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Collector Paint_Monk private msg quote post Address this user
Quote:
Originally Posted by Jesse_O
@Paint_Monk I believe that an order stays "submitted" until it gets to grading. I believe you sent yours in for pressing, so "submitted" would be the status the whole time they are in the pressing phase. You could, theoretically, be out of pressing and waiting to get graded. This is one of the things they want to make easier to track. CBCS has their own internal tracking system that is not available to submitters, so they do know where your comics are.


Thanks, that's pretty much what I gathered from all the running around to get information. Now my only issue remains the fact that they were turned in on June 1st and not even input until July 16th. If they use the "inputted" submission date (which would be crazy) that means I've got an extra 45 days to wait. I get it that it takes a week or two to enter orders from cons, but 45 days? I don't buy that for a second, unless something is majorly wrong in the system.
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COLLECTOR dielinfinite private msg quote post Address this user
My order for two standard moderns with pressing, Received May 3rd, have just been completed and are preparing for shipping
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Moderator Jesse_O private msg quote post Address this user
@Paint_Monk I'm not 100% sure of how orders are entered, but I have pieced together a theory that fits the facts as I understand them. So, bear in mind, this is just my understanding and I could be getting it wrong.

First off, I do know that there are two systems for tracking. There is a public system (the one we can see) and the in-house system. It is my understanding that they are not connected. I know people who are involved heavily in cyber security. When I asked them about this, it sounds like this is a recommended practice. It makes hacking or attacking the internal system that much more difficult.

Once that is understood, the rest becomes more clear. I believe this is the flow. Your order arrives in the receiving room regardless if it was submitted at a con or mailed in. Everything starts there. Your comics are checked against your order and each comic has a barcoded sticker placed the sleeve. Your order then gets sorted and placed in a vault. I imagine that the internal program has spot for location so that they know what area of the vault to look in for your order. At the very least, there must be some system to track where the are in the vault. From there, they proceed through the system and are tracked internally with the barcode.

But after they are entered into the internal program, they need to be entered into the public program. Now is when it gets the delays. The actual start date is the day they are received in the internal program. That is the next business day after they are received by mail or the Wednesday after the close of a con. But the public date, the one we see, will be when they are actually entered into the public system. That date has no bearing on your actual submission date.

The reason it takes so long to enter some orders is because of the tiers. Obviously 2-day modern, quickstream, Rapid and one day tiers need to be entered first because of the shorter TAT. Then, Modern, Expanded, Consumer, Art and Raw would need to be entered. And last, you guessed it, any books sent for pressing. Now, since people send their books down to Florida for pressing, who or how they get entered into the public system is a mystery to me. I have a feeling that Dallas handles all the public information. So, does Dallas get a print out of orders received in Florida or do they actually send a stack of submission forms to Dallas once a week?? I have no idea, but there could be a sizable delay in this part of the process.

I realize this doesn't explain 45 days to get your books entered, that does seem excessive, but I hope it helps. And again, I'm not 100% positive on this, but I'm confident enough to post it for consideration.
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Collector GAC private msg quote post Address this user
any one know how long it takes your dashboard to be updated with grades from the time it shows its in SHIPPING status?
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COLLECTOR dielinfinite private msg quote post Address this user
@GAC Grades become available once the order is moved from “Shipping” to “Complete.” For local orders that’s usually a day after the book enters shipping. If you used the CBCS Canada service that time might be different
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Collector Paint_Monk private msg quote post Address this user
@Jesse_O thanks for the detailed information!

You should be on the payroll. That's a lot more information than anyone at CBCS has actually offered. I'm grateful for you taking the time to share your insight.
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Collector GAC private msg quote post Address this user
Quote:
Originally Posted by dielinfinite
@GAC Grades become available once the order is moved from “Shipping” to “Complete.” For local orders that’s usually a day after the book enters shipping. If you used the CBCS Canada service that time might be different


Thanks!! Sent directly to Florida...been in Shipping status for a week atleast I'd say.....I'll just wait it out.
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Collector anrbot private msg quote post Address this user
@Jesse_O the invoice says "Submitted," not even "Received" as the website order page shows.

I just called support and this is what happened.

Me - You received my order on August 2nd and there has been no movement.
Rep - The Modern tier takes 14 to 18 weeks plus another 6 to 8 for signature verification.
Me - When I submitted them your site said the estimate was 4-6 weeks; it's now been 7.
Rep - Asked if I had proof that those were the turnaround times listed.
Me - Responded no, because CBCS does not bother to provide that information on my account nor on the invoice, and I didn't think I would have to take a dated screen capture at the time to prove this later on....But I'll bet you the website still has the same estimate. I check the site. Yes, the current estimate for Modern is 4-6 weeks. Why does your own website say that if it's not true?
Rep - (Pause) Ok, I'll have to escalate this and talk to my supervisor. Can I call you back?
Me - Will you call me back today?
Rep - No, it will be 24-48 hours.

