COMC Mailbox Thread

Moe@COMC · Oct 30, 2014

jkidd05 said:
Hi @Moe@COMC . Will this correction request come at a cost?

Thanks

As far as I know, there should not be a fee for the identification. On Monday, I heard rumours about this happening, but I wasn't given a timeline. So, as you can imagine, I'm a little surprised to see that it was enabled as quickly as it was.

And, I believe the zoom feature will be enabled, once the card is identified. If it isn't, please let me know.

jkidd05 · Oct 30, 2014

Moe@COMC said:
As far as I know, there should not be a fee for the identification. On Monday, I heard rumours about this happening, but I wasn't given a timeline. So, as you can imagine, I'm a little surprised to see that it was enabled as quickly as it was.

And, I believe the zoom feature will be enabled, once the card is identified. If it isn't, please let me know.

Thanks @Moe@COMC . Just figured out the use feature is only available once you add item to shipment.

How long will the identification process take?

Hopefully there is better communication between you and rest of the company in the future, as you are at the forefront of most customer inquiries.

Moe@COMC · Oct 30, 2014

jkidd05 said:
Thanks @Moe@COMC . Just figured out the use feature is only available once you add item to shipment.

How long will the identification process take?

Hopefully there is better communication between you and rest of the company in the future, as you are at the forefront of most customer inquiries.

The identification shouldn't take long, and if it does, please let me know...

As for the communication bit? *no comment*

jkidd05 · Oct 30, 2014

Moe@COMC said:
The identification shouldn't take long, and if it does, please let me know...

As for the communication bit? *no comment*

@Moe@COMC Thanks again. Will let you know if there is an issue!

nichj99 · Oct 31, 2014

Hi @Moe@COMC ,

Quick question - what's the lead time on having a scan fixed if it was done upside down? I have a card I'm wanting to sell ASAP but was processed 48 hours ago with no data and an incorrect scan.

What exactly am I paying the processing fee for in this instance? I have reported it but no change made as yet.

Moe@COMC · Oct 31, 2014

nichj99 said:
Hi @Moe@COMC ,

Quick question - what's the lead time on having a scan fixed if it was done upside down? I have a card I'm wanting to sell ASAP but was processed 48 hours ago with no data and an incorrect scan.

What exactly am I paying the processing fee for in this instance? I have reported it but no change made as yet.

The turnaround time is really dependent on how busy the scanning team is, and they've been running flat out recently, working on all the submissions we;ve been receiving for the Black Friday processing special. On average, it should only take a few days (at the most) to get this handled, however.

Also, due to the popularity of the Mailbox, along with the fact that the majority of Mailbox submissions are never sold but instead shipped internationally, it was decided that all Mailbox submissions would be given the designation of "2014 Mailbox Submission" - this would speed up the processing time and allow the identification team to re-allocate resources to other cards.

We do apologize for the delays, and we'll get that handled for you as soon as possible.

nichj99 · Oct 31, 2014

Moe@COMC said:
The turnaround time is really dependent on how busy the scanning team is, and they've been running flat out recently, working on all the submissions we;ve been receiving for the Black Friday processing special. On average, it should only take a few days (at the most) to get this handled, however.

Also, due to the popularity of the Mailbox, along with the fact that the majority of Mailbox submissions are never sold but instead shipped internationally, it was decided that all Mailbox submissions would be given the designation of "2014 Mailbox Submission" - this would speed up the processing time and allow the identification team to re-allocate resources to other cards.

We do apologize for the delays, and we'll get that handled for you as soon as possible.

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.

Moe@COMC · Oct 31, 2014

nichj99 said:
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.

jkidd05 · Oct 31, 2014

@Moe@COMC

To reiterate Josh's comments.

To put it bluntly, from a customer's perspective the fact the processing team is swamped with submissions is not our problem. As long as COMC is taking money from my account, I expect the advertised service. It is as simple as that.

