Issue with the order and lack of contact from Customer Service21506
 Collector
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Rubbersuitman private msg quote post Address this user | |
| Hello, First time poster, sorry it has to be about this. I have been selling comic books for more that 30 years, I have gotten hundreds of items graded, but have never used CBCS. I bought a nice copy of Weekly Shonen Jump #34 off ebay for my son for his birthday. Looked to get it graded becuase it is in Super Nice condition. Looked around and Beckett/CBCS is the only one grading Zashi Manga. OK no big deal as I have said I have gotten hundreds of things graded in the past. So I put in my order for a quick press, and grade, and sent the item out. CBCS got the item November 11th. I was supposed to get the item back in thirty days (all the graded over years, I know 30 days in no gaurantee). After 45 days and the item seemingly stuck on grading on the tracker Iemail the email at the bottom of the website, no reponse, I emailed again, and again, and finally a customer service rep gets back to me. It was stuck in billing even though it showed as paid, so he got it unstuck. YAY. Item arrived back to be this past Saturday 1/25. I was excited open it up like I usually am for graded items. To my suprise, the item that was shipped back raw, in a mylar sleeve, with a backing board and CBCS tracking sticker on the Mylar. It was not graded, nor encapsulated, even though I paid for those services. So here I am 3 emails later about this issue and no contact from CBCS beyond a canned reponse they send usually when someone emails them. I am very willing send the item back and get what I paid for but I cannot get CBCS to respond, even with a threat of small claims court. Of course there is no phone number call, so I am hoping someone from CBCS sees this in Forums and maybe gets back to me. Any one have any thoughts or other ideas? |
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| Post 1 • IP flag post | ||
 You do know that the new guy brings the donuts, right?
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DWeeB1967 private msg quote post Address this user | |
| @Rubbersuitman Did you happen to specify that you wanted "grade screen" with your order? If so, I believe the book gets shipped back unslabbed if the grade of the book is lower than the grade specified with your grade screen request. |
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| Post 2 • IP flag post | ||
 I don't believe this....and I know you don't care that I don't believe this.
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GAC private msg quote post Address this user | |
| @Rubbersuitman DM this guy @Daniel_E | ||
| Post 3 • IP flag post | ||
 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 Rubbersuitman A lawsuit seems a bit premature. Sending too many emails and being angry is understandable, but it doesn't do anything to get your issue solved faster. If you did a grade screen and it didn't pass that would explain the book in a bag, but obviously not the fees they charged. For comics the grade reject is $6 I think. Rejected books are still given a sticker with a label # on the bag and there's always been an additional sticker that says "Reject" when I've submitted. |
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| Post 4 • IP flag post | ||
 I've spent years perfecting my brand of assholery.
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DrWatson private msg quote post Address this user | |
| @flanders $8 Also, if a lawsuit was threatened, that's the quickest ways to get your books packed up and returned ungraded. It might also explain a lack of response. Yeah, your best course of action is to PM @Daniel_E. He's over Manga grading. |
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| Post 5 • IP flag post | ||
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I don't believe this....and I know you don't care that I don't believe this.
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GAC private msg quote post Address this user | |
| @Rubbersuitman what @flanders, @DrWatson and @DWeeB1967 said is correct but you may also want to check to make sure CBCS will actually grade thst book (I.e. the books size, thickness, subject matter, overhang, etc.). https://www.beckett.com/manga-grading |
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| Post 6 • IP flag post | ||
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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 | |
@GAC I was thinking that too, but noticed the same issue encapsulated on the manga homepage. |
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| Post 7 • IP flag post | ||
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Collector
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Rubbersuitman private msg quote post Address this user | |
| Yes I Paid to get it pressed and graded, it got stuck according to the one person who emailed me back in billing even through it was paid. He pushed it out of billing. I have been doing for years it wass going to graded 8.5 or higher. I have the orginal invoice, it state it was for for pressing and grading and was just under $80. There was nothing in the mailing back about but the original invoice and the becket tracking sticker that was on the mylar of the book. CBCS grade Zasshi Manga https://www.beckett.com/manga-grading I originally did the order through Beckett |
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| Post 8 • IP flag post | ||
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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 DrWatson That's true. Did you threaten to sue when your books were stuck in grading or after they were returned to you? |
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| Post 9 • IP flag post | ||
 Not trying to be an ass since February 12, 2020.
