Missing Invoice Purgatory 0

[Aaron Hicks]

I'll do my best to break this long story into shorter pieces.  Advice is appreciated, especially on my first post.  Apologies if this is in the wrong place, though I consider this a grading issue.  

1.  I submitted three invoices through a 3rd party vendor at a convention in late May.  Two of my invoices are in the CGC system, the third never arrived.  I've even received one of them back with some decent grades.  Yay!

2.  I contacted the 3rd party and they provided me with the tracking numbers for all of their shipments for that particular show.  They all show signed for by CGC on the same day and time in early June.

3.  CGC has looked for my lost books and have come up empty handed.  Customer service keeps referring me back to the vendor, who then keeps referring me back to CGC.  My last three customer service emails have gone unreturned, as have my last two phone messages.  My last messages have inquired about compensation for my lost books...I assume this is why I am being ignored.

4.  I provided a scanned copy of my invoice to show I paid for services up front, to show which books are missing, and to confirm my name and account.

I feel like everyone is passing the buck while I'm stuck in purgatory waiting to see if they eventually show up.  Meanwhile, it's been 12 weeks since my books left my hands with no sign of them anywhere.  CGC has never lost my books before and I have never had a previous issue.  Anybody know what my next steps should be?

[comicquant]

Do you know which tier the lost books were in.  If they were in the value or economy tier they are likely still being graded.

[Gaard]

I don't know who should be responsible at this point. What I do know ... I wouldn't ask anymore questions ... I'd start to make demands.

[MatterEaterLad]

If CGC signed showing they received the books, and the 3rd party can verify what book it was, then CGC better make you whole on this. It's their fault. And it they're just ignoring you then we've all got a bigger problem.

[Aaron Hicks]

10 hours ago, comicquant said:

Do you know which tier the lost books were in.  If they were in the value or economy tier they are likely still being graded.

The books are not in their system at all; they can verify my other invoices, but have no record that my lost invoice even exists.  If it is in grading, it is there without any electronic record.  

[Aaron Hicks]

10 hours ago, Gaard said:

I don't know who should be responsible at this point. What I do know ... I wouldn't ask anymore questions ... I'd start to make demands.

I called again today and got a supervisor's contact information and left a long but professional message (being a jerk doesn't get me very far).  The rep I haven't heard from in 10 days replied saying the higher ups are looking into it; I'm just hoping they honor the fair values I marked for my books.  Or better yet, I just hope they find my books.  

[revat]

I’d say escalate everything on the vendor and Cgc side. Get as many managers involved as possible.  Get concrete commitments to action.  Ask to record calls, save emails, etc, take copious notes on interactions.  

 

You can start reaching out publicly on social media if they’re not responding.

[Math Teacher]

On 8/16/2019 at 7:27 AM, Aaron Hicks said:

3.  CGC has looked for my lost books and have come up empty handed.  Customer service keeps referring me back to the vendor, who then keeps referring me back to CGC.  My last three customer service emails have gone unreturned, as have my last two phone messages.  My last messages have inquired about compensation for my lost books...I assume this is why I am being ignored.

 

I suggest you read about my similar experience, except that I dropped them off at a convention.

 

Joe

[Aaron Hicks]

20 minutes ago, Joe Ankenbauer said:

 

I suggest you read about my similar experience, except that I dropped them off at a convention.

 

Joe

Thank you for sharing your story.  CGC did not have a booth at this convention, though the vendor I used is an approved CGC dealer and was my only option at this show for verified signatures.  I see you have also been dealing with Melissa; I just received her name yesterday and left her a message.  Like you, the resolution I am hoping for is locating my books and getting them back into my hands.  

[Aaron Hicks]

Update and Conclusion:

My books eventually turned up at CGC.  They were never logged into the system and had been in the vault.  The Director of Operations called me and we determined the following:

1.  Myself and the vendor were not to be charged for any of the three invoices submitted in this circumstance, not just the one that was lost.

2. All books were fast tracked and were back in my possession within two weeks of their discovery.

3.  They provided a free account for a year with a credit for my next submission.

I valued the attention they paid this issue once they discovered it was their error; initially they blamed the 3rd party vendor.  They corrected that misconception and worked well to make this circumstance right.  Thank you to anyone who replied here offering advice and support.  

[Hutch88]

[1950's war comics]