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Missed call from BGS today
05-09-2012, 01:29 PM (This post was last modified: 05-09-2012 01:31 PM by 952melvin.)
Post: #1
Missed call from BGS today
Had a missed call, called it back and it was BGS. I thought that was weird because I haven't subbed by myself since 2009, and the last submissions were through Jeff in 2010.

After a short wait, with music and updates including informing me I was third in line for a representative I was connected with someone. This blew my mind, when I graded before there was no chance of calling and getting connected.

I was finally connected with a rep, and I told him I got a call from them. He explained to me what BGS was, to which I told him I was well aware, and that I haven't submitted cards in over two years. He says then that they are calling past customers to offer them a grading deal.

I said okay, and then informed him that when I submitted cards there was no chance of being connected to someone to talk to them like I had just been. He said something about submitting cards that lead me to believe you couldn't do it online anymore. I asked him if you can still submit orders online, he said that part of the website is down and the IT department is working on it.

I said okay (thinking to myself, boy...we are on a roll here), so I asked about the registry...when will it be up. He says they're working on it. I informed him that they have been working on it for several years. I then informed him that I found it amazing that they couldn't ever answer the phones a few years ago because they were so busy, but now they have time to call past customers to offer grading deals. I told him that they really must be hurting for business.

I told him I had a hard time justifying submitting cards to a company with problems such as this. I informed him to pass that message on. Got done with that and he still wanted to email me the information for the grading deal so I said fine.

Funny how the lack of use of internet for this company continues, the internet IS the way to win in today's economy.

Well, back to my little hole for a few more years.

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05-09-2012, 02:04 PM
Post: #2
RE: Missed call from BGS today
I only started submitted a little over a year ago I think, and have been contacted by phone for deals.
They get pretty aggressive with their calling. I expressed some minor interest in a Frequent Submitter deal and the woman e-mailing me said she would call to set things up. I wasn't really expecting the call to be at 7:05am, that was a little... not so great.

I expressed minor interest in the same deal again fairly recently, but with no date in mind or anything solid whatsoever, and Im receiving calls yet again to hurry and set things up, and give them a $25 deposit on the deal.

From my minor experiences with them on the phone, their phone system is absolutely horrid, constantly chopping in and out and a little bit of static. Causing me to have to get them to repeat basically every second sentence because they cut out and I missed some vital words.

I'm also not keen that when using their deal (which apparently you have to get on the phone for), I have to fill out the forms by hand. Feels like I'm being punished for accepting their offer. Certainly makes it a lot more inconvenient.
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05-10-2012, 07:39 AM
Post: #3
RE: Missed call from BGS today
I've never been to Beckett's physical location in Dallas but I have this mental image of a very small operation run on a shoestring budget. I say this because of the issues mentioned above, with all of the business done online today and with a company like Beckett that relies on the internet for their business it seems strange that customer service and IT are such issues.

I have been buying Beckett magazines and now the online price guide for years. I have also sent in many packages of cards for grading and for some reason I will continue to do so....hey maybe that is why they are not overly concerned with these issues...because people like me continue using their services even though it doesn't appear that customer service for the collector is too important.

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05-10-2012, 09:35 AM
Post: #4
RE: Missed call from BGS today
(05-10-2012 07:39 AM)dmasci Wrote:  I've never been to Beckett's physical location in Dallas but I have this mental image of a very small operation run on a shoestring budget. I say this because of the issues mentioned above, with all of the business done online today and with a company like Beckett that relies on the internet for their business it seems strange that customer service and IT are such issues.

I have been buying Beckett magazines and now the online price guide for years. I have also sent in many packages of cards for grading and for some reason I will continue to do so....hey maybe that is why they are not overly concerned with these issues...because people like me continue using their services even though it doesn't appear that customer service for the collector is too important.

I've been to Beckett HQ's lots of times. It's very nice and very impressive. It even has a theater for seminars.

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05-10-2012, 11:04 AM
Post: #5
RE: Missed call from BGS today
I'll be in Dallas next month. I'd love to walk in and be like "Hi I post on your message board, subscribe to your price guides, and send in grading orders at random. Can I have a tour?"

Anyone know how quickly Dallas PD responds to get rid of kooky collectors wanting tours?

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05-10-2012, 11:41 AM
Post: #6
RE: Missed call from BGS today
(05-10-2012 09:35 AM)nolan5000 Wrote:  I've been to Beckett HQ's lots of times. It's very nice and very impressive. It even has a theater for seminars.

I'm not surprised really....what I was describing was the perception that I get from the way they treat customer service. My impression is that they excel at marketing and sales...but once they have your money the services seem to not be quite as stellar. Anyway, this is just my opinion based on my own experience as well as many of the comments I read here.

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05-14-2012, 12:52 PM
Post: #7
RE: Missed call from BGS today
Quite unnoticed, Beckett underwent an ownership change recently and the worthless ex-President Brian Gulledge has been booted out. I'm hoping this will change the way they've operated in the past, including the tactless phone solicitations.

Similar grading deal calls I've received in the past came from an outsourced call center in the Phillipines and some gal following a script. She had all the credibility of every annoying telemarketer I've ever encountered.

I've also received email solicitations from a Beckett salesman whose name escapes me, but he was based in NY, more credible about the hobby, and much better to deal with, since I was able to negotiate a cost and turnaround time with him.

I have the benefit of being in Dallas and the ability to personally drop off and pick up cards at the Beckett offices. I've gotten to know the grading team fairly well and all are extremely capable and knowledgeable. Unfortunately the past parent company and President came in without knowledge of the hobby and their misguided direction really hurt the company and its customers.

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05-14-2012, 01:05 PM
Post: #8
RE: Missed call from BGS today
(05-14-2012 12:52 PM)coimbre 21 Wrote:  Quite unnoticed, Beckett underwent an ownership change recently and the worthless ex-President Brian Gulledge has been booted out. I'm hoping this will change the way they've operated in the past, including the tactless phone solicitations.

Similar grading deal calls I've received in the past came from an outsourced call center in the Phillipines and some gal following a script. She had all the credibility of every annoying telemarketer I've ever encountered.

I've also received email solicitations from a Beckett salesman whose name escapes me, but he was based in NY, more credible about the hobby, and much better to deal with, since I was able to negotiate a cost and turnaround time with him.

I have the benefit of being in Dallas and the ability to personally drop off and pick up cards at the Beckett offices. I've gotten to know the grading team fairly well and all are extremely capable and knowledgeable. Unfortunately the past parent company and President came in without knowledge of the hobby and their misguided direction really hurt the company and its customers.

I've never received any phone calls.

I too live in the Dallas area, so my dad driving me to Beckett HQ's is not a problem. It sure makes it easier to drop off the cards in-person and not have to worry if my cards made it or not. I'll have to submit again; it's been a couple of years since my last submission.

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