Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 309. (Read 628889 times)

you're not alone, i'm waiting for a deposit since 10 days, 1 response from support (after 4 days) then when i replied nothing so far and still no deposit.

I've always spoken greatly of kraken but this detonation in service levels is a big concern.

The deposit has just been made to my account.

timebinder

As I said, typosquatting seems to be a very polarizing issue. I have trouble seeing anything particularly wrong with it, but I respect the opinion of those who do.

I agree with timebinder that customer support is a much more serious issue for us right now. I wish I could give an estimate for when customer support will be back on its feet and responsive again, but it's really hard to say. We're making progress but it's been slower than I expected. We've hired more support agents and that has helped, but we've still got a backlog of tickets, so we may need more agents. But we are slowly reducing the backlog. Also, we have bottleneck issues where certain kinds of problems need input from one person to get solved and this is a different problem that still needs to be resolved. Things have also been slower last week and this week with the holidays, and this especially includes issues that require input from our banks. My impression has been that our banks have been operating on very reduced staff last week and this week. We've had reduced staff as well though.  

The situation with customer support is completely unacceptable and we sincerely apologize to everyone for it. All I can say is that we're working to improve it and it is slowly improving.

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I have been involved with domains quite extensively over a number of years.  These kind of stunts are seen as childish and idiotic and when a dispute is made finding of "bad faith" is pretty much a sure thing.  The CEO calls himself a crypto-currency "magnate" and he already has a substantial portfolio of Bitcoin-related domains.  Why he feels the need to do this shows a lack of judgment and just overall immaturity.  I had opened a Kraken account and I was waiting until it became available but I would not send funds to a company that does this type of thing and then argues with people when they point out how ridiculous it is. 

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I've also been involved with domains for many years and surprised you're taking such offence to a common marketing practice. And there's also no reason not to argue against false accusations such as you seem to have made about suffering if the demand isn't met.

timebinder
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The quotes are

"I haven't gone after other exchanges' typos but I'd argue that doing so would be a legitimate business tactic ... "

"He should have bought them to protect his users from the Scammer, but he didn't and now he suffers the Competitor, which I say is getting off easy.  That's business."

I do not consider it a "legitimate business tactic" and most cases like this are sure losers if a dispute is lost.  A law was passed in the US that provides for $100K in damages for each domain when you do something like this.  It is immature to go around claiming you are a smart businessman by doing this and saying your competitor should now "suffer."   The Kraken CEO fails to understand that he is scammer for doing this.
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Whatever dude, you can take personal offence to the way someone expresses their passion for business competition. It's quite common in startup and affiliate marketing to nab typo domains. Very common practice. And while immature for seasoned company's, BitCoin and Payward are new entities and competition is racing ahead. In business, anything goes except for fraud. That you find the CEO's approach immature changes nothing about the legitimacy of Kraken or the CEO.

What does though, is the currently poor service and communication that we're getting due to customer support delays.

I've also been involved with domains for many years and surprised you're taking such offence to a common marketing practice. And there's also no reason not to argue against false accusations such as you seem to have made about suffering if the demand isn't met.

timebinder

Dargo, any idea how long such things are supposed to take given the obvious critical shortage of Kraken staff?

I had a reply yesterday asking for a screenshot and I sent it within the hour. That's now 24 hours ago. Another entire day. These constraints have existed apparently for over a month so new staff should have been trained and made fully operational well before now.

I've used half a dozen stock brokers, online trading platforms and various other financial companies, which all have live chat and/or customer service phone support or at worst email support with replies within a couple hours. Just really frustrated and disappointed with the current Kraken situation, and I know there are many others as per the Facebook page comments.

Is there an official Kraken announcement about getting things up to speed?

And can you please nudge the support team to clear my deposit?

thanks
timebinder

My ticket regarding such case (#13389) is already waiting 2 weeks.

Regarding the alt currencies with low volumes, I believe there is no point to adding new ones as there are no other strong enough coin (verified by market cap and time) than btc, ltc, nmc. But I see no point of keeping XRP and XVN, they requires additional support and are in fact dead or will be dead in near future because of their concept. At least they should be hidden from regular interface and available as option switch in settings. Also Korean fiat currency is redundant for most of the world - more fiat currency is very very good but they should be visible as option by switch in settings. If you want to have good feedback prepare survey for all registered users.

