Customer service21442
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Houseofelcomic private msg quote post Address this user | |
| I sent books in over a month ago and no movement i have message customer and no response what do i do | ||
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Collector
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cinnamon private msg quote post Address this user | |
| Same issue for me, I also did not get any response from the customer service. I also did not get any email indicating they received it. | ||
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 I don't want to brag, but cashiers are always checking me out.
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power_struggle55 private msg quote post Address this user | |
| Welcome here, it can take a while for any update especially if a reason like weather,a lot of people’s submitting or holidays First submission for me took 18 months to get back, 2nd a year, 3rd a month and 4th a month and a half As for costumer service sMe thing Please consider holidays just ended, be patient |
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Collector
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GIJFan123 private msg quote post Address this user | |
| Mine went for pressing on November 20. Nothing since | ||
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Collector
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cinnamon private msg quote post Address this user | |
| @power_struggle55 Waiting over a month for them to even respond or acknowledge they received it is not acceptable. And neither is waiting 18 months for them to process the order when the website says the processing time is far less.... | ||
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 You do know that the new guy brings the donuts, right?
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DWeeB1967 private msg quote post Address this user | |
Quote:Originally Posted by cinnamon CBCS had extremely lengthy TATs a few years ago when @power_struggle55 experienced the 18 month wait. TATs have been much better lately as indicated by his 3rd and 4th submission experiences. |
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 Collector
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XMYTHICxAtlas private msg quote post Address this user | |
| I'm thinking with the promos they were running the past couple months the turn around times may be awhile. I know i was waiting two months before but with the banana promo and the free varafied signature promo I would imagine they would get a big influx of submissions. I know myself submitted two more of over fifteen books. So I think the wait times will be longer than usual. I also agree the customer service could use some improvements. | ||
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 I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
| P.M. @Wade_Story He works for CBCS and has been great at answering questions when no one else will. |
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You do know that the new guy brings the donuts, right?
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DWeeB1967 private msg quote post Address this user | |
Quote:Originally Posted by XMYTHICxAtlas Agree 100%. I've used CBCS for years and that is absolutely the part of their business that needs to be improved the most. |
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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 | |
Quote:Originally Posted by Houseofelcomic When you say no movement, do you mean they haven't sent you an email that the package has been received? Put your order # into the tracker and post the screenshot here. https://www.cbcscomics.com/tracker/ |
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 I live in RI and Rhode Islanders eat chili with beans.
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esaravo private msg quote post Address this user | |
| Just checking to see if the newer customers know that when you login and go to your Dashboard, it will list both Open Orders and Recently Graded ones (if you have any completed orders). If you click on the blue Order # for an Open Order, you will see your submission details with an orange rectangle that says Processing and one or more additional orange rectangles that say Received. There is also a Blue rectangle that says Print Invoice. Click on that to open another window with your invoice. This Invoice frequently gets updated as your order goes through the grading process. Look above the Total $ - a recent order may just say Received, but an order further along may say Pressing, or Grading, or Heat Seal, or Shipping, etc. For example, my Invoice for my last order says Imaging SP, because those comics need signature verification. My prior order says Receiving, but several weeks ago it said Pressing, meaning they are pressed and in line for grading next. Check your Invoice every week or two to tract how your order is going. With all the recent holidays and promotions, I would not expect that much movement over the last month. TAT’s are for business days only, and can be expected to fluctuate. Good luck. | ||
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 It gets old smelling it everytime I go outside my door.
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Nearmint67 private msg quote post Address this user | |
| @Houseofelcomic @cinnamon Be patient. They are just getting back from the holiday vacation. I just received a response from them on an email I sent on December 17th. They are most likely neck deep in emails from everyone who summitted to the promotions they ran. They have received a few thousand books that will take some time to process. Welcome to the forum guys. |
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Houseofelcomic private msg quote post Address this user | |
Thanks for the help guy I didn't know about the tracker this what it say so I hope they have it that what I was looking for |
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Collector
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cinnamon private msg quote post Address this user | |
@Houseofelcomic Does it show a tick in the box though? If it doesn't it doesn't mean anything, since this is the default status even for orders that I haven't yet sent to them. For a order that I haven't even shipped to them it shows this for me. |
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I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
Quote:Originally Posted by Houseofelcomic Yup. for real answers Private Message (PM) @Wade_Story |
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I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
Quote:Originally Posted by Houseofelcomic The tracker displays the above verbiage for created packing slips even if they have never been received/shipped. |
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 Have I told you about the time I dropped off 3,000 comics at SDCC?
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Scifinator private msg quote post Address this user | |
| @Houseofelcomic @cinnamon see esaravo post: Quote: Originally Posted by esaravo This is different and usually more informative than the "Tracker". That said, in addition to Thanksgiving, Christmas, Hanukkah, and New Year's, Beckett did recently layoff some people so, you are probably experiencing the do more with less syndrome. Meaning first priority goes to the actual product (press, verification, grade, encapsulate, ship) secondary priority taking the time to update status, respond to inquiries. Don't take that as a defense, take as a point of my experiences the past 5 years when pandemics and flood of submissions occur. And, welcome to the forum. |
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 would be nice to have a snugger fit.