My next step is to call them again tomorrow since I don't expect to hear back, and if they don't resolve it immediately over the phone with new estimated date, then I'll reverse my CC charges and file a complaint with BBB to try to get my books back.
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Moderator Jesse_O private msg quote post Address this user
@anrbot WOW!!! That's the first time I've heard that long of TAT estimates!!! Especially 6-8 weeks for signature verification!!! Something is off.
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CBCS Darryl_H private msg quote post Address this user
@anrbot can you message me invoice number?

also who did you speak with that told you this? Please let me know and thanks!
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CBCS Darryl_H private msg quote post Address this user
@Paint_Monk orders can take time getting entered into the system, but these orders are back dated. For shows it is the Wednesday after the show, and mail ins start the day after we receive it.
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Collector Paint_Monk private msg quote post Address this user
@Darryl_H thanks for chiming in. But here's the real question:

So does that mean my pressing countdown begins on June 5th, which would be the Wednesday after the con? That would put the books at 14-15 weeks in pressing and an end should be in sight as they head to grading soon. I can live with that.

If they were received in Dallas on June 5th and shipped to Florida (which would take God knows how long), am I looking at them entering pressing on July 16 (the date listed on the panel)? That would put me at only 8 weeks in pressing, which, to be frank, would make me IRATE.

These aren't tough questions. CBCS has an internal system that tells them exactly where a book is in the process. What irritates me is that customer service in India is clueless, US customer service seems to hide on purpose and doesn't respond well or quickly to emails, and in the meantime I look like an irrational customer who "just doesn't get it." It's neither fair nor good business practice.

What I'd like to know is when my books ACTUALLY entered pressing; how long the current timetable is from the time they entered pressing until they're sent to grading, and approximately when this nightmare will be over. Then, I'd like someone to respond to the two inquires I've already made about changing my credit card information (which hasn't been charged 16 weeks into this mess) and updating it with a different card.

It's also a darn shame that forum moderators have to do customer service's job. Good on you for trying to play fire extinguisher for a poor model and thanks for trying to help how you can.
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CBCS Darryl_H private msg quote post Address this user
@Paint_Monk what is the invoice number? If i am missing it please forgive me
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CBCS Darryl_H private msg quote post Address this user
Quote:
Originally Posted by Paint_Monk
@Darryl_H thanks for chiming in. But here's the real question:

So does that mean my pressing countdown begins on June 5th, which would be the Wednesday after the con? That would put the books at 14-15 weeks in pressing and an end should be in sight as they head to grading soon. I can live with that.

If they were received in Dallas on June 5th and shipped to Florida (which would take God knows how long), am I looking at them entering pressing on July 16 (the date listed on the panel)? That would put me at only 8 weeks in pressing, which, to be frank, would make me IRATE.

These aren't tough questions. CBCS has an internal system that tells them exactly where a book is in the process. What irritates me is that customer service in India is clueless, US customer service seems to hide on purpose and doesn't respond well or quickly to emails, and in the meantime I look like an irrational customer who "just doesn't get it." It's neither fair nor good business practice.

What I'd like to know is when my books ACTUALLY entered pressing; how long the current timetable is from the time they entered pressing until they're sent to grading, and approximately when this nightmare will be over. Then, I'd like someone to respond to the two inquires I've already made about changing my credit card information (which hasn't been charged 16 weeks into this mess) and updating it with a different card.

It's also a darn shame that forum moderators have to do customer service's job. Good on you for trying to play fire extinguisher for a poor model and thanks for trying to help how you can.


If you submitted at a show for pressing, then the turn around begins that Wednesday after the show.
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Collector sportshort private msg quote post Address this user
Quote:
Originally Posted by Darryl_H
@Paint_Monk what is the invoice number? If i am missing it please forgive me


@Darryl_H,

why is it that you never address the questions that customers in this situation have??? you always seem to want to help but you allow this stuff to continue and you seem to not care one lick about the customer nor his concerns. you are just going to white wash everything this poor customer is concerned about and pretend it never happened and you may or may not help him but you will not fix the problem, never mind addressing it. I like CBCS a lot and the forum members even more but CBCS' lack of customer service or empathy for the customer is truly disturbing. prove me wrong please and answer all of @Paint_Monk's concerns.
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Collector xkonk private msg quote post Address this user
@sportshort which part did Darryl not answer? Monk asked when orders were dated to; Darryl answered it twice. If Darryl is supposed to look at where exactly an order is in the process he needs to know the invoice number.
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Collector sportshort private msg quote post Address this user
"These aren't tough questions. CBCS has an internal system that tells them exactly where a book is in the process. What irritates me is that customer service in India is clueless, US customer service seems to hide on purpose and doesn't respond well or quickly to emails, and in the meantime I look like an irrational customer who "just doesn't get it." It's neither fair nor good business practice.

