My 2-Day Moderns and the Quickstream came back SUPER Quick (8/30/21). It was awesome. Thank you. The VSPs DID NOT come back with the rest and are not showing in my dashboard, yet the page is showing the full order as "complete". I waited a few weeks thinking maybe they would appear once verified. No luck. I sent an email to customer service on 9/11/21 and received no reply. I waited a week and a half and sent ANOTHER email to customer service on 9/20/21. No reply. I waited four days for a reply to the email, then called the "customer service" number. It was completely useless. They told me they couldn't see any of my orders and that I would need to contact Dallas by writing an email. I told them I had done that, and they told me to just wait. I asked for a phone number to Dallas and they declined. Two of the VSP books belong to my friends; I had been raving about how superior CBCS has been to CGC lately and how great the VSP service is. Now their books are gone and I'm getting no response. A couple of those books are worth several hundred bucks, and that kind of cash means a lot to them. Can someone please look into this for us? The order number 21-2F46F9A shows as "Complete" on my dashboard, but the VSP books, which I KNOW were in the same box shipped to CBCS as the other six are no longer part of the invoice. I've attached a copy of the ORIGINAL invoice to this post.  |
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 Collector
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50AE_DE private msg quote post Address this user | |
| That sucks. I hope you can get ahold of someone who can actually help you and not give you the runaround. | ||
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Collector
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jackblankenship private msg quote post Address this user | |
Quote:Originally Posted by 50AE_DE Thank you! I really love this forum community and normally just read and soak up the comic knowledge, and I really appreciate the well wishes! May your collection Quintuple in Value! |
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 I’m not an ant. I’m a rootin tootin Hornet!
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Zombie_Head private msg quote post Address this user | |
| I hope your books shows up. | ||
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 Collector
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Happyfacecomics private msg quote post Address this user | |
| I love CBCS BUT THEY REALLY NEED TO ADDRESS THEIR CUSTOMER SERVICE (or lack there of) ISSUES. IT SHOILD NOT BE THAT HARD YO TALK WITH SOMEONE ALL THE TIME. I realize this is a CBCS FORUM , But 1/3 post are about their complete pack of customer service. |
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Collector
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50AE_DE private msg quote post Address this user | |
| It's been going on for years. Hopefully they'll be able to hire some competent customer service reps to help with their customer's concerns. | ||
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 COLLECTOR
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dielinfinite private msg quote post Address this user | |
| @jackblankenship So there is no excuse for them not being on your dashboard and the unresponsiveness of their customer service has been an issue for years now but the only insight I can offer is that they have not been completed yet and likely not even verified yet. With the Invoice date of August 24th so the actual receipt at CBCS was probably a few days or a week afterwards. I don’t see any fast pass and the standard modern grading meaning they aren’t expected to be done until sometime in January. In my experience, CBCS is not updating dashboards until some action is taken on the books themselves (eg, they enter grafing) so perhaps your hunch that they would appear after verification is correct, you were just mistaken on the timeframe of when that is expected to happen. It sounds like maybe CBCS split the invoice to get the faster tiered books out of the office while the standard books were moved onto a new invoice and since that order has not yet entered grading, it hasn’t been updated to your dashboard. that is what would make sense to me but CBCS should definitely let you know what is happening with them |
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 Collector
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cyrano0521 private msg quote post Address this user | |
| @s_borock, @darryl_h | ||
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 If the viagra is working you should be well over a 9.8.