I really hope you guys improve your support very soon, it truly takes forever for ticket responses even for urgent things like deposits. I mean we're talking 3 days to 1 week just for a response, then you reply then another 3 days to 1 week, its not sustainable.

I hope you plan to hire more support staff ASAP !

I'd like to see higher standard rate limits as well. It's an issue I've raised before with the devs, but not in quite a while, so I'll raise it again. We're planning a websocket for streaming data as well, but I think it's realistically going to be at least a few months for that. In the meantime, though, feel free to inquire about the higher rates for market makers as I suggested above. 

It's not an issue of only wanting a certain number of currencies. The issue is that adding any currency requires a fair bit of development work on our part, and that's something in short supply at the moment. So removing a currency wouldn't really make it much easier to add a new one.

Sure, the offer is for cost given the rate in 2011. Our CEO thinks that's a fair offer and I agree with him. But I'm sure he'd be willing to negotiate if Gox feels it isn't fair. My point is just that it's an offer, not a "demand" accompanied by the threat of "suffering" for Gox if it isn't met - nothing like that is said in the thread.

Your point about the domains being configured for email seems a good one to me. Since we're not doing anything with the email, it shouldn't look like we might be. But it's really our CEO's decision how to respond to the points that have been made here and in the Reddit thread. I don't want to get into the debate too much, especially since it was pretty well hashed out on Reddit. It seems to be a polarizing issue, with some people thinking it's pretty bad and others thinking it's no big deal and still others saying it's a smart move on our part. As I've said in this thread before, we appreciate everyone communicating their opinions to us, and that certainly includes members robanswe and HELP.org. I just don't want our words to be misrepresented, and I think it's a misrepresentation to say that we're making a demand for money with the threat of suffering if the demand isn't met.  

Instead of taking this approach, why not just remove the low volume coins that have low market cap and replace them with higher market cap coins. Perhaps set a market cap threshold as entry requirement. You have for eg weird pairs like XVN/XRP with close to zero volume. Perhaps have first top 10 coins http://coinmarketcap.com/ added/removed on periodic basis.

I'd also change the coin pair interface if I were you to make it look less messy. Perhaps only list 4-5 top highest volume pairs and hide the others behind a "show other pairs" button.

@Dargo

Good morning, could you please get one of your agents to check support Request #14440. I have sent them what they require.

Thank you Sir

(continuing this from the beta-thread that was necro'ed)


Any chance of better rate limits for regular users as well? One call every 5 seconds is rather low. Right now, volume is low enough that this likely isn't a big issue, but bots can help to push volume and liquidity (even bots not operated for the purpose of market making) and being able to have more rapidly updating data is quite useful for bots.

Alternatively, and probably even better, a websocket/streaming API that provides continuous updates (like what MtGox is using or the "hidden" Bitstamp websocket) would be nice.

Any plans to upgrade this public part of the API?

I mentioned this a short while ago in the thread, but we don't have any plans at the present time to add more digital currencies. This doesn't mean we won't do it eventually, we just don't have any plans to at the present time.

Sorry - I haven't forgotten about you gotmilk. We're checking with one of the devs about your question, and will let you know when we hear back.

That's simply false. Our CEO has only said in the Reddit thread that he would be happy to sell the domains to Mt. Gox at original cost - all they have to do is ask. It wasn't a "demand" for money with the consequence that Gox will somehow suffer.

I'd like to see Mastercoin listed on Kraken https://talk.mastercoin.org/index.php?p=/discussion/32/what-exchanges-should-we-ask-for-mastercoin-to-be-listed-share-your-ideas/p1

It's 4th or 5th currency by market cap, depending on the day, so I think it's worth considering. You have smaller coins cap on Kraken already like NMC. http://coinmarketcap.com/

Ah I see. I wonder why it worked the first time. In any case I feel a little silly.

So, I just called my bank and they said they would usually ping it back to the bank of origin under these circumstances. Is your bank holding it?

Edit: Called again and they have no record of the transaction. I believe the money has to be with your bank.

Dargo, what about my question?