US Mint Website Ordering And Delivery Problems (Psfweb)

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Author	Replies: 4 / Views: 3,059
Bizybackson Pillar of the Community United States 1817 Posts	Posted 06/19/2015 11:24 am I want to start a thread documenting the ordering issues with the US Mint's website, mail order and call center, which is their service delivery platform as administered by PSFWeb. Maybe the Mint powers will read this thread... I place on average 15 orders a year with the Mint. When it was with PBGS/Novitex I might have 1 bad coin out of every 5-6 orders the last few years and I've been a steady customer since 2010. Of the three orders I placed last month, all three had issues, from a scratched ATB puck to a gold coin with a distinctive carbon spot. These were all visible without magnification. So issue #1 is the shoddy QC. The third order was short a few items, which is a first for me, to receive a packing list without the required # of items. (no more buying sight unseen mint packages out of Memphis either!) The service delivery back end is worse than it was in Plainfield, IN. Once upon a time you could ask for replacements or exchanges, but not anymore. PSFWeb just doesn't have the time to manually process an order or hand carry it to fulfillment. The call center thinks they can but they aren't doing it now. The customer simply gets a refund. I think it's pretty clear that PSFWeb underbid Novitex by large margin as these issues shouldn't be visible to the customer base, because the system is shoddy and poorly executed, it shows. So what they fixed the front end ordering system for their convenience, in the end it's the deliverables that count. As for the customer call center, they must have the worst jobs in government. They never have any idea what goes on in Memphis, so their problem solving/resolution percentage is about a measly 0-1%. They aren't given any tools the customer doesn't have already. Feel free to add your comments or vent about the US Mint's ordering system. Edited by Bizybackson 06/19/2015 11:27 am Report this Post to the Staff

OldSkoolMadSkilz Pillar of the Community United States 2077 Posts	Posted 06/19/2015 12:00 pm According to a CR I spoke with, they don't refund return shipping anymore unless the items were damaged in shipment. Report this Post to the Staff
Foxwoods Man Pillar of the Community United States 4901 Posts	Posted 06/19/2015 7:06 pm "Website ordering and delivery problems" (title of the thread) are not the cause of defective coins... If you are not pleased with a product order another and return the first. Not a big deal.... In my MANY years of ordering from the Mint the only website issues occur when there is a special in demand coin/set being issued...and that usually lasts for a few hours.. As far as delivery problems I do not know of any specific issues... As far as calling the Mint...in 20 or more years I have NEVER called them...no need...defective coin- order another and return the first Edited by Foxwoods Man 06/19/2015 7:10 pm Report this Post to the Staff
Bizybackson Pillar of the Community United States 1817 Posts	Posted 06/19/2015 7:22 pm Easy to say, Foxwoods, if it's a slow moving product. But what if they were your fast moving sellout imminent MoD sets with the special dimes? Such complacency only lets the Mint and their contractors off the hook. I never said the service delivery was the cause of defective coins, mind you. It's the poor to non-existent Quality Control process at fault here. Sharp eyes would yank such products either in the minting stage, pre-packaging stage or final assembly stage. Seems like the Mint is losing control of the QC process if they can't even monitor trays of $1,540 coins. And PSFWeb isn't helping with the QC either. As for the recycling of rejected products from previous customers, I don't believe that Novitex ever did that, but I believe PSFWeb will just return it to stock and send it out again. I started this thread primarily because these issues are become chronic and frequent. A for-profit company would soon find themselves out of business if these were their best practices. But because it's the government they can get away with and be forgiven much with zero accountability to the public they purport to serve. Report this Post to the Staff
PennyPiggy Valued Member United States 317 Posts	Posted 06/19/2015 9:00 pm I think its all automated now. I saw a video of inside one of the facilities of US Mint and machines box things up. I remember it because I thought the people did it by hand then I saw the video. I'm assuming the coins are computer scanned for quality control? Only thing I can add is common sense like if you know its going to be a fast paced item then order more than one item to increase your chances of getting the best quality item. If you can't order more than one then take your chances like the rest of us. I understand you can spot issues with your coins but the mint is probably thinking its more efficient to have the customer judge the coins. And Gold Buffalo early sales was something like 7000 coins!!! They'd be there forever! They have other releases and things to do. Report this Post to the Staff
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