CBCS Turnaround5947
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TimBildhauser private msg quote post Address this user | |
Quote:Originally Posted by schnove1977It's been stated before but just for you... it's not a matter of managing the amount of books received for grading that put things behind. It's a matter of about two thirds of the staff that worked in the Florida office making the decision to not move to Texas. Also stated before, we aren't willing to hire just anyone off the street to handle your books. We look for people with the knowledge and experience to do so properly. |
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| Post 776 • IP flag post | ||
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schnove1977 private msg quote post Address this user | |
| Seems like something easy to plan for - did they not tell you they were not moving until he day before you moved? Did you not think - maybe we should keep an annex here in Florida and employee our talented graders a little longer to get caught up? #contingencyplans But anyway - I know my points don't help the situation now. I would highly suggest ownership seriously consider some kind of compensation for the inconvenience. Maybe a BOGO on new submissions for people highly delayed. Or some kind of future discount. The simple acknowledgement would probably go a long way in getting customers back. So that's all I have for now. |
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| Post 777 • IP flag post | ||
 I award you no points!
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stanley_1883 private msg quote post Address this user | |
| Any have experience or info regarding a mid processing address change? My books are currently processing, so theres still plenty of time, but is there an unofficial cutoff as to when to update the address? Before its marked as shipped? any info would help. thanks | ||
| Post 778 • IP flag post | ||
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TimBildhauser private msg quote post Address this user | |
Quote:Originally Posted by schnove1977You're right, it does but that's not what happened. And just so you know... grading isn't where things are backed up. That would be in production. #dontassumetoomuch Quote: Originally Posted by schnove1977You're absolutely on target with this statement. Quote: Originally Posted by schnove1977Not my call to make. |
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| Post 779 • IP flag post | ||
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TimBildhauser private msg quote post Address this user | |
| @stanley_1883 email customer service with the new address. | ||
| Post 780 • IP flag post | ||
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TimBildhauser private msg quote post Address this user | |
Quote:Originally Posted by Spc51Unfortunately the most I can tell you at the moment is that they should be done before too much longer. |
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| Post 781 • IP flag post | ||
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Spc51 private msg quote post Address this user | |
| @Timbildhauser thanks for the reply on my post hopefully in a few weeks we can start getting more information about the status of our submitted books and I hope just like many others that we don't have to wait until 2019 to get our books back, fingers crossed.... | ||
| Post 782 • IP flag post | ||
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Zevgoli private msg quote post Address this user | |
Quote:Originally Posted by SteveRicketts May 22nd received...still says submitted on my dashboard. This is why I send in emails asking for the status of my order. The dashboard doesn’t work!!! |
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| Post 783 • IP flag post | ||
 CBCS Pressing
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SteveRicketts private msg quote post Address this user | |
| @Zevgoli is your order being pressed? | ||
| Post 784 • IP flag post | ||
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shrewbeer private msg quote post Address this user | |
| One of our sales guys dropped a 100k contract on my desk Monday. The client had written on it “done by march”. Well, I tried like hell to massage our schedule to make that projection work, but our backlog is just too long. I told them June. They said no. I wrote “void” on a $10,000 deposit check today, and mailed it back. Did that suck? Yep. But it was the right thing to do. See where I’m going with this? Suspend taking in more work or be honest about turnaround time. |
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| Post 785 • IP flag post | ||
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CBCS Pressing
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SteveRicketts private msg quote post Address this user | |
@shrewbeer I didn't know you ran a comic book grading company.  |
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| Post 786 • IP flag post | ||
 Ima gonna steal this and look for some occasion to use it!
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IronMan private msg quote post Address this user | |
Quote:Originally Posted by shrewbeer The idea of suspending taking more books for grading is not going to happen. However - more accurate estimates (honesty) of TAT is what can and should be done. Customer satisfaction is 80-90% about expectations being met. Or not met. Tell customers it will take six months and get it done in five and most will feel they got great service. Tell them three months and it takes six and you'll have lots of unhappy customers. It is worth noting that it's impossible for companies to make accurate predictions of delivery when unexpected things happen. Back in April CBCS really believed the purchase & move would have minimal impact on their TAT. That was a mistake made and can't be undone, only apologized for. But today - filling out a new submission online - the Modern, Expanded and Consumer tiers shouldn't be saying 12 weeks unless there is a very real possibility of those books being done 12 weeks after CBCS receives them. If it is more likely it will take 16 weeks then have the website display 20. As has been noted here before, all but one of the graders made the move to Dallas. It's customer service and production staff that mostly did not move. So it's possible that CBCS believes they actually have a plan to get production ramped up relatively quickly. Faster than if they had to hire and train graders. But we don't want people just off the street encapsulating books. That is skilled position too. |
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| Post 787 • IP flag post | ||
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poka private msg quote post Address this user | |
Quote:Originally Posted by SteveRicketts Steve - i kind of expect higher communication standards from you. how can you expect the golden rule of treating others like you wish to be treated to be applied when given a smartas* reply as this? come on - sometimes it is better to hold your breath for 15 min before replying! |
