Has Anyone Been Banned By MyComicShop 6 6

[mycomicshop]

15 minutes ago, Sweet Lou 14 said:

Might as well ask, by any chance were you actually named after the Robert E. Howard character?

What my parents have always told me is they liked the name from Arthur Conan Doyle but that I’m not named after anyone specifically, including the barbarian. 

[ttfitz]

On 5/1/2021 at 12:50 AM, kav said:

They would say "why" and if you said because youre an a hole they would say "why" then when you started bringing up instances they would argue ad infinitum why they werent.

Ah, I understand now - you deal with children all the time!

[UnboxingTreasures]

4 hours ago, mycomicshop said:

Hi @NamesJay, sorry to hear about the trouble you had. I looked into it and think I see what happened.

Looks like your previous order that caused the block was March 2017 for 39 copies of the same issue (multiple copies of a bunch of variants). I'm guessing this is the order where you had returns, though I don't have any notes about how many items were returned or further details about that. I don't know if this was the first order with returns or if you had returns on that account previously.

When we get returns, if the quantity of the return is small and/or the person processing the return on our end agrees with the reason for the return (we overgraded or made some other mistake), the returned inventory is regraded or corrected as needed and refiled, and the appropriate refund is issued, and there's no judgment of the buyer for returning. If the quantity of returns is high relative to how much was ordered, and if in our opinion many of the returned items were correctly graded (eg we wouldn't necessarily change the grade if refiling them), then they'll sometimes be given to Buddy, the company owner, to review the grades to give a final determination if he thinks they were fairly graded to our standards.

Usually, when we get somebody returning a larger number of books that results in this kind of review, the comics in question are all modern era books under $10 that we've graded NM on the "letter grade" scale (NM, VF, FN, etc) rather than books that we graded on the 10 point scale (NM+ 9.6, NM 9.4, NM- 9.2, etc). A letter graded NM from us does not mean the comic is guaranteed to get a CGC 9.4. A letter graded NM book from us could encompass anything on the ten point scale from NM- 9.2 up to NM/M 9.8, perhaps occasionally a rare 9.0 VF/NM. We sometimes get customers returning letter graded NM books because what they want are NM+ 9.6 or NM/M 9.8 candidates for slabbing. We can't accommodate people fishing for only 9.6 and 9.8 range books from among our letter graded NM inventory.

If Buddy reviews the returns and determines that many of the items were fairly graded to our standards and the customer expectations are too high, then we may choose to limit that customer's account. In the past, the main option for this was blocking the account from ordering.

Within the past few years we've added other, softer options than blocking the account. One option is informing the customer that all future orders are on a non-returnable basis due to disagreement about grading expectations. Another is to mark the account so that it can only order slabbed comics. And of course in some cases it's appropriate just to warn the buyer that their grading expectations are higher than we can provide, without blocking them. Blocking should be more of a last resort for people that are fraudulent, particularly rude or hostile, or have proven to be completely unreasonable or a big timesink to deal with for whatever reason.

We also have some new faces in our customer service department that I think are doing a better job at handling these kinds of situations. A former employee who wasn't great at de-escalating disagreements and was too quick to block an account doesn't work for us any more, and I think our CS department is stronger because of that.

I'm taking this discussion as an opportunity for me to remind our current CS team that where appropriate we want to reach for those softer, intermediate options (warning, non-returnable status, or slabs-only purchasing) rather than completely blocking an account. I've updated Jay's account with notes, unblocked the account, and am PMing Jay to follow up.

Best,
Conan

Thank you very much for the reply and I've responded personally to the message in my inbox!

[CatskillMike]

And he didn't have to do that!

[badback83]

Maybe @mycomicshop should offer customer service classes.  
 

Dylan should be the first student.

[thehumantorch]

24 minutes ago, DocHoppus182 said:

Maybe @mycomicshop should offer customer service classes.  
 

Dylan should be the first student.

Dylan's master plan is to 1)  destroy CGC 2) eliminate DDT 3)  buy mycomicshop and adopt Conan as his brother.....

[onlyweaknesskryptonite]

1 hour ago, thehumantorch said:

Dylan's master plan is to 1)  destroy CGC 2) eliminate DDT 3)  buy mycomicshop and adopt Conan as his brother.....

I would have thought his thought that  trimming is not restoration would have been in his top 3.. 

[kav]

2 hours ago, DocHoppus182 said:

Maybe @mycomicshop should offer customer service classes.  
 

Dylan should be the first student.

F minus

[Buzzetta]

20 minutes ago, kav said:

F minus

Remember that time you said that no explanation should ever be provided?  How did MCS do here?

[kav]

46 minutes ago, Buzzetta said:

Remember that time you said that no explanation should ever be provided?  How did MCS do here?

If a complaint goes public, I guess its best to respond.  But not if some numbskull asks to borrow your car.

[kav]

also if you change your mind and retract your no.  If its a solid no, youre likely toend up with endless argument.  We've certainly seen that played out here many times.

[BuraddoRun]

I'm glad things seem to have been worked out between OP and MCS. I worked at one of the retail Lone Star Comics shops a little under 20 years ago, and while my interaction with Buddy and Judy were few, they were always pleasant and it was a great place to work. I learned a lot from my time there about the business as well, and will always be thankful to them and the managers at my store for it. That remained my LCS until they closed, and while I still prefer to buy comics in a brick and mortar store, and thus moved on to the "competition" for that, MCS is my go-to for most online comic orders. I definitely prefer them to any other online comic store.

[Crops068]

Pure class and completely within my expectations, I have seen MCS respond here and show they are above and beyond when it comes to the industry in dealing with all us nerds.

Kudos Conan (non the barbarian) @mycomicshop!