When the price increase from 50 cents to $1.45 (processing, top loader, shipping) per card was introduced, it was insisted that the cards MUST be added onto the main site. A lot of members were up in arms about this because many felt it was not necessary to do that...but as the policy was implemented, it became quite apparent that a lot of us needed to sell some cards on site in order to contribute to the fees. Having no identification for mailbox submission items will essentially eliminate this opportunity.

We should not be paying the same fees for "a part" of the service. If that is the route COMC wishes to take, then the processing fee should be lowered to reflect a lesser service.

Moe@COMC · Oct 31, 2014

nichj99 said:
Hi @Moe@COMC ,

Quick question - what's the lead time on having a scan fixed if it was done upside down? I have a card I'm wanting to sell ASAP but was processed 48 hours ago with no data and an incorrect scan.

What exactly am I paying the processing fee for in this instance? I have reported it but no change made as yet.

Ok, just to follow up - with Tim's assistance, I was able to track down the correction request you submitted for that card and it was resolved (card identified and rescanned) several hours after you posted this comment, and within 24 hours after it was initially deposited into your account.

Not to dismiss your concerns, as they are valid, but just to be sure, were there any other correction requests that you submitted?

nichj99 · Oct 31, 2014

I had requested it as soon as it was processed and I got the email notification. When I logged in much later, I submitted it again as there was still no change and was not able to change the status of it to be anything other than "ready to ship". I'm not sure if you got 1, or both my requests but only this morning after waiting for a day without an update did I escalate my concerns around what the processing fee was for in this instance as it had no information and incorrectly scanned therefore had not fulfilled the processing steps that come with that charge.

I appreciate your follow up.

Mr Paparazzi · Nov 1, 2014

Hi @Moe@COMC ,

Have also had the same problems and have two cards in my account to be corrected as well.
Very poor effort in my opinion as we pay for the service, bit of feedback too but also noticed scans getting worse and worse and also cards getting damaged or not identified at time of processing.

Thanks

Brett

ozballer23 · Nov 2, 2014

Mr Paparazzi said:
Hi @Moe@COMC ,

Have also had the same problems and have two cards in my account to be corrected as well.
Very poor effort in my opinion as we pay for the service, bit of feedback too but also noticed scans getting worse and worse and also cards getting damaged or not identified at time of processing.

Thanks

Brett

I have also received a damaged card. Crushed corner that was not pictured when a pic was taken, so obviously happened whilst processed with comc.

Slimzy69 · Nov 2, 2014

Anyone having issues loading comc today? Doesn't seem to be working...

Slim

GarnettFan4Life · Nov 2, 2014

Slimzy69 said:
Anyone having issues loading comc today? Doesn't seem to be working...

Slim

fine for me just now

Slimzy69 · Nov 2, 2014

GarnettFan4Life said:
fine for me just now

Yep all good for me now too

Thanks bud

Andrew Thomson · Nov 4, 2014

ok really really stupid question here, im brand new to COMC,

1, How do i find my postal address for it ?? looked through the dash board cant see it so im either blind or im looking in the wrong place
2, can the COMC address be setup in ebay for usa purchases

Greg_B · Nov 4, 2014

1) The address format you need is:
COMC.com Mailbox c/o (your username here)
6727 – 185th Ave NE
Redmond WA 98052
United States

2) I've used it for quite a few eBay purchases where sellers will only ship to the US or to minimise the delivery cost. If eBay asks for a phone number the one you need is 425-869-5713

Andrew Thomson · Nov 4, 2014

cheers

Andrew Thomson · Nov 7, 2014

so got my first lot of cards ready to send of nothing special more a test for my own peace of mind,
now just to confirm ive printed there packing slip now ive wrapped that around the cards and put them in a bubble envelope
ive addressed it to as follows

COMC
6727 - 185th AVE NE
Redmond, WA 98052
United States

thats all i need to do then obv just go to post office and pay postage to them ??

Cheers

Andrew

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