Hi
@Moe@COMC ,
With all due respect (and please note this isn't toward you personally) but there is never any delay in taking the money from my balance / funds in my account, yet I have to wait days to have it corrected because there was no QC checking it was all how it should be?
I get you are busy leading up to Black Friday, but from a customer service perspective would it not be better to fix a job only half done
given that you've already got my money (and noted that there was no delays in this process occurring) for the half hearted attempt to do it first time? I 100% understand about marking it as mailbox submission - and waiting for that to appear given the volume, but corrections I believe are something that needs to be rectified straight away.
In regards to the item description - when a mailbox item is being processed we can see it in our dashboard. Perhaps adding a feature that we can select & submit its intention via a drop down menu (mail forwarding, for sale or grading) before the processing starts / is completed would a solution for all.
No offense taken, no worries...and, I'm totally in agreement with you.
Correction requests, in general, have been a point of contention here for a lot of users recently...something like this is (IMO) taking an existing issue and pushing it down the line. Yes, it helps speed up the initial processing, so we can get more cards deposited into accounts, but then it puts the burden on the identification team in an area that's already being pushed hard due to the numerous edits requests and corrections that are required due to the transition to the new card database project we started back in April.
When the Mailbox first started, users had an option of 1-day or 1-week processing, and that led to a ton of extra emails being sent back and forth, in regards to which service users wanted to use. When we streamlined the service in January and lumped Mailbox into the Premium service, it sped up the process and made things easier for us in a time when we were reorganizing our resources for the upcoming transition.
Recently, we've seen the Mailbox explode in popularity, to the point where it's causing delays in the processing of other transactions...we've been trying different things, internally, to make the process easier and use our resources as efficiently as possible. We've also hired 6 new people for the upcoming holiday push, to help us with the extra cards that are both coming in and being shipped out.
With all this said, we've been doing everything we can to make things run as smoothly as possible - and, we've still got a ways to go.
This new means of handling mailbox submissions needs to shake itself out; unfortunately, we didn't have any opportunity to do a test run of any kind - it's introduction even caught us (customer service) off-guard, with the speed in which it was implemented. I'll pass on your feedback, and feel free to email me at
Staff@comc.com with anything else you would like to see, in regards to the Mailbox or COMC.com in general - I'll forward those emails to Tim and we'll see what we can do to make this a better experience for everyone.
