Is this the normal Bitcoin attitude? - page 2.

Andre Jensen (World Bitcoin Exchange)

member

Activity: 102

Merit: 10

Quote from: repentance on November 18, 2011, 05:46:35 AM

LOL

Their "new security measures" statement reads suspiciously like it was cut and pasted from MtGox.

Quote

Please be aware that due to the sudden increase in identification requests, processing of submitted documentation has become slightly delayed. We thank our users for their continued patience and support as we adjust to the requirements which have been obligated upon WBX.

To be honest, a response like that is begging for a customer to complain to the Office of Fair Trading. It's a stupid thing to do when you acknowledge on your website that you're operating unlicensed.

Yes we are operating unlicenced and we are open about that, we have nothing to hide, unfortunately it looks like i have made a huge mistake by responding to IAN with a one liner Reply with in 1 hour of receiving his email and i apologise for that.

~~I have however told Ian i don't want his business on WBX and this is why i find myself here.~~

Andre

repentance

hero member

Activity: 868

Merit: 1000

LOL

Their "new security measures" statement reads suspiciously like it was cut and pasted from MtGox.

Quote

Please be aware that due to the sudden increase in identification requests, processing of submitted documentation has become slightly delayed. We thank our users for their continued patience and support as we adjust to the requirements which have been obligated upon WBX.

To be honest, a response like that is begging for a customer to complain to the Office of Fair Trading. It's a stupid thing to do when you acknowledge on your website that you're operating unlicensed.

theymos

administrator

Activity: 5222

Merit: 13032

Lacking "polite fluff" is the least of the problems with that email...

Quote from: Matthew N. Wright on November 18, 2011, 05:19:11 AM

I was arguing with Vicente the other day on how to write customer service emails and hecsaid uou shouldn't say "Dear xxxx" or any greeting at all. I sign my support cases "Sincerely, blahblah" as well. I understand many situations call for brevity but maybe living in Korea has got me on the confusciast overly polite wagon or something.

"Dear" and "sincerely" sound much too formal to me. Some sort of "hello" is polite if you're the one opening the conversation. I almost never include a formal valediction, and usually not even an informal one.

Matthew N. Wright

hero member

Activity: 588

Merit: 500

Hero VIP ultra official trusted super staff puppet

Quote from: JA37 on November 18, 2011, 05:14:02 AM

Average age of bitcoin community is about 20 I think. Young people these days have no manners. Tongue

It's not even that, it's just that the internet revolves around brevity.

I was arguing with Vicente the other day on how to write customer service emails and hecsaid uou shouldn't say "Dear xxxx" or any greeting at all. I sign my support cases "Sincerely, blahblah" as well. I understand many situations call for brevity but maybe living in Korea has got me on the confusciast overly polite wagon or something.

CIYAM

legendary

Activity: 1890

Merit: 1086

Ian Knowles - CIYAM Lead Developer

To be more specific then (as it seems if I don't name names I am being too vague):

Quote

Thank you for your USER ID Ian, we try to reply to our users in a timely manner, your reply email to me was not a observation or feedback you called my business unprofessional here is what you said "In my opinion this was not a very professional" i don't take comments like these lightly and i will reply accordingly, please if are not satisfied with the services we are providing, please take your business else where. you are the only user to complain at this level.

We will verify your account and in 30 days suspend your account and not allow you to trade on World Bitcoin Exchange again.

This is because I said "In my opinion this was not a very professional reply (one line lower case, no hello, no name, no company signature)".

I think this is perhaps a slight overreaction - or not?

JA37

sr. member

Activity: 378

Merit: 250

Average age of bitcoin community is about 20 I think. Young people these days have no manners. Tongue

Matthew N. Wright

hero member

Activity: 588

Merit: 500

Hero VIP ultra official trusted super staff puppet

Quote from: CIYAM on November 18, 2011, 05:10:43 AM

Quote from: Matthew N. Wright on November 18, 2011, 05:08:13 AM

Vague post is vague.

So I guess that (a), (b) and (c) are just too vague for you...

...sigh...

I guess my vague post calling your vague post was too vague to understand that the vagueness was regarding the offender vaguely in question. Vague.

nelisky

legendary

Activity: 1540

Merit: 1002

Quote from: CIYAM on November 18, 2011, 05:02:32 AM

Have I missed something in the past few years - is this "attitude" towards customers is the new norm or is this just a Bitcoin thing?

Neither. I've had nothing but really polite and helpful replies to all my queries and, yes, complaints on the services I use.

You mention a single email thread from a single company, if I understand correctly. That being the case then in fact you have fully understood what the real moto of bitcoin talks around here are: be quick to complain and criticize, generalize as much as possible and hide all helpful specifics. It's a shame, but that's the trend with people pasting full articles without mentioning where they come from, speaking of 'that individual' or 'that company' as if everyone that would match that description were to blame for everything.

Anyway, just restating my point, the bitcoin commercial community has shown nothing but great skill at professionally handling all the requests I've put forward thus far, sorry you didn't have the same experience.

CIYAM

legendary

Activity: 1890

Merit: 1086

Ian Knowles - CIYAM Lead Developer

Quote from: Matthew N. Wright on November 18, 2011, 05:08:13 AM

Vague post is vague.

So I guess that (a), (b) and (c) are just too vague for you...

...sigh...

Matthew N. Wright

hero member

Activity: 588

Merit: 500

Hero VIP ultra official trusted super staff puppet

Vague post is vague.

Also, I'd say it's a safe bet to presume half of bitcoin businesses involve individuals who have never actually done business before. That's changing though thank christ.

CIYAM

legendary

Activity: 1890

Merit: 1086

Ian Knowles - CIYAM Lead Developer

In recent dealings with some newer Bitcoin exchanges I have found email correspondence to be IMHO rather unprofessional.

Although I am not going to name names I am specifically talking about receiving emails that (a) didn't include any company information or any person's name, (b) did not have hi/hello or any sort of greeting (I am referring to the an initial email/reply rather than any follow ups) and (c) contained one or more facetious remarks (as seemingly these companies doesn't like having any criticism being made about their services).

Having worked as a software engineer for over 20 years I know how professional support should work (and have even done my share when the company I worked for didn't have enough personal for specific support staff). Anyone who sent emails like the ones I have recently received would have been quickly "let go" from every company that I have worked for.

Have I missed something in the past few years - is this "attitude" towards customers is the new norm or is this just a Bitcoin thing?

Regards,

Ian Knowles.

Topic: Is this the normal Bitcoin attitude? - page 2. (Read 2856 times)