Bitsyncom, can you please hire some employees, answer emails, and tickets?

SolarSilver

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Quote from: cypherdoc on June 12, 2013, 08:21:42 PM

i'm confused with this newest update.

under what circumstances are we supposed to open a support ticket other than the obvious address change?

Most common:

If you placed an order but it does not show up when you log into the store (where you can verify all the shipping details to make sure nothing is missing or wrong)

Also:

You placed an order for 10k chips and the payment for BTC 700 got lost due to a payment window timeout

dogie

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dogiecoin.com

Quote from: cypherdoc on June 12, 2013, 08:21:42 PM

i'm confused with this newest update.

under what circumstances are we supposed to open a support ticket other than the obvious address change?

You can't change address. Its for missing shipments, broken units etc

cypherdoc

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i'm confused with this newest update.

under what circumstances are we supposed to open a support ticket other than the obvious address change?

SebastianJu

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Support finally... Wink

Avalon ASIC ASICs on time; Business done right.
Dear xxx,
Production is happening, it is now time to address ordering issues and ship units.

Before opening a ticket, make sure the following is true.

1. you have an account on store.avalon-asics.com with all your information filled out, including address, phone number and such.
2. your bitcoin transaction id, blockchain.info url preferred.
3. the email you use for ordering ( if it is different from the store account. )

The support ticket has added fields for trouble type, which batch you belong, a chip order or regular batches and etc.

Finally, if you have an ticket older than June 1st, make another containing all the information using the new form at

SUPPORT.AVALON-ASICS.com

erschiessen

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I don't think Yifu is some evil psycho.

I don't think that he has ever had a real job in his life, though.
He never bagged groceries, bussed tables or washed dishes.
Before this venture he has never dealt with a customer.

At least that is my hope.

For if he HAS dealt with customers before, while at the employ of someone, and treats Avalon customers like this, I may have to edit my first phrase above.

SebastianJu

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Quote from: erschiessen on June 11, 2013, 06:55:52 PM

Sebastian,
I hope that your issues get resolved.
I mean, come on, for crying out loud, hardware manufacturers.
*edit* - BFL and Avalon both absolutely show loathing toward the people that give them money. *

I signed up for newsletters by going to http://launch.avalon-asics.com/

Go to the bottom of the page, there is a link to sign up for newsletters.

FWIW, I think that I only received a couple of emails since prior to Batch #3 orders opened.

Thanks for the hint...

I dont think that Yifu is doing this on purpose. Support is only a disturbance from creating new hardware i guess. But at least with the amount of bitcoins made its possible to hire someone. I believe he doesnt know what pressure a non existing support can put on customers. If i wouldnt have reached them now i would have paid a bounty to get the bitsyncom address, then pay someone to visit them to personally speak with them. But ill wait now a bit if Yifu is keeping his word.
Edit: And when i signed in for the newsletter i got the bitsyncom address for free... though its probably only Yifu's Bureau-Address in NY and the company in china has another one. But Yifu is the CTO, so speaking with him would be even better.

erschiessen

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Sebastian,
I hope that your issues get resolved.
I mean, come on, for crying out loud, hardware manufacturers.
*edit* - BFL and Avalon both absolutely show loathing toward the people that give them money. *

I signed up for newsletters by going to http://launch.avalon-asics.com/

Go to the bottom of the page, there is a link to sign up for newsletters.

FWIW, I think that I only received a couple of emails since prior to Batch #3 orders opened.

SebastianJu

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Ok... so i now called bitsyncom and really got him... he didnt stop the call and talked a bit. Unfortunately he couldnt solve my problem on the go but he told me that Avalon will start with support...

Im not a native english speaker so i only understood a part of what he said but he told me something like this: "its about the chip orders?"... "its some time since they arrive"... "we will start with doing support"... "we will send out a newsletter about this soon"... "then open a ticket to get support".

So i really hope the problems i have can be solved soon.

