Show Posts
Hi,
Co-founder of Exodus here.
Yep, I dropped the ball here on a prompt response.
Here's what has happened, within the last three weeks, we've grown about 10x. In the last week, we've brought on three customer support reps to help with the volume. I saw your email and thought that it'd make a good training email when the rep starts the next shift. My failing was in starting to view these emails more from the perspective of just another email and not with the reverence of someone's money is on the line. I'm sorry for this
Also, regarding ShapeShift. That's our fault to. Not that they didn't send out your transaction, but that we brought you to them and they didn't deliver and meet your expectations. We are evaluating on how we can bring about more reliability and stability. We don't want customers of Exodus to have exchange experiences where they don't get their money.
All-in-all, this is 100% my fault. We are fighting to scale this company so that we can be around 10-years from now and it's clear we have a lot of work to do.
-JP
Co-founder of Exodus here.
Yep, I dropped the ball here on a prompt response.
Here's what has happened, within the last three weeks, we've grown about 10x. In the last week, we've brought on three customer support reps to help with the volume. I saw your email and thought that it'd make a good training email when the rep starts the next shift. My failing was in starting to view these emails more from the perspective of just another email and not with the reverence of someone's money is on the line. I'm sorry for this
Also, regarding ShapeShift. That's our fault to. Not that they didn't send out your transaction, but that we brought you to them and they didn't deliver and meet your expectations. We are evaluating on how we can bring about more reliability and stability. We don't want customers of Exodus to have exchange experiences where they don't get their money.
All-in-all, this is 100% my fault. We are fighting to scale this company so that we can be around 10-years from now and it's clear we have a lot of work to do.
-JP
All is as it should be now, thank you for the courteous and once started, rapid solution with consistent update communication. I will continue to use the Exodus wallet and recommend it to any that ask my advice, as I find the software very pleasant on the eye and easy to use. I hope what happened here is used to help prevent similar situations if they arise in the future, so that the wallet and user base continues to grow.
A message system for support built into the wallet itself instead of slack/email for any dodgery older folks like myself, or non net savvy people could be possibly something to consider when time/funds/staffing allows as not everyone is comfortable jumping from system to system when they have a problem.
