Tag Archives: Buffalo nickels

Customer Service Part 1

Last week we put some Buffalo Nickels on eBay. They were well circulated  and they have been gold-plated. They are strange, yet decorative and, after some discussion on how yellow they needed to look in the photographs (see yesterdays post for a discussion of that) we loaded them and waited.

On Wednesday someone enquired about them and in a message using entirely capital letters, told us we had made a mistake and should correct it at once. It was my day off and i only caught the tail end of the correspondence. The shop owner, worn down by the hectoring of the customer, gave him a discount on the coins and a postage rate that was actually below cost. Sometimes he does that.

Buffalo Nickel - the obverse is an amalgam of several different people, though many claimed the honour.

Buffalo Nickel – the obverse is an amalgam of several different people, though many claimed the honour. (They are really only just 21mm in diameter

Today, the complaints started. We had got the order, packed it and had it delivered in the space of two days, but this wasn’t good enough.

The customer was unhappy because the dates were worn and they were not varied enough for him. He claims he used a 10X glass, and even then the dates are hard to read. He also says he notes we have “covered” ourselves by saying that the dates were from the 1920s and 1930s. It was in block capitals again and the use of “covered”  seems like an accusation.

It doesn’t take Sherlock Holmes to work out what has happened here.

First of all someone bought something he knows little about. The Buffalo Nickel is a beautiful coin, but it is well known that the dates wear badly and that time and circulation can make it look very shabby.

Second, he didn’t read the details properly and/or thought he was getting something for nothing. We didn’t offer a date run, a variety of dates or anything like that. We offered coins of random dates which we described accurately and, in another part of the listing, said that we wouldn’t select dates, and you would get what we sent. We did this to avoid people asking for the rare dates and wanting us to spend time sorting. They are cheap coins and if I spend ten minutes sorting coins it eats into the profits. If people want specific dates we have listings that offer that, but the prices are higher to reflect the time we spend sorting.

Third, he either has problems with eyesight or a bad attitude, or both. I deduce this from the capitals, the tone and the fact that he can’t read the dates. My close-up vision isn’t great and I need a lot of light these days, but I have no difficulty with the dates.

There didn’t seem any point in arguing, and the terms and conditions are quite plain – he can return the goods and we have to pay for that return. It’s one of the ways eBay makes it difficult for sellers. So we thanked him for his feedback and promised that we would take it on board for future listings.

Supposed to be Black Diamond, but possibly just a combination of various Buffalo. Or Bison.

Supposed to be Black Diamond, but possibly just a combination of various Buffalo. Or Bison

And half an hour later, we had another reply. He is, it seems, “disgusted” with the way we do business and considers it close to “deception”. He’s also issuing vague threats about leaving us negative feedback.

The owner replied and reminded him that if he isn’t happy he can send the coins back.

The next reply said that the coins were lovely to look at and as the customer is housebound he is unable to get out of the house to return them. He concludes by telling us that the problem is back to us.

He’s actually looking for an offer of a partial refund. It’s a form of dishonesty practised by many people on eBay. It’s really just theft dressed up, and you’d be amazed how many people try it.

So where we do we go from here?

Monday’s emails are going to be  a delight . . .

A Downtrodden Man

A woman rang today and asked if we bought unusual American coins. I passed her on to the proprietor, as he has a wide-ranging knowledge of American coins. It turns out she had found a rare Buffalo nickel (1913 San Francisco Mint – I’m hazy on the rest of the detail as I wasn’t listening). The Buffalo Nickel is a lovely coin, and if I were American I am sure they would be a pleasure to collect.

This was unusual because “rare” coins usually aren’t rare.

Earlier in the week we bought some coins off a man. He brought two small lots in- one bag of coins from his wife and one from him. He told us his wife was making him sell the coins he had inherited from his mother when she died last year. They came to £17.50. The wife’s coins only came to £5. So he signed the form and went off with his money. Six hours later we had a phone call from the wife telling us he shouldn’t have sold hers. He had to sell his but she wanted to keep hers. Then she told me she wanted hers back. That was, off course, a problem, as we had already sorted the lot into various other places.

Spanish Poppy

She told me they were worth a lot more than £5. I couldn’t help it, I just laughed. It was the end of a long day (in fact it was 15 minutes after closing time and we were just parcelling up a couple of late orders) and I really couldn’t be bothered. They coins were rubbish, her internet search was misleading and her grading, as usual, bore no resemblance to the reality of the condition of the coins.

Anyway, to cut a long story short, we sorted out a selection of coins that resembled the ones she had and the boss, worn down by her whining, just gave them to her to get rid of her, and to reinforce the idea they were virtually worthless.

It’s her husband I feel sorry for, he had to get rid of his but she keeps hers. (He’s a little older than me, by the way). His must be quite a cheerless existence.

You see all sorts in a coin shop . . .

Leaf

In other news, my blood test was OK this morning, though I still have to go in next week. I really must start applying pressure about less testing.

Wednesday produced some brilliant service from the NHS, who sorted a problem out in five minutes and had my delivery with me inside 24 hours. If I were a curmudgeonly sort I would point out that if they had done their job right in the first place three weeks ago there would have been no problem.  However, it is the system that is at fault and an individual who sorted it out, so credit where it’s due.

Then tonight the warning light came back on in the car. Did I tell you about that? Ys, I checked and I see I did. So far that Engine Management System has failed to flag up a single problem but it has cost me hundreds of pounds for replacing a faulty valve and several trips to the garage to get lights reset. It’s the next step in consumerism – first we had planned obsolescence, then we had vacuum cleaners that need replacement filters all the time instead of a new bag every few years, and now we have systems in cars that need repairing even though there is no actual fault with the car. This is either brilliant or very annoying, depending on your point of view. To me, it feels like Volkswagen are picking my pocket on a regular basis. Technology does not seem to be good for me.

Wheat

And that’s before I get on to the story about how I had to open a HP account to use my own scanner on my own computer. I couldn’t work round it by downloading a fix from Microsoft as they don’t recognise my account details. I answered a lot of stupid questions to try to retrieve the account and they told me I hadn’t answered enough. A big sort out is coming and the machines are going to come off second best when I raise the New Luddite standard. Thirty minutes messing about just to scan something for Julia, when in the old days, before the “new and improved” system, I could have done it in ninety seconds.

Photos are random, just to keep you awake.