Can someone tell me where to sign in for the newsletter? Im a customer already but i dont remember getting a newsletter since then so i have to sign in probably. Someone can give me a link?

YipYip

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Quote from: senseless on May 26, 2013, 02:25:31 AM

UPDATE:

I received a response to my email and/or support ticket. My account has a new update that updated my shipping from EMS to a DHL tracking number (Sent as an update to my account/order). They responded to my request in <48 hours or so. So apparently they do read them, but they must just not personally respond to every one of them.

It appears they are indeed trying to improve their customer service.

You have now recieved 1000% more satisfaction than ANY customer ordering from BFL !!!

senseless

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UPDATE:

I received a response to my email and/or support ticket. My account has a new update that updated my shipping from EMS to a DHL tracking number (Sent as an update to my account/order). They responded to my request in <48 hours or so. So apparently they do read them, but they must just not personally respond to every one of them.

It appears they are indeed trying to improve their customer service.

pizza

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Its not a problem about answering emails, the thing is they just don't give a shit about you or your orders. Feel bad for you guys, but these faggots like BFL and Avalon won't exist anymore now that real companies are coming out with hardware.

SellingMyGPUs

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Quote from: Chaplin on May 25, 2013, 10:27:26 PM

I would have bought a Batch 2 Avalon, if they had put a decent share of Batch 1s in consumers' hands before throwing open the next ordering process. BitSyncom's inconsistent and downright snippy forum presence wasn't exactly reassuring. When you do honest work in a den of thieves, you really need to show your hand.

To put things in perspective, don't forget that they had to open Batch #2 pre-orders way ahead of schedule because they ran out of funding to complete the production of Batch #1

It was sink or swim and BitSyncom was under a lot of stress.

On the other hand, the Batch #2 customers saved Avalons ass and a bit more feedback and information on order processing would be appreciated....

Chaplin

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I would have bought a Batch 2 Avalon, if they had put a decent share of Batch 1s in consumers' hands before throwing open the next ordering process. BitSyncom's inconsistent and downright snippy forum presence wasn't exactly reassuring. When you do honest work in a den of thieves, you really need to show your hand.

Schrankwand

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Quote from: ?? on ??

Quote from: Bitcoinorama on May 24, 2013, 12:34:00 PM

Quote from: glendall on May 24, 2013, 12:21:41 PM

I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy.

Money is not a problem for them. I'd imagine they have a problem finding people they can trust.
They are small co. that is going through some growing pains.

We don't hear from them because they are busy setting up SMT machines, organizing logistics. Last thing they want to do is to go through a lengthy interview process to find a customer rep they can trust. To hire someone is easy.
If you hire someone and then you have to micromanage them, it creates more problems than it solves.

I'm guessing the physical/financial security is a problem for them.

Remember they are operating in China. If local officials smell big bucks, they will be knocking on their doors to get some. Taxes, licenses, permits, certifications etc.

My guess is that they try to stay under the radar for the above reasons.

Fuck that.

They can EASILY get a trusted virtual assistant from India for basically no money at all.

That is really easy. And if they wanted, they'd just ask on THIS FORUM to get someone.

Bitcoinorama

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Quote from: dan99 on May 24, 2013, 01:08:09 PM

By right never and never used EMS to send your boxes or documents out of china, it is control by and belongs to the government. Always used DHL/Fedex or UPS to get your goods send out.

Avalon customer service needs to be improved. I wonder why can't they get anyone or workers in to help? Ngzhang or yifu sure has
families or relatives in china, hire these people and is common knowledge that factories bosses always prefer to hire their own family members to work for them and getting 1 or 2 person in the help desk should not be an issue. I think a lot of this emails coming in are not open or even read? because they are too busy with R&D and production. I would say butterfly service is also terrible.

Butterfly need to employ an entire army to man their customer services, they have an exponentially greater volume of problems to deal with!!

dan99

sr. member

Activity: 406

Merit: 250

By right never and never used EMS to send your boxes or documents out of china, it is control by and belongs to the government. Always used DHL/Fedex or UPS to get your goods send out.