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HulkSmash private msg quote post Address this user | |
| Of course the difficulty of being able to speak with someone is frustrating, but I’d double check a couple things. As @GAC mentioned; I’d confirm this particular book is within the slab sizing. I’d also check the invoice to make sure I selected the correct service ie, “raw grade” or “encapsulation” If CBCS is in error they will fix it, but I’m assuming it’s a sizing issue. “What manga sizes can be graded? We are currently grading most tankobon & zasshi sized manga. Tankobon: maximum dimensions of 5.92 in/15 cm width x .85 in/2.1 cm depth x 8.19 in/20.8 cm length. Some sizes will not be a perfect fit to the inner well. Zasshi: maximum dimensions of 7.125 in/18.1 cm width x 1.625 in/4.1275 cm depth x 10.196/25.9 cm length. Some sizes will not be a perfect fit to the inner well.“ |
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| Post 10 • IP flag post | ||
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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 | |
| @HulkSmash you were unfortunately typing while I posted a photo of the same issue encapsulated by Beckett. | ||
| Post 11 • IP flag post | ||
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Not trying to be an ass since February 12, 2020.
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HulkSmash private msg quote post Address this user | |
Quote:Originally Posted by flandersthere you go; size does not matter. Take that society! |
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| Post 12 • IP flag post | ||
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I don't believe this....and I know you don't care that I don't believe this.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by HulkSmash Just because they have graded the book before does not necessarily mean they will grade his particular copy. If slabbing the book might result in damaging it, it won't get slabbed. If there's a spine roll or overhang, that could prevent encapsulation. |
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| Post 13 • IP flag post | ||
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Collector
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Rubbersuitman private msg quote post Address this user | |
| When I submitted they even asked what Label option I wanted which was "speed lines". So obviously it was getting graded and slabbed, $40 grading teir, $6 Cleaning, and $30 for shipping and insurance. I wasn't even going to resell this, it was a gift for my son who is a huge One Piece fan. |
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| Post 14 • IP flag post | ||
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I don't believe this....and I know you don't care that I don't believe this.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by Rubbersuitman @Rubbersuitman DM this guy @Daniel_E |
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| Post 15 • IP flag post | ||
 CBCS Finalizer
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Wade_Story private msg quote post Address this user | |
| @Rubbersuitman can you post of photo of the book, in the bag in which it was received? | ||
| Post 16 • IP flag post | ||
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CBCS Finalizer
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Wade_Story private msg quote post Address this user | |
| I’m kind of just guessing but from the sound of it, the book could have been deemed as counterfeit/of questionable authenticity. There are a ton of counterfeit copies on eBay. Some sellers are even posting pictures of real copies, and sending fake ones. With these, if it looks too good to be true (condition wise), it probably is. Most are quite low grade due to production quality and the fact people have not been preserving them for a long time. |
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| Post 17 • IP flag post | ||
 past performance is no guarantee of future actions.
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KatKomics private msg quote post Address this user | |
| I mean....I'm glad that @Wade_Story has now checked in but..... I think this is one of at least 2 active threads whose main complaint comes back to customer service. I know that each situation is unique but I find it incomprehensible that even some basic level competency/responsibility seems to be lacking (of course we only see one side posted so ...grain of salt) I mean...customer question comes in...within 24 to 48 hours at a minimum some sort of response should be sent - "yes" we received your call/email - it is in queue and should be addressed in XX days - it could even be an automated email with a link to the CBCS FAQ page!! By XX days....something should have either been done or at least contact the customer to get more details. Someone somewhere...even if it's "not their job" if this hits their radar should be looking into it. I am not a public facing part of my organization but sometimes things make their way to me...and when I don't know the answer of who would know the answer I try to find out who could help and point the customer/client/government agency etc. to someone I think could help...and not just by saying - ABC can help - I'll send an e-mail to ABC and copy the inquirer either forwarding their request or summarizing it - in an attempt to make sure it is dealt with If I get a request to send in data to government statistics and I've got no clue I'll ask the agency to help me out! Who was last from our organization to provide the data? Then I can check with them or if they are gone with their boss or department etc. I just...I just don't understand how questions from customers....the people paying the bills..can go unanswered...even "I don't know but I'll look into it" is an answer - a poor one...but it lets them know someone has seen it and is taking ownership It shouldn't be left to unofficial channels i.e. forum postings or facebook/other social media |
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| Post 18 • IP flag post | ||
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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 | |
| He got a response from customer service on his first inquiry. He received the book back on a Saturday 1/25. He sent multiple emails. One threatening legal action. Today is Tuesday 1/28. Who knows how far down the list the emails might be. Now, it's more than likely that the book wasn't slabbed because it's a counterfeit. Plus, he said he paid for pressing. Pressing isn't offered for Manga at the moment, only dry cleaning. So, all things considered, I think it's pretty sweet that a CBCS employee has responded to his post well after work hours, almost 10 pm EST on a Tuesday night. |
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| Post 19 • IP flag post | ||
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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 DrWatson I was going to say, it looks like Wade is working the graveyard shift tonight. |
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| Post 20 • IP flag post | ||
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past performance is no guarantee of future actions.