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| Post 788 • IP flag post | ||
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BrashSmurf private msg quote post Address this user | |
| I really wonder how long a single book i wanted to get an art slab on with nothing else on fastpass was going to take. it has been more than 4 weeks. No pressings. just wanted a slab to protect it for my own collection | ||
| Post 789 • IP flag post | ||
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TimBildhauser private msg quote post Address this user | |
Quote:Originally Posted by pokaThis is a two way street. It's been explained more than once that putting a hold on accepting submissions isn't a solution yet that dead horse keeps getting beaten. TAT will get straightened out but it's not going to happen overnight. There's also no way to give an estimate of exactly how long that will take, it depends on several factors. |
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| Post 790 • IP flag post | ||
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Darkseid_of_town private msg quote post Address this user | |
| I feel it is a two way street yes. If you can arbitrarily rule out accepting new submissions it should be as easy to.rule out ongoing massive TATS with no clear exit strategy and the constant acceptance of the huge delays. You do not consider elimininating new.submissions as even think able but you on a two way street should realize you are being given a mandate that these extreme wait times are also not thinkable. Not having a clear exit strategy...plan or even schedule for when people can expect results is also for those waiting not tbinkable. I am trying to take the high road and.keep.an open.mind but being fair it is a two way street and just declaring we have no recourse...no recompense.and the company is not willing to take extreme steps to resolve the issue is...difficult. | ||
| Post 791 • IP flag post | ||
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Spc51 private msg quote post Address this user | |
| I just read that only 1 grader from Florida moved to texas???? Is that true??? Wouldn't been wiser to hold on the move until a team was in place??? Just asking.. | ||
| Post 792 • IP flag post | ||
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poka private msg quote post Address this user | |
Quote:Originally Posted by TimBildhauser Tim - you might have misunderstood me. I do not refer to the original question - as honestly - by now I know that no reasonable answer can be provided. What I felt disappointing is the tone used in the reply. Why use such a tone if you don’t wish similar tone to be used against you? |
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| Post 793 • IP flag post | ||
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TimBildhauser private msg quote post Address this user | |
| @Darkseid_of_town There is an exit strategy in place. I can tell you that a number of people have been hired to fill the void in personnel. I can't provide details beyond that. @Spc51 You read wrong or misread something. There's only one person from grading that didn't make the move from Florida to Texas. Grading isn't where the backlog is, it's in heat seal & encapsulation. @poka Ricketts response was to a post that had smartas* undertones to it. Quote: Originally Posted by shrewbeer Especially considering that it's already been stated that suspending submissions isn't an option. We've also never been untruthful about TAT. Inaccurate at times? Yes, but not intentionally misleading. |
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| Post 794 • IP flag post | ||
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shrewbeer private msg quote post Address this user | |
Quote:Originally Posted by SteveRicketts I run A company. There’s really no difference in customer service. Manage expectations and be honest. Sure, everyone gets a few turds every year, peope that just cannot be pleased; but they are the exception. Perhaps, likely, it’s not your call anymore. Which makes it even worse. Someone has you and Tim on here fielding piles of complaints for things that you can do very little about to plug the dam. That has got to suck. Given that, I probably shouldn't have fired that shot. It needs to be fired at someone who’s job it is to actually handle all of these issues people are flipping out about. Here and facebook, CBCS is getting trashed nonstop. Where is the proper GM looking at the problem thinking “how do I stop this hemorrhaging?”. Steve B was active in our group for a few months trying to club seals as they came up, but has since gone silent. I dont blame him. Dealing with issues one by one wont stop the flood of issues, and I’m sure he (and you two) have much better things to be doing. |
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| Post 795 • IP flag post | ||
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IcantfindwhatIwant private msg quote post Address this user | |
Quote:Originally Posted by TimBildhauser @TimBildhauser If the backlog is in the encapsulation process, why aren't all the backlogged books stuck in "labels" rather than "processing"? My only thought would be it has something to do with the safe, but I would think you could just put graded books back in the safe...idk, just curious about the process. Appreciate the information! |
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| Post 796 • IP flag post | ||
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WalkinWillie private msg quote post Address this user | |
| One of the keys to CBCS getting their arms around this situation is whether more books are being shipped out than received on a weekly basis. If that is not currently happening then a strategy has to be in place such as adding more graders, QA, etc. then making projections to set a goal when the outflow is greater than the inflow. But if there is no strategy/goal then the current state will continue indefinitely. | ||
| Post 797 • IP flag post | ||
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Gamecube2482 private msg quote post Address this user | |
| One thing to consider is that yes they are hiring more people but those people need training. And anyone who has trained someone on a job before knows it takes 2-3 times as long to get it done when you are training someone because you have to explain things to them. So maybe someone in the QC department is training someone and putting out less books than normal now but in a few weeks with the new people being trained fully they will knock more out. It sounds like CBCS is doing this. I also don't want someone grading or handling my books that just needs a job and dosent care, I want someone qualified. And like ive said before, CBCS has exceptional quality when the books are graded and I would rather wait a few more weeks and have the same level of quality form them then them rushing and something be wrong. I appreciate people working for CBCS responding on here. I didn't realize how bad things have gotten for people there. | ||
| Post 798 • IP flag post | ||
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TimBildhauser private msg quote post Address this user | |