What I'd like to know is when my books ACTUALLY entered pressing; how long the current timetable is from the time they entered pressing until they're sent to grading, and approximately when this nightmare will be over. Then, I'd like someone to respond to the two inquires I've already made about changing my credit card information (which hasn't been charged 16 weeks into this mess) and updating it with a different card.

It's also a darn shame that forum moderators have to do customer service's job. Good on you for trying to play fire extinguisher for a poor model and thanks for trying to help how you can."

I'm sorry (serious) i used the wrong word not "questions", "concerns". Look above and see how many concerns are in the post. Believe me most of us want CBCS to succeed but they aren't helping themselves, I have my own story but I will not re-tell it when there are so many out there already.
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Collector xkonk private msg quote post Address this user
I agree it's a shame that Darryl has to handle things through the forums instead of customer service handling it on the phone. But Darryl is attempting to answer questions, and to do so he needs an invoice number. So why are you yelling at Darryl?
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Collector Paint_Monk private msg quote post Address this user
I sent him the invoice number over private message, as I really am not trying to cause a scene here, just trying to get some real answers.
Post 319 IP   flag post
Collector sportshort private msg quote post Address this user
Quote:
Originally Posted by xkonk
I agree it's a shame that Darryl has to handle things through the forums instead of customer service handling it on the phone. But Darryl is attempting to answer questions, and to do so he needs an invoice number. So why are you yelling at Darryl?


I think these are real concerns and Darryl is trying to help but how can you help without admitting there is a problem and answer the customer's concerns?

It is impossible to read accurate emotions and inflections in an email so I apologize for what seems like like yelling. but i think these issues need to be brought up and answered. I am not a yeller but i do understand frustration with a system that allows customer to remain in limbo indefinitely.

@Darry_H,

If I came across as "yelling", that was not my intent so I am sorry. I actually appreciate any effort to clean these messes up but they are messes of CBCS' making. Again, not yelling but I see how it could be construed that way.
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Collector anrbot private msg quote post Address this user
+1 on what Paint_Monk said, I sent a PM. Darryl has been nothing but helpful and individual issues don't really need to be addressed here as they're not relevant to most people reading. If anything, I never expected anyone from CBCS to address customer service needs or monitor boards so that's a welcome plus.

As mentioned it seems that improving the status system to align with modern website expectations (like, why can't it show real time status updates and time estimates--it's 2019) and better customer service quality would eliminate so many issues before they even come up. Weeks ago I got a call about this same order because one of the books was too large for the case and they wanted to know if they should raw grade. I played phone tag with the woman who originally reached out for days trying to relay information because when I called back the phone rep would not connect me to the woman directly and would not leave a message. The fact that they didn't simply send an email in the first place or after the first missed call (again, it's 2019), is baffling.
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Collector etapi65 private msg quote post Address this user
Books I submitted at a con in Tampa, FL for pressing just got to the vault. The con ended august 4. Was officially invoiced as received for pressing on the 15 of August. So 6 weeks from con to TX, but submission was 30 min drive from their pressing facility. No complaints/issues just sharing a timeline.
Post 322 IP   flag post
Collector sportshort private msg quote post Address this user
Quote:
Originally Posted by anrbot
+1 on what Paint_Monk said, I sent a PM. Darryl has been nothing but helpful and individual issues don't really need to be addressed here as they're not relevant to most people reading. If anything, I never expected anyone from CBCS to address customer service needs or monitor boards so that's a welcome plus.

As mentioned it seems that improving the status system to align with modern website expectations (like, why can't it show real time status updates and time estimates--it's 2019) and better customer service quality would eliminate so many issues before they even come up. Weeks ago I got a call about this same order because one of the books was too large for the case and they wanted to know if they should raw grade. I played phone tag with the woman who originally reached out for days trying to relay information because when I called back the phone rep would not connect me to the woman directly and would not leave a message. The fact that they didn't simply send an email in the first place or after the first missed call (again, it's 2019), is baffling.


I've noticed the same thing regarding being helpful, but this is once you reach them. reaching someone is the frustrating part. that it needs to be done through the forums is "the crazy" but at least it gets done but there are many stories out there where it doesn't get done and I think that these stories would go away with a more responsive customer service department.
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Collector Paint_Monk private msg quote post Address this user
@Darryl_H thank you for your message and for addressing all of my questions via private message.
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