How long should it take a TPG to correct an error? 1 1

[RWB]

A recent discussion/complaint thread elsewhere showed it required more than 6 weeks of persistent contact by the collector to resolve a data entry mistake.

How long should a TPG take to resolve that type of error? How about for other kinds of "clerical" mistakes? What about attribution or authentication errors?

Edited August 15, 2021 by RWB

[numisport]

Clerical mistakes should be reviewed and corrected immediately with high priority. How is a guarantee worth its weight if a simple mistake cannot be addressed in a timely manor ?

[MarkFeld]

I don’t think it’s known how long it took for the error to be resolved. As the submitter never reported back within the thread, after the fact.

But in answer to your question - A reasonable length of time, depending upon the specific circumstances. In other words, no specific, time frame.

[gmarguli]

Why did the TPG need to correct the error so quickly? This wasn't some obscure error like D&H-197 has 180 edge reeds, but they listed it as D&H-198 which has 172 edge reeds, that may not be caught in the grading process. This was a completely different coin being listed. It was CLEARLY a data entry error. Anyone who has ever submitted a quantity of coins as seen this happen and it gets corrected along the way. It was almost certainly going to be corrected once the coin hit the grading room. Why not just wait to see if it was corrected? PCGS updates their submission info during the grading process and also lets you see attribution and grades before they ship. He should have just waited.

[RWB]

On 8/15/2021 at 1:04 PM, MarkFeld said:

I don’t think it’s known how long it took for the error to be resolved. As the submitter never reported back within the thread, after the fact.

It was not until the 14th that the TPG said the mistake had been corrected, and the first post from the customer was the first week of July.

But the question has broader implications for the explicit trust that must be part of the authentication/grading paradigm.

Edited August 15, 2021 by RWB

[DWLange]

Not to make excuses, but it should be evident from the long turnaround times on grading that the grading services are slammed with coins right now. At NGC we make every effort to resolve a complaint quickly and fully, but currently we're so busy that it may be a week or two before someone even gets to the message.

[MarkFeld]

On 8/15/2021 at 3:41 PM, RWB said:

It was not until the 14th that the TPG said the mistake had been corrected, and the first post from the customer was the first week of July.

But the question has broader implications for the explicit trust that must be part of the authentication/grading paradigm.

That doesn’t mean it hadn’t been corrected before then.

“Since my message our customer service manager has been in constant contact with this customer. By the time of contact, the data entry error in the order had already been corrected and the order has proceeded as it should through our system. This issue has been fully resolved on our end and the customer received an apology for the brief misinformation on the order status page for his submission....”

[Coinbuf]

Hard to say, under normal conditions I would think a simple clerical error could/should be resolved within 48 hours.   Difficult to say when normal will return.

[Henri Charriere]

@gmarguli There is a pandemic raging, with a half dozen known variants, and you expect me to believe some guy is sitting around counting lands and grooves on edges?  😉

[VKurtB]

Depends on the type of error. If the error is getting into the certification business in the first place, see the frequent turnover of ownership history of the several firms.