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KatKomics private msg quote post Address this user | |
| idk...it just seems this is a perennial issue. Yes he got a response for the initial concern (stuck in billing) ..seems like he had to initiate contact multiple times though. Then books returned but ungraded - again multiple attempts on his part with crickets. 100% a threat of small claims court was a step too far...but I can readily see how after multiple attempts to contact or get a response with no answers (2 times, once when stuck at billing and once after ungraded books returned) how one could get themselves worked-up Yes - 100% it's sweet that @Wade_Story after hours is dealing with it - but it really shouldn't have gotten this far - forums or social medial are not where people should have to go to try to get responses Forum monitors should really just be here to check we aren't being cockwombles or are up to douchebaggery We can speculate about counterfeit etc. or what services were or weren't provided or requested (he could have misspoken) - that should have all been dealt with long before getting to a forum posting backdoor way to have it addressed If 'deemed' counterfeit - would you not include some form letter with the book to communicate that to the customer? (potential process gap in communication?) |
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| Post 21 • IP flag post | ||
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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 | |
| It shouldn't have gotten this far in less than two days?!? | ||
| Post 22 • IP flag post | ||
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past performance is no guarantee of future actions.
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KatKomics private msg quote post Address this user | |
| @DrWatson - Ooops - yup missed that the return was on the 25th - I legit have a hard time knowing the current date without refencing a phone home screen or something - I'm always dealing with past or future at work and never "today" Today is Tuesday and day minus 4 to me! OP 100% over-reacted this quickly - need to give at least a few days turn around yeah...25th was a Saturday - need to give at least 5 working days to get really pissed-off if it was a suspect fake book though that info should be included with the returned item (or over hang or size etc.) You can't over communicate |
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| Post 23 • IP flag post | ||
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past performance is no guarantee of future actions.
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KatKomics private msg quote post Address this user | |
| Actually now I'm suspect of OP If he's been selling books for 30+ years and grading with the "others" then as a adult who lives in the real world he should know that anything other than a canned response can take a few days to investigate. |
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| Post 24 • IP flag post | ||
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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 | |
| I agree the communication could have been much better. I mean, look at us, and we're in real time. | ||
| Post 25 • IP flag post | ||
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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 DrWatson Hahhahaha If you're wondering what that laugh sounded like: |
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| Post 26 • IP flag post | ||
 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 Rubbersuitman Don't apologize. That's how most members got here.  Looks like Wade is on it. Nice having CS in the forums now. Hope it's not counterfeit, as he suggested it may be. 🤞 |
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| Post 27 • IP flag post | ||
 Collector
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poka private msg quote post Address this user | |
| I guess we just have to live with CS is not CBCS's strongest side. If they wanted to do something about it they have had many opportunities over the years - but no | ||
| Post 28 • IP flag post | ||
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past performance is no guarantee of future actions.
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KatKomics private msg quote post Address this user | |
| I'd like to point out that in one of my above posts I managed to work in - in context - both cockwomble and douchbaggery Working those in throughout the year might become my resolution  |
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| Post 29 • IP flag post | ||
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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 poka Yes, I have never understood why CBCS just doesn't go to the Customer Service store and pick up a few more trained employees who give a shit about their job. Boggles the mind. |
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| Post 30 • IP flag post | ||