Avalon customer service needs to be improved. I wonder why can't they get anyone or workers in to help? Ngzhang or yifu sure has
families or relatives in china, hire these people and is common knowledge that factories bosses always prefer to hire their own family members to work for them and getting 1 or 2 person in the help desk should not be an issue. I think a lot of this emails coming in are not open or even read? because they are too busy with R&D and production. I would say butterfly service is also terrible.

Bitcoinorama

hero member

Activity: 532

Merit: 500

Quote from: ?? on ??

Quote from: Bitcoinorama on May 24, 2013, 12:34:00 PM

Quote from: glendall on May 24, 2013, 12:21:41 PM

I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy.

Money is not a problem for them. I'd imagine they have a problem finding people they can trust.
They are small co. that is going through some growing pains.

We don't hear from them because they are busy setting up SMT machines, organizing logistics. Last thing they want to do is to go through a lengthy interview process to find a customer rep they can trust. To hire someone is easy.
If you hire someone and then you have to micromanage them, it creates more problems than it solves.

I'm guessing the physical/financial security is a problem for them.

Remember they are operating in China. If local officials smell big bucks, they will be knocking on their doors to get some. Taxes, licenses, permits, certifications etc.

My guess is that they try to stay under the radar for the above reasons.

Actually, to be fair, you are probably 100% correct. My comment revolved around an ideal world theory, not real world limitations...

I keep seeing them as a bunch of undeniably smart rogue students, but to be fair what they've achieved this far is nothing short of miraculous and takes a huge amount of organisational skills!

They could easily sell out to someone local and outside the community if they so wished. Props to them for staying true to the cause...

Bitcoinorama

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Activity: 532

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Quote from: glendall on May 24, 2013, 12:21:41 PM

I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy as well.

k9quaint

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Quote from: senseless on May 24, 2013, 12:14:47 PM

Quote from: k9quaint on May 24, 2013, 11:54:06 AM

@OP: Don't be born in that country.
Problem solved.

I wasn't, I just happen to live here.

Quote from: koob on May 24, 2013, 11:37:05 AM

Which country is it ?

Some corrupt SEA nation.

If you don't know the name of the country you are in, it might be hard for Avalon to deliver your unit regardless of which carrier they use.

glendall

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I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

senseless

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Activity: 1118

Merit: 541

Quote from: k9quaint on May 24, 2013, 11:54:06 AM

@OP: Don't be born in that country.
Problem solved.

I wasn't, I just happen to live here.

Quote from: koob on May 24, 2013, 11:37:05 AM

Which country is it ?

Some corrupt SEA nation.

grue

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Quote from: senseless on May 24, 2013, 03:41:19 AM

If any of you have the same problems with corruption inside of EMS in your home country you could be looking at having to pay 45,000$ or more in "special taxes" aka bribes based on the valuation of the package (If you receive it at all).

i'm guessing italy? Tongue

k9quaint

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@OP: Don't be born in that country.
Problem solved.

koob

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Which country is it ?

SebastianJu

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I second this even though avalon heard me now... its really hard to have a problem that puts pressure on your shoulder, in my case the bitcoins of others, and i cant do anything.

Some support employees should help very much.

I even know one in forum that paid for 10k chips. The transaction didnt go through because the payment waited for confirmations longer than 8 hours... now the order is gone and the bitcoins too because avalon cant be reached... thats not how it should run...

senseless

hero member

Activity: 1118

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I received a response to my email and/or support ticket. My account has a new update that updated my shipping from EMS to a DHL tracking number (Sent as an update to my account/order). They responded to my request in <48 hours or so. So apparently they do read them, but they must just not personally respond to every one of them.

It appears they are indeed trying to improve their customer service.

Topic: Bitsyncom, can you please hire some employees, answer emails, and tickets? (Read 2297 times)