Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 188. (Read 495996 times)

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

URSAY please push my money through ive been waiting a week my email again is
[email protected]

?

Coupon code up for grabs lol

Just letting you know that my issue involving order 9be89a46-300a-425d-9751-d43c3a89b7de has been resolved. Thanks to all on the BitInstant support team!

soooo since im not bitching about some thing you cant control can you push mine threw a little faster lol jk unless this works and then im not kidding lol 4/10 list what what lol not worried i knbow some how bitinstant will make it right been using them way to long

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.)

Adding you to the 4/11 support list! 

I have used Bitinstant many times without any incidents. Always smooth until just recently. I did a transfer last night and it seemed to get stuck on "MTGox Order Loading" - no sign of any movement. I know there's some ruckus out there and alot of people upset, but if anyone could help me get this completed I would be thankful. I would send URSAY a message, but I can't PM. My email is this username, but at Yahoo.com - also the confirmation email for my order, Order ID    c9886d4b-377d-4995-bff5-f7689ef1be8a - if you can help me out, please let me know!

Read my sig.

We are well aware of the issues and we are always working on them.  Thanks for your feedback. 

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!

Read my sig.

No, your sig does not my address my issue. Your sig addresses what rate I will get my coins at.

What I am saying is, I SHOULD of had ~4.17 BTC today to do whatever I wanted to do with, as this bubble approached and BTC ultimately crashed. I would have sold some portion of these as BTC began to crash, locking in some profit and leaving me with some BTC left over. Instead I had NO btc to sell due to bitinstant's issue, thus depriving me of the profit opportunity.

same. they have less than 24 hours before i file with NYC small claims. seems that's what they want, and I'll happily oblige

Well I do agree with you on that point.

Read my sig.

wow, again on a list... would finally like to be on the list "resolved"...

You may see some of the PP and Bitstamp issues resolved later tonight.  Another CS rep is working on this...