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Sigur_Ros private msg quote post Address this user | |
Quote:Originally Posted by cinnamon My first submission was like 40 books when the turnaround was estimated at 17 weeks. It took 51. Because I was in tune with the Covid overflow that came from CGC, I wasn't too upset. Though CGC was at least updating their estimate. As for customer service, you'll only find 2 or 3 people here who disagree with you. It's still bad. Just be patient. You're really at their mercy anyway. Complaining doesn't fix it. There's been a lot of that here over the years and it continues. You can be as angry as you want but your books are fine and they'll notify you when it's your turn to be notified. Relax. |
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would be nice to have a snugger fit.
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Sigur_Ros private msg quote post Address this user | |
Quote:Originally Posted by cinnamon Well, that's awkward. |
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 I'm a McNugget guzzler.
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HeinzDad private msg quote post Address this user | |
| The new years first customers service complaint thread….. | ||
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It gets old smelling it everytime I go outside my door.
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Nearmint67 private msg quote post Address this user | |
| @Scifinator Reminds me of a few years ago, where one man did all the work and it took months for anything to move. Bean counters forgot how to count... Hurry up Ricketts... Story can only read so many books a day. I guess that's how it is when your life is roses....  |
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 Collector
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poka private msg quote post Address this user | |
| Zach was the best CS person cbcs ever had. Darryl and Kendra were also helpful. it is the one area where cbcs could really make s big improvement | ||
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Collector
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cinnamon private msg quote post Address this user | |
| What would help their customer service a lot, if orders were marked as received within a few days of them being delivered. Their's plenty of AI applications that could help with this. | ||
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I don't want to brag, but cashiers are always checking me out.
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power_struggle55 private msg quote post Address this user | |
Quote:Originally Posted by Sigur_Ros I just learned to be patient |
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 I've spent years perfecting my brand of assholery.
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DrWatson private msg quote post Address this user | |
Quote:Originally Posted by HeinzDad It takes a patient person to get books graded. Also, I agree that CBCS could improve their customer service. Although, I've never had a problem with it. I have found that specific questions get a faster reply than the vague, "Where's my book(s)?" type questions. That said said, customer service is a problem nationwide through many different industries. Companies are short staffed and people just don't give a shit about their job the way they used to. Comcast/Xfinity is impossible. The USPS is difficult. FedEx isn't much better. Trying to get a real person that can accomplish anything at any of those places is a test of will. |
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I don't want to brag, but cashiers are always checking me out.
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power_struggle55 private msg quote post Address this user | |
| I remember when you were lucky if you sent an email and got a response in 2 weeks. | ||
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would be nice to have a snugger fit.
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Sigur_Ros private msg quote post Address this user | |
Quote:Originally Posted by cinnamon I personally think "a few days" is asking way too much. It's one thing to receive, I don't know how many packages each day...then to go through and open them to make sure they weren't damaged, then enter them into the system, making sure your books match your invoice so that your notification will be sent. Now add the fact that they just ran 2 popular promos over the last couple months, and are very likely overwhelmed. Patience is a necessity. Also, F AI |
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Collector
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cinnamon private msg quote post Address this user | |
| @power_struggle55 It took them over 3 weeks to respond to my last email. Plenty of other businesses are capable of receiving packages without taking months to do so after it was delivered. | ||
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would be nice to have a snugger fit.
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Sigur_Ros private msg quote post Address this user | |
Quote:Originally Posted by cinnamon You should see if those companies grade comic books and send yours there. |
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GothamBridge private msg quote post Address this user | |
| So first let me say I think CBCS is a quality product at a great price. That being said, customer service is absolutely atrocious. They don't answer the phone, they don't answer e-mail direct or from their portal on the website. I seen a TON of people say, PM @wade_story, which BTW he is amazing, but he isn't customer service, the fact that he does it is amazing(whatever they are paying him, they should up it right now)...what happens when he isn't there, or simply don't want to go above and beyond? This had been going on like, forever. And they make it worse with a self inflicted wound. Why, would you advertise on your site a turn time, and then take twice as long....3x as long? Why would you make a customer, who chose you, over other companies, wait with no communication to let them know what is going on? And you have done this to people so much they think it's normal???? "turnaround was estimated at 17 weeks. It took 51", "First submission for me took 18 months to get back, 2nd a year, 3rd a month and 4th a month and a half" You can explain all about the holidays, the promos, weather, aliens, whatever excuse you want, it's simply not good customer service. I want CBCS to succeed, and I am aware that CGC is really putting on the squeeze, you can start to push back on that pressure, by picking up a few people and dedicate them to simply service your customers. |
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