Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 187. (Read 496012 times)

not happening. You do have options though. Take your business to deposits through Bank of America moving forward. They only charge a 1% fee which is cheaper and you can count on customer service being better....lets be honest could it be worse. That is my 2 cents.

Yeah! Why on earth would a coupon code go unmentioned in an email!?!? wtf man I can't believe the incompetence of this multi-million dollar company. There has to be some kind of compensation!

now my coupon can't be used. Wtf...what now?

Reading more throughly I realize it's safe to post this stuff.  Here you go and no need for a secret handshake.

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I've had 3 Dwolla transfers with problems recently.  Two of them were a week ago and one today.

OrderID: aa82f792-0931-46b4-8ccc-065515364dba
QuoteID: 55aec86d-e2f3-4542-afa2-57df8eb0003b
EventID: 93f0c671-9bc6-4978-bfde-dec4a9094f2a

This one says "Order Failed", looks like Dwolla failed 2nd round verification.  If that's the case, why aren't funds put back into Dwolla?  (I'd much prefer bitcoin--and this is a week old)

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OrderID: 85ddcaaa-f50e-4062-9ce4-ba2f3d5118c1
QuoteID: 9bfe9970-e1cd-4567-a7af-1428c012dfed
EventID: 033770a5-c246-41b4-9350-9762900ed0aa

This one says "MtGox Order Loading".  But this was on April 3.  Still loading?

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OrderID: b0564872-315e-4854-9139-c13ab11d114b
QuoteID: c5d5e226-a2f5-49b2-a5aa-144a14e17279
EventID: 1224322d-b47e-46b4-8938-f91d33de914d

This one says "Order Failed", looks like Dwolla failed 2nd round verification
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Thanks for the help!

No problem!  Just keep in mind of what I am saying.  Our issues are different from your issues.  We will call a customer's issue an Issue (capital I) and the company's issue a Problem (capital P).   You don't have to fix the root cause of a Problem to fix a customers Issue, you just need to make right the customers Issue.  You should be able to resolve at least 15+ Issues an hour per person, and probably more, in most cases (there's always exceptions, but they are the exception.)  Fixing a Problem takes more time of course, but fixing a Problem keeps Issues from happening.  A quick example, my situation:

For whatever reason funds weren't available in company's PayPal account to transfer to my PayPal account.

To fix the Issue, quickly by 1st/2nd level:  Manually send the money from some other PayPal account...  takes just a few minutes, regardless of if it is 1st/2nd level support person doing this or queuing requests to group with permission to transfer money from Bank Account through other PayPal accounts, etc...

To fix the Problem, by 3rd level:  Fix whatever transfers the money into PayPal, work with PayPal to unfreeze the account, etc...   takes much longer.


Even if you know what the Problems are, you shouldn't make customer's Issues depend on the resolution to the Problems.  By doing this you keep us happy by fixing our Issues faster and also you're paying a smaller amount of people more pay to solve the Problems (and those fixing Issues are paid less, since it requires less skill.)

never post a coupon code to a public forum. anyone can redeem that including you. SEE WHERE IT SAYS APIRESPONSE ?? put that code into mt gox and get your monies

I still haven't received my order from 4/6 not really sure whats going on...

Order ID   c65e4422-739c-4351-8b9c-ec97a3d3c41f
Quote ID   37d5d180-5711-44da-85a2-6995b8ae5571
Event ID   1fc2462d-a856-45f0-9374-82feeda4dd29
Fees (inclusive)   2.09%%
Amount you paid   $20.0 USD
Amount you will receive   $19.582 USD
Delivery Deadline   Sun Apr 7 07:49:24 2013
Destination exchange   Bitcoin Address
Destination account   1KJy2KDCHZAuxmmcGYnyxpXK6FtxXqm4oS

How can you have a 4/10 list when I was on the 4/9 and haven't received anything yet. I'd appreciate a response.

You may want to recommend to management that they implement ITIL standards in handing support requests in the future...  Leave solving the actual problems to a 3rd level support, and allow the lower levels to concentrate on keeping the customers happy by fixing their issues.  What I mean by this is, whatever the root cause of a PayPal/BitStamp/MtGox issue is fixed at the root cause level by the 3rd level support... they focus on fixing the problems the company comes across, which are found because of the issues customers report, whereas the customers issues are things like "I don't have my money/coins", which is a different problem than "PayPal froze one of our accounts" or whatever (which is a company problem).  This allows the lower levels to quickly solve your customer's issues (by whatever means necessary, manually transferring funds, etc...) and allow those who are 3rd level subject matter experts to focus on making it so that the issue doesn't reoccur for others.  If you suggest this to your management, then you will be giving them the solution to their current problem...  irritated customers because of over-extended support who may wind up not being customers in the future.  That and a real support/ticket system that has a UI available to your customers.  All the customer cares about for their issue is their issue, not the companies problem.  The customer will however care when choosing in the future who to use, so you do have to have the 3rd level support to resolve the problems, but you can do that in the background without affecting the customer's issue.

Okay, done with my soap box, hopefully URSAY you get something helpful out of this you can take to your management .

Thanks!