However, I also think that NGC has a fine line that they have to walk to protect themselves.

I too, am quite grateful to rfar for all of the effort that he put into describing his journey into, and out of, the abyss. After reading his postings, I came away with the impression that he has built a solid case for himself. And I'm also sure that the people from NGC who read his entries also came away with that impression before opting to pull them.

However, I can state whatever I want to about how accurate I think rfar's statements are because I have no risk of being a party to a libel suit, whereas NGC does. They especially run that risk because they have defined in rather broad strokes what the use of the journals is for, and a really good attorney could make the argument that NGC allowed someone to use the journals for purposes outside of their defined intent, that they (NGC) were aware of that use, and therefore allowed their client (Heritage) to be defamed.

Please don't get me wrong. I think it stinks that the entries were pulled. I'm just saying that I can understand rationales for it.

Also, like audrop, I'd like to see a representative from Heritage make a statement about customer service.

I suspect that rfar is not the first person to go through a similar "adventure". Does that mean, though, that such experiences are widespread? I would hope not. In fact, I doubt it. I am sure that Heritage services many, many customers whose experiences have been quite positive and have been left with nothing but glowing things to say about the company.

However, it seems pretty apparent to me that Heritage is lacking in proper procedures for addressing customer issues when things go awry. It sounds to me like they are lacking in communication and tracking of CS-related issues, and individuals are left to "Wing it" when trying to solve problems because of a lack of firm procedures.

Does this make Heritage a bad company? No. I'm sure that they're a decent company staffed by decent people. However, for their own long-term interests, they need to start looking into improving in this area, and that is where a statement from a Heritage representative acknowledging some previous problems and a solid plan to deal with those problems would go a long way towards easing collector concerns.