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 Replies: 11 / Views: 3,007 |
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New Member
Canada
22 Posts |
Hello all, Am I the only one who finds that the RCM has the worst service ever!? I mean, you try calling there and you are sure to wait 15-20 min before talking to someone and then these "rep" can't fix any order and you get transferred again!! Took me half an hour to do an address change... I am not kidding, I have complained so many times over the phone asking to speak to a manager/director and every time I am promised someone would call me back BUT THEY NEVER DO! A few months ago, I had a coin sent to my old address, then they had forgot to modify this order address, well I had no apologies from them and I had to go back to this local post office to pick up my coin. Thanks for reading! :) |
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Pillar of the Community
United States
5825 Posts |
Obviously you haven't dealt with ebay's Customer Service. |
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Pillar of the Community
Canada
2366 Posts |
 Oh yeah. But just check the definition of 'monopoly'. Then look at the customer service provided by RCM, ebay, Paypal, Bell, Rogers etc etc.   |
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Pillar of the Community
Canada
867 Posts |
Quote:Am I the only one who finds that the RCM has the worst service ever!? Hi macanderoy! I'm sure ther are worse examples (Microsoft comes to mind), but the Royal Canadian Mint has to rank high on the list. There are many, many accounts posted on threads throughout this forum and others citing stories of horrendous customer service. I include long shipping delays with no communication or explanation amongst these. Despite huge and increasing profits, the mint has failed to properly upgrade its website to 21st century standards. Although apparently, it does work better than Obama's HealthCare.gov site.  I don't fault the folks who take our calls, as they are consistently polite and always try to be helpful. They just are not provided with the necessary tools and resources to solve problems in an efficient and timely manner. Why the mint doesn't hire more folks and improve their overall operation is beyond me. I guess being a government run Crown Corporation with a monopoly means not caring about the customers. Edited by NuMoosematist
11/14/2013 12:01 pm
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Pillar of the Community
Canada
3690 Posts |
I'd say there is no comparison with the likes of Paypal, Bell, Rogers etc simply because of volume and diversity. Those companies have millions of customers with thousands of products and potential issues. The variety of problems and issues that effect the customer is vast and that is challenging for any CSR.
In contrast, the Mint has thousands of customers and only a few hundred current products at any given time. There are relatively few potential customer service issues (shipping, delays, account changes). Frankly, taking more than 30 minutes on the phone to change an address is ridiculous. Contacting the mint via their website is futile. If you get a reply, it's generally meaningless and of the 'do not reply' type of e-mail. Follow up question are not allowed so a satisfactory outcome is doubtful.
Yet, they faithfully pat themselves on the back in every annual report and tell themselves they have fantastic customer service and that customers are their primary focus. Clearly they are not talking about people who purchase collector coins.
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Pillar of the Community
Canada
726 Posts |
I agree the mint is not too collector friendly...When they are yu customers...I find them a little too greedy......They seem to hav gone Silver crazey ... My style to buy $5.90 coin not a mint one at 59.oo ........I will still be a future customer though... I never did get through there website with credit card one month...but I phoned and then no problemmm..... Edited by persistnt
11/14/2013 7:17 pm
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Pillar of the Community
United States
2408 Posts |
Coincidence... I tried calling twice last week and hung up after more than 15 minute wait. The next day I waited 10 minutes then got a CSR. In all my years I've never waited so long. They must be swamped.
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Valued Member
Canada
103 Posts |
I am sure that there must be some who have had bad experiences with customer service, but I have had no problems with the RCM. I have ordered on-line, by phone and through my rep. No problems ever. Quite the contrary, anyone that I have spoken to regardless of issue has been very helpful. As to wait times, sure I have had to hold with wait time dependent upon whether there was a new hot release. But the wait time has been minimal compared with that which I have experienced with other retailers. All in all, the RCM is pretty good. |
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Valued Member
Canada
480 Posts |
I think I have to agree with clvlys, everytime I've called in they are friendly and helpful. The wait time always vary depending on popular release and time of day. Calling into any other corporate company the wait time is just as long, I just put the phone on speaker and go about my business.
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Pillar of the Community
Canada
2019 Posts |
Ya same here, I never had a problem always friendly and helpful, except for the long wait on hold on release day which is understandable.
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Valued Member
Canada
109 Posts |
I think the Mint has very good customer service. They are always helpful and friendly, and they don't try and push their products too much. The only issue I have is there can be some serious delay time. But the quality of their products makes up for that, in my opinion. Their customer service is, indeed, far better than most out there. Especially the 'big' online ones, like ebay and Paypal - Paypal is like the worst ever. |
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Pillar of the Community
United States
1959 Posts |
Quote:
Why the mint doesn't hire more folks and improve their overall operation is beyond me. Well, it costs money, and most importantly, there is no incentive to improve. Who else will you get their product from? And yes, I expect Obama Care to be the same way as soon as the pesky private insurance companies are put out of business. Not to thread jack. No competition and no shareholders to answer too when profits dip into the red = failure. RCM is the only provider and they don't HAVE to turn a profit although they do. Oh Lordy, don't get me going. The U.S. Mint doesn't have the best CS either. |
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Replies: 11 / Views: 3,007 |
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Posted 11/14/2013 11:24 am