| @shrewbeer Both Ricketts and myself have a plethora of better things to be doing. If you want answers to at least some of these questions though we're what you're stuck with. @IcantfindwhatIwant As I already explained earlier in the thread... because of things being done on the IT side of things customer dashboards aren't always reflecting accurate status. @WalkinWillie Grading is NOT where the backlog exists. @Gamecube2482 I can tell you with 100% confidence that no one is more disappointed with how all of this went than the CBCS staff. We will absolutely get it back on track as soon as we're able to manage it. |
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| Post 799 • IP flag post | ||
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mediaslave private msg quote post Address this user | |
| SO I'll just pop these 2 cents in (hard to do, Canada has no pennies) and leave it here. Got to chat with Tim (Hi Tim!) and the CBCS boys at Fan Expo in Toronto. Its pretty clear these guys are invested in the company and are in this because they love it. I don't think anyone can question their passion and commitment. It is also clear though that they are aware of the issues with CBCS, and are aware of the effects on their customers. Like all companies going through changes, they are experiencing some pains and problems. I have little doubt though that they will hammer this out, and things will get faster. Right now the TAT is kind of nuts, but considering the growth in popularity of grading and all the stuff they are going through, its understandable. It sucks, but its understandable. Keep in mind these comments are coming from somebody who just got an estimate of 24 weeks for two books to be pressed and graded.  |
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| Post 800 • IP flag post | ||
 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 mediaslave That's the default estimate for a press and grade, with no adjustment for the slowdown. I hit my 25 weeks on Tuesday and have no sign that my books have been pressed let alone made it into grading yet. You might want to adjust your expectations. |
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| Post 801 • IP flag post | ||
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CBCS Pressing
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SteveRicketts private msg quote post Address this user | |
Quote:Originally Posted by shrewbeer Since you run a company, I'm sure you know things about your company that other people on the outside don't know. And knowing those things allows you to make decisions about your company that someone from the outside would not know because they don't have all the information. Sorry about the vagueness of my comment, but that's what I was implying. I'll admit that hindsight is 20/20, but armchair quarterbacks don't have the inside information needed in making calls, and the only calls they ever disagree with were the ones that were wrong. That said, I'm not going to pretend I know your business and tell you that you should hire temps with no emotional attachment to your company to come help you out, so you can keep that $10,000 check you were given. You know your business, I don't. Nobody is making me (or Tim) come here and field questions. We do it because we care about the customers and our company. I realize it's often futile, but as I've said before, my skin is pretty thick, as is Tim's. The only thing that frustrates me is that we can answer questions and offer information, which seems to work for about a week. Then we get another wave of the same complaints, more often than not, from the same people who you got it from the first time. We're late and will continue to be late until we can get caught up. We're working on it. I hope we'll be caught up by the end of the year. If we're not, it won't be because we're not trying. Posting "Still don't have my books" in the turnaround thread a couple of times a week isn't going to speed it up. We know your order is late. It's in our vault and is probably better protected than it is in your house. You'll get your books back safely and in the highest quality product on the market as soon as they're done. We're not going to cut corners to get your order out. We're not going to push your order through because you're complaining on social media. We're not going to push your order through because you called Beckett's customer service number. You'll get them as soon as we finish with it. If you demand it back now, we'll understand and carefully box your books up raw and get them sent back to you, and hey, no hard feelings. We know our customers are frustrated and we understand. We understand but we don't have a magic wand, though I've looked for one on Amazon. I agree that we could be making more announcements, but it would be the same announcement. "We're working as fast as we can." which was the last announcement. This used to be my responsibility, but it's not my call anymore. I have asked for an announcement through our newsletter, which I do believe will happen in the next few weeks. In the end, the only way to fix this is for us to get caught up. We will get caught up eventually. When we do the employees at CBCS will be breathing a bigger sigh of relief than our customers will. You can take that to the bank. Our employees just want to make everyone happy with our service and our product. |
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| Post 802 • IP flag post | ||
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Darkseid_of_town private msg quote post Address this user | |
| I understand and pretty much agree with everything Steve said there...its very on point and quite well sums up the issue...however it is hard to place all of this alongside the knowing and understanding where we all are on this and yet watching people getting fast passes and have work prioritized over others who have waited substantial waits, because they paid extra to cut in line. If no one at the company is willing to step up and say okay we should stop adding to this nightmare until we are staffed and trained, then maybe it could be a thought to suspend fast pass type services until EVERYONE who has waited and been victim to these circumstances has their submissions returned. Wouldn't that at least be sensible? At some point there has to be a step taken or some methodology applied to stop this before it costs the company their entire client base and any repeat business hopes. | ||
| Post 803 • IP flag post | ||
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CBCS Pressing
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SteveRicketts private msg quote post Address this user | |
| We've hired and are training. They'll soon help get us caught up. It's certainly happening and I think we'll see some significant improvements before the end of the year. | ||
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poka private msg quote post Address this user | |
| @SteveRicketts thanks for being more sensible in your replies today. | ||
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