Perth Mint "Thank You for Your Continued Support"

T

thatguy

Active Member
Dear XXX


On behalf of The Perth Mint, I would like to apologise if you have experienced difficulties or delays in recent weeks when purchasing our coins via the internet or over the telephone.

We are deeply concerned by reports that some customers have been inconvenienced or disappointed by their experiences and I would like to assure you that we are doing everything possible to rectify the problems as soon as possible.

Demand for our coins is currently running at unprecedented levels and we have been inundated by high levels of web and telephone traffic from clients all around the world. This has put tremendous pressure on our business systems and Customer Service department which have struggled to cope with the number of enquiries and orders.

We are fully aware of the need for urgent action and are presently:

- Completely re-developing our collector web site.
- In the process of analysing our business-wide information technology.
- Working on improving our telephone system.
- Examining ways in which we can upgrade our Customer Service department.

Unfortunately, these projects will take some time to work through. We are looking for efficient, effective and future-proof solutions rather than hasty reactions that could prove to be disastrously counter-productive.

As a result, I would ask for your patience and understanding. The Mint is fortunate in having a team that is just as concerned by these difficulties as some of our customers and we are working together as hard as possible to find the best long-term resolutions.

We'd be grateful for your continuing support during this work as we endeavour to bring you outstanding coins and collectables backed by improved customer support.

Yours sincerely
Ron Currie
Sales & Marketing Director
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Unless you're into the artificial scarcity Lunar coin cult I don't know why anyone bothers with Perth mint. Buy cheaper and with better service elsewhere. Reminds me of those night clubs with types out the front deciding whether you're worthy and interesting enough to enter their seedy premises - who cares and fu. Have better cheaper fun elsewhere.
Bitter? - yes I'm bitter, lol
 
Yeah, I got that email too, I was going to post it but then I remembered that Ron Currie is a member of this site so I figured he was going to post it here too...

Too slow!

I found that the phone staff were great during the problems and it was just the technology that let them down.

Now they are going to spend a fortune on IT upgrades (which they will pass on to the customer) and then assume that it was worth it when they don't have the same problems during the "Year of the Toad" release day.
 
What really funny is that I just got an email, from Perth Mint order today, reminding me that I have a Typeset of year of dragon in my cart, and when I clicked the link, it said the quantity of 1 has to be adjusted. LOL.

I spent 2+ hours on Oct. 4 morning Australia time, tried to order one, failed before sold out, but the phantom set is still in my cart in Perth mint system until now.

Yes, that system does need some improvement:(
 
Yes - I got the email too and was about to post it on here but decided to look to see if anyone had posted it first! Good job I looked or I would have been guilty of that dreaded double posting! :o

Anyway, I appreciated receiving the email and hope they iron out the problems with the online web site and how they cope with the popular new releases.
 
goldpanner said:
Yes - I got the email too and was about to post it on here but decided to look to see if anyone had posted it first! Good job I looked or I would have been guilty of that dreaded double posting! :o

Anyway, I appreciated receiving the email and hope they iron out the problems with the online web site and how they cope with the popular new releases.
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Now if the issues still exist for the snake... well lets just say they are gonna cop it
 
Not just confined to online ordering etc., I emailed PM this morning in response to so-called outstanding items still in my cart, then received the "sorry" letter and have just received the following notification from Mailer-Daemon (obviously in response to my earlier email to PM orders :


----- Transcript of session follows -----
<[email protected]>... Deferred: Connection timed out with mail.perthmint.com.au.
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old
 
bullion baron:

i disagree that it was "a nice gesture". they are a multi-million $ profit-making monster. nothing wrong with that. but if you then believe the heart-felt apologies I think you are a little naive. that email is straight out of a BS customer relationship / services marketing textbook.

i even sent them an email complaining about the problems and specifically requested for them NOT to reply with some sleazy excuse about "unprecedented demand" and pressure on systems. they knew this upfront yet did nothing about. hence their feeble apology is just that - a silly and insincere gesture with no substance
 
benny said:
bullion baron:

i disagree that it was "a nice gesture". they are a multi-million $ profit-making monster. nothing wrong with that. but if you then believe the heart-felt apologies I think you are a little naive. that email is straight out of a BS customer relationship / services marketing textbook.

i even sent them an email complaining about the problems and specifically requested for them NOT to reply with some sleazy excuse about "unprecedented demand" and pressure on systems. they knew this upfront yet did nothing about. hence their feeble apology is just that - a silly and insincere gesture with no substance
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Your right !
PM doesn't care ...they are company just like any other company interested in one thing bottom line.
You spent 2 hours trying you buy 1coin then you get SORRY email the next day its a joke .
 
"Unprecedented" is bs. Many had wrote to them prior to the dragon proof release that they should beef up their ordering system but they took no notice.

Allocation limit of 1 per customer is also bs when vast qty goes on sale at auction site even before the release. Hundreds, if not thousands, of coins got send to grading agencies to get slab even before the public can get any from the mint. These are than sold at 5 to 10 times the release price by the dealers.

Go figure.
 
silverybay said:
"Unprecedented" is bs. Many had wrote to them prior to the dragon proof release that they should beef up their ordering system but they took no notice.

Allocation limit of 1 per customer is also bs when vast qty goes on sale at auction site even before the release. Hundreds, if not thousands, of coins got send to grading agencies to get slab even before the public can get any from the mint. These are than sold at 5 to 10 times the release price by the dealers.

Go figure.
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One month to make a better System. And nothing .same problem. If they fix they System they sold OUt the dragons in less than five minutes. But we saw the allocated nmber for all members.
 
finicky said:
Unless you're into the artificial scarcity Lunar coin cult I don't know why anyone bothers with Perth mint. Buy cheaper and with better service elsewhere. Reminds me of those night clubs with types out the front deciding whether you're worthy and interesting enough to enter their seedy premises - who cares and fu. Have better cheaper fun elsewhere.
Bitter? - yes I'm bitter, lol
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Their good if you in Perth and can pick up over the counter - pick up makes their bars about as cheap as I can source from anywhere.
 
Teh silvers said:
Apologies are useless.I missed out on a typeset due to there sh!t system.
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totally agree , i spent nearly 3 hours trying to get thru on there pathetic website , and i too missed out

absolute joke , i wont be using them again .
 
"some people are never pleased"

i would be pleased if they had a transparent, fair and functional process in place for ordering coins. if then i didnt get one i would not complain.

the systems for mcdonalds and the perth mint are clearly not comparable. they are based on different business models and offer different services. fast and cheap mass produced cardboard GM burgers and high value collectors coins are very different...
 
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