CBCS Turnaround 2.07681

Originally Posted by mrelowe
UPDATE:

I called Customer Service today and got through on the second try. I talked to an excellent employee (I tried to remember his name, but I forgot.) He was very polite and informative. He's located at the Clearwater site and very familiar with the pressing. He looked up my order and provided me with some insight that I will pass on here.

1. ALL books from June have been pressed and shipped to the Dallas Site. Mine and approximately 100 other orders were delivered there on 12/19 and the rest of the month were received there about a week later.
2. The dashboard/invoice will not update until the books have been scanned in by the graders not just received by the Dallas site.
3. Pressed books get moved up the queue due to already being in the system through the long pressing process. So this means my order should begin grading in the next couple of days.
4. There isn't a standard for the amount of time that books spend at any particular stage as there are way too many variables. Amount of current orders, size of individual orders, tiers, and bottlenecks at various stages. Books could be marked in grading, graded and waiting for labels. The won't change status until they are moved into the next phase not when they are finished with the previous stage.
5. The CUSTOMER INTERFACE is being updated in February. Redundancies should be removed. He discussed the uselessness of the PROCESSING on customer dashboards. Also it is redundant to click on dashboard and then click on invoice. Expect the dashboard to provide a greater update on your order. I think this is one of the greatest needs of the site.
6. Turnaround times are improving, but bottleneck/logjams keep appearing in different areas of the process. This is part of the process as things improve.

I know that this is a long post, but I was very frustrated and confused prior to the call. I thanked him for his time and for putting my mind at ease. My experience with CBCS staff online, on the phone, and in person has been excellent. They have an excellent product and friendly,knowledgeable staff that are second to none. Better turnaround times and a better customer interface will make a huge difference. There is a light at the end of this tunnel.

Originally Posted by thelastbard
Ah! Of my five remaining open Invoices, one shipped this week (previously mentioned) from SDCC, another from SDCC is in grading (AW only), two from earlier (AW and Pressing) are now in grading, which will leave just one from earlier outstanding. That's a good thing.

Question... What does a grade with an asterisk mean? I got a 9.2* on something.

Originally Posted by poka
I don’t even know why we are doing this ourselves rather than having CBCS to provide reliable actual TAT on a regular basis.

They should state target TAT and actual TAT.

Information is everything. Lack of information just causes people to believe that a provider does not have the information on hand

Originally Posted by TheComicDoJo

Any idea where I can see the grades online or have they not set that up yet?

Originally Posted by dielinfinite
@TheComicDoJo When you get the tracking info, the grades/grader's notes will be available from your order page by clicking the little eye icon next to each book