Bitcoin Forum

Is there an official thread to post on for Bitinstant support issues for those of us who are ignoring the newbie forum?

I've PMed Yankee and emailed support.

Walter,

I'd love to help you get this taken care of ASAP.

Do you have an order # and description of the issue?

Thanks!   :)

Here: https://bitcointalk.org/index.php?topic=128313.0
A search for "bitinstant support" on thread titles would have given you that thread as one of the results.

Thanks, Ursay.  I have received one email from Rachel, but I still have some questions and haven't heard back from her a second time, yet.

Here is the order information:
Order ID    426a73cc-e094-4e38-aafa-06b001a33dcf
Quote ID    8afe9f51-d786-4860-bb5f-129c1225f645
Event ID    0f810900-bbc4-41e2-818e-35284dc90232

The order was MtGox USD -> VouchX.  Your site says "order completed," but I received no VouchX, and the bottom part of the log says:
Mon Apr 1 14:36:13 2013   0124e66b-5bdc-48d8-b26c-12141c155cfe   Gox coupon deposited at BitInstant account
Mon Apr 1 14:36:14 2013   4b2e3ab3-a73b-44b6-9fa0-3fb52eca5ff3   Order executed - funds deposited at remote exchange
Mon Apr 1 14:36:14 2013   1ed4471d-1904-4a72-bf0f-b66f2c738922   Serious error occurred

I went back and tried to redeposit my MtGox USD code, but MtGox says the code has already been redeemed.

Rachel now says it's processed, but I haven't yet received my VouchX.  I had a similar situation in the past with Seth, when he had to run a transaction manually for me, and there was a new order ID he neglected to send me at first, and then the VouchX code had to be fished out of the response in his logs.

Never used, apparently. :)  But I may use it in the future if necessary rather than cluttering up the rest of the world.

Walter,

Thanks for your patience!

I've passed all of your info onto Level 2 support, and we will process this ASAP.

If you wouldn't mind adding [RESOLVED] to the thread title that would be great!

If you have any other issues you can PM me direct or use the thread mentioned by psy!

https://bitcointalk.org/index.php?topic=128313.0

Thank you, BitInstant Support!

Ursay, I'll be glad to add resolved to the title as soon as I have my VouchX.  As of yet, I've not received the code, or a new order ID.

ETA: I'm usually pretty good about making sure I let the world know when Bitinstant or other well-known Bitcoin companies make good on support issues.  I also like to make a little noise every time things work well, for that matter. :)

I'm not hearing anything back, either from Rachel, or Ursay, so far.

Trying to be patient, but I'm not sure what my point of contact is or if anyone's still working on it since it was suggested that I add "resolved" to the thread title.

There's a VouchX code out there with my name on it, somewhere, and it's my belief that Rachel should've sent that when she processed the order, or else something should be set up to automatically send it.  The last time something like this happened there was a new order ID and a VouchX code, and Seth didn't seem to realize without prompting that he'd need to provide them to me.

I've replied to Rachel looking for a new order ID and VouchX code, but nothing so far.

Hey Walter,

URSAY and myself both PM'd you the code about an hour ago.

Also, our automated system sent it, please check your spam box!

Im gonna send it again now

Charlie

Thanks, Charlie.  I'll go review my PMs, but I haven't received any from you until just now, and I don't believe the code was in Ursay's PMs, either.  I did receive the code from you just now and am here to update my thread to mark that the issue is resolved.

I have been obsessive-compulsively checking my spam folder all day long.  I have definitely not received the code in email.  In my experience, if support has to manually process a failed order, I don't get sent the VouchX.

Thanks for the tip, I think thats possible. We will get on fixing that glitch now!

Thanks, Charlie.  Despite the occasional delay and glitch, you guys are great!

I want to mention, I just had a perfect Bitinstant transaction.  Fast and flawless.  Thanks, Bitinstant!

Thanks for posting!  It's always nice to see positive feedback.  :)