Hello Ursay,
Can you look into order ID: 2c46d017-b915-4c0d-96e2-7d11ffe83e12
$611.30 sent with Bitstamp code, 24+ hours later nothing received!
At this moment you guys are taking the Instant out of Bit
Anyways some communication would be nice. You can refund in VouchX, Bitstamp, BTC-E and deduct your transaction fees!
Regards
(Support request has been submitted 24+ hours ago)
I was able to see your support request in the queue. Thanks for your patience as we look into your issue.
Hello Ursay,
You've sent me an email claiming that the bitstamp code was invalid. However Bitstamp has confirmed that the code was indeed redeemed by Bitinstant. It looks like this happened before with another customer of yours as you can read in this thread:
https://bitcointalksearch.org/topic/m.1592756Can you please refund my money. It's not so fun anymore 72 hours later.
Please log your issue thru our main support channel...
bitinstant.com/contact
Thanks.
Hi Ursay,
The issue IS LOGGED trough the main support channel. My question to you is why do I have to wait 5 days for something that is supposed to be INSTANT!!! I can understand sometimes some systems can be overwhelmed and an error can occur but it's been 5 DAYS!!!
Just to be clear, I already consider the money LOST, because I feel you guys are SCAMMING me! But just so you understand you, Charlie, Gareth, Rachel or whoever is calling the shots will pay me back my $611.30! I don't care if it will cost me $10,000 (and I have the feeling that we are heading that direction) but for me it's the principle that counts!
What are you guys doing? Seriously within a year when you look up the name Charlie or Gareth it will be associated with scams and fraud! Do you understand the consequences of that! It means no one will take you serious for the rest of your lives! It's not like you are some anonymous kids running this from an attic!
So what you do now. You look at my case. There is a TIME STAMP there. You log into your Bitstamp account. You will see that at the exact same time a Bitstamp voucher was redeemed by you. You pay me back the same amount. You are done! You continue with the next case.
Don't tell me to be patient, 5 days is patient is enough!
Hello,
We've emailed you and I am responding here as well...
We are waiting on your response.
We need your BitStamp acct. ID #
Thanks.
Hi Ursay,
The full amount has indeed be refunded! Case closed! But before I leave here is the email that I sent to support. PLEASE READ IT CAREFULLY!!!
I'm glad this whole Bitinstant ordeal is over but it has cost me way to much time and money. For now I will not use your service anymore. In one year if you guys are still around and there are plenty of good reviews I might consider it.
I do want to give some tips:
1. Automate everything. If there are no reserves stop offering the service until there are plenty of reserves. In business it's better to honestly say to someone that you can't offer them a service at the moment instead of offering them a lousy service. In that case, like me, you've lost a client forever.
2. Use Desk.com and link all your support channels. Every request becomes a case and prioritize them. When it's real busy you can add temporary flex workers making your support scalable!
I believe your intentions are good but I also think you fail to realize that what you are doing is very close to actually stealing/scamming. You don't want that and you need to get your act together fast. Money business is a dangerous business and there are plenty of wackos around. Imagine this scenario. Someone wants to do a fast exchange and the money gets stuck in your system. In the 3/5/10 days it takes to get their money back they loose $50,000 in potential profit. When this happens people can develop a personal grudge. If you look at your forums it's evident that people are getting angry.
Keep in mind that people don't see Bitinstant as they would e.g. Bank of America. They see Bitinstant as Charlie, Gareth and Rachel. If they feel that they are being robbed they feel like they are being robbed by you guys.
Again, out of courtesy because I truly feel your intentions are good, have a business meeting ASAP. Redesign support and take money transactions very serious. People will be disappointed as with any business sometimes, but make sure they don't feel robbed. ESPECIALLY in this business!
Best Regards