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xkonk private msg quote post Address this user | |
Quote:Originally Posted by dielinfinite This would be unusual, right? CBCS doesn't typically (ever?) split orders on their own. |
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 Collector
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cesidio private msg quote post Address this user | |
Quote:Originally Posted by 50AE_DE Well just throwing it out there. If they are looking I have a cousin who is a regional cs rep who currently works for a company that starts with an a and rhymes mazon. She is eager to leave for similar issues cbcs has. Nice girl not afraid to be heard. |
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Collector
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jackblankenship private msg quote post Address this user | |
Quote:Originally Posted by dielinfinite I agree with you 100%, and I hope that you're right! That would make sense that the books aren't showing because they haven't been checked into VSP, if that's the case then I won't be worried at all!. I'm not trying to be pushy on time; heck they can take as long as they need, I just want to make sure they're not lost! The issue is that they're not showing up on the dashboard, and the rest of the order is shown as "complete", and even the invoice they're showing on my dashboard for that order doesn't include those 4 VSP, so that's worrisome. As long as I see they're tracking them and I can expect them back sometime, I'm fine with that! |
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COLLECTOR
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dielinfinite private msg quote post Address this user | |
Quote:Originally Posted by xkonk It’s unusual but these are unusual times. That said, it’s not unprecedented. There was a point when they would automatically split orders with pressing and non-pressing books into separate invoices. |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| Yes I agree but if your the CEO OF CBCS and you keep going out and soliciting new submissions at all these shows , and your not even able to service what you have coming in orders, in timely manner, then your integrity has to be questioned as a company ? How can CBCS solicit new business , when clearly CBCS AND CGC are incapable of reasonable TAT currently. That to me is the real crime hear and shame on these guys for poor customer service but continuing to take the money up front AND SOLICITING NEW BUSINESS. | ||
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 It was a one trick pony show but always hilarious.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by Happyfacecomics Define reasonable TATs. |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| 10-12 weeks is very normal TAT . If you can’t turn the books at that pace, you are understaffed and poorly managed IN MY OPINION. Look - it’s no secret that CBCS HAS BEEN UNDERSTAFFED FOR YEARS NOW And it seems that a customer service position is no where on there list of a need to address here in the U.S. Instead they have chosen to outsource customer service to India which was probably the worst decision CBCS ever made . We can thank Greg Lindbergh for that who owns CBCS AND BECKETT AND IS NOW SERVING 8 years in Jail in North Carolina for Bribery . |
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 I'd like to say I still turned out alright, but that would be a lie.
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flanders private msg quote post Address this user | |
| We should discuss all complaints about turnaround times here instead of sidetracking this thread: https://forum.cbcscomics.com/topic/15610/page/10/turnaround-60/ |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| All threads unfortunately end up on this topic as the majority of questions are about this topic . Let’s not dance around the elephant in the room here at CBCS . Again I do all my business with them but lately CBCS has been losing my respect as a professional organization not returning or getting back to any of these customers who go on forum( about 4 threads a day ) when all they want to know is if their books are safe and get a return call ! Is that really so tough for a company to return emails and phone calls when people have $1000’s of dollars worth of books at CBCS . If I ran my business this way, I would be out of business !! | ||
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COLLECTOR
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dielinfinite private msg quote post Address this user | |
Quote:Originally Posted by Happyfacecomics CBCS’ turnaround times were about 4-8 weeks as recently as March of this year. The flood of orders came in shortly afterwards |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| I agree with you , but how can you keep accepting orders and promoting your business if you can’t even hire someone to answer the phones and run a respectful customer service department that is actually helpful and not hurtful! | ||
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It was a one trick pony show but always hilarious.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by Happyfacecomics When there's demand and momentum...the smart business decision is to exploit that. This current level of demand will not last forever. |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| Yes you are correct , but still does not address the customer service ineptitude! | ||
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It was a one trick pony show but always hilarious.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by Happyfacecomics That, I give you...ineptitude is a tad harsh though....I'd say unequipped. |
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 Why just the women? I like bears.
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Gaard private msg quote post Address this user | |
| From what I understand, the subpar customer service has been going on long before the pandemic hit or the current glut of submissions. Just wondering ... has the lack of acceptable customer service ever been addressed or explained by CBCS? |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| Definitely not , I’m not sure why, and yes , it was definitely an issue before the pandemic. Actually , fairly confident that the pandemic infused life into CBCS and their cash flow issues they were having . | ||
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50AE_DE private msg quote post Address this user | |
Quote:Originally Posted by GAC I would think unequipped would mean their customer service department doesn't have a phone. It just seems they don't know how to pick it up when it rings. |
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It was a one trick pony show but always hilarious.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by 50AE_DE I get through whenever I call. |
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Collector
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Happyfacecomics private msg quote post Address this user | |
| And when you get through , what could they possibly help you with that you can’t see on your Dashboard? They can only see what you see on your account ! That’s it ! What is the use of that ? |
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It was a one trick pony show but always hilarious.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by Happyfacecomics That's why they're unequipped. |
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Collector
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50AE_DE private msg quote post Address this user | |
| @jackblankenship You may want to edit out the address on the invoice you posted. | ||
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