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Author Topic: Official Newbie BitInstant Support Thread (Active Customer Support)  (Read 495937 times)
3sd
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April 10, 2013, 01:59:07 PM
 #4321

Good morning everyone.

I still have quite a few individual responses from level 2 support for users.  However, with the volume increasing everyday and with multiple users posting multiple times on the same issue it is becoming more and more difficult for me to manage.

Rather then integrating myself into the current BitInstant support software solution they are upgrading the whole system altogether.  They had planned to get me integrated into this new software support system within the next few days.  I'm not sure I can wait that long.

When I make it into the office shortly I am going to do my best to convince them that I NEED this new software management NOW.

Again...thanks for your patience and understanding.  I would like to get some of the older transactions resolved ASAP.  Bear with me while I try to make some major changes as fast as possible.

Thanks!  Cheesy

Please take a look at mine


We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order


OrderID: ad810bdd-8b8b-4a5a-b2c1-5ebd0665974c
EventID: 3345ec28-04a5-4ba1-8695-ea6e6729756f
DestAccount: 321055
QuoteID: eec7bc69-a835-464a-a32d-7f52eb70f1d2
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365448768.8
APIResponse: MTGOX-.......
FundsSent: $398.4415 USD


But i never recieved the funds into mtgox
please i need the money on there tonight



You just posted your coupon publicly.  I would suggest you try and redeem it before another user does.  Otherwise we will have to go thru the process of reversing your coupon and issuing a new coupon.  MTGOX.....

Didnt know fuck it said i didnt have a coupon
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April 10, 2013, 02:02:22 PM
 #4322

My signature has been updated.  If you have suggestions about info I can offer in my sig I would be happy to hear your suggestions.  If you ask me a question and it's in my signature I will be pointing you there.  Thanks.


I have provided my order id over 10 times and a description of the problem. I have provided the info over reddit to /u/bitinstant. I have provided the info over email to Seth and Charlie.

I have not received a support ticket #. I have not received an update. And most importantly, I HAVE NOT RECEIVED MY COINS.

Order ID   3d08445a-1256-4a68-8086-da4cc88215a5
Quote ID   51683040-6c7d-4bf9-a76e-e33f6f01a5fa
Event ID   f8a4a878-c629-4043-916e-09d267ea359a

This has been ongoing since April 2. Give me a support ticket # if there actually even is one. Give me an update. Give me something!!

You're absolutely forcing me to be a complete son of a bitch by ignoring my issue SINCE APRIL 2ND!!!!.


Got you on 4/10 support.  Many others are being added as well.  I don't have time to reply directly to you all.  Please wait to check the working version of the 4/10 list and then talk to me if your not on it OR any other previous support lists with date labels.

URSAY, Please note delivery deadline for my order was Wed Apr 3 04:12:04 2013. PRICE OF BITCOINS AT THIS TIME WAS AROUND $105-120.

MAKE SURE MY ACCOUNT IS CREDITED APPROPRIATELY ACCORDING TO THE MARKET VALUE AT THE TIME OF THE TRANSACTION

nonames456
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April 10, 2013, 02:06:06 PM
 #4323

Good morning, URSAY, good luck today!
damavox
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April 10, 2013, 02:07:06 PM
 #4324

Honestly i can not believe bitinstant is still taking orders when they can't even get ones from days ago solved.
tionil
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April 10, 2013, 02:12:34 PM
 #4325

Honestly i can not believe bitinstant is still taking orders when they can't even get ones from days ago solved.

+1
Bunks
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April 10, 2013, 02:13:55 PM
 #4326

Honestly i can not believe bitinstant is still taking orders when they can't even get ones from days ago solved.

Seriously. The backlog is increasing, they have one dude working on it and they're still taking orders? Idiotic.
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April 10, 2013, 02:14:41 PM
 #4327

Hey guys. I ordered $100 ($98.01 after fee) worth of bitcoins on Monday, 2013-04-08 around 9:30 AM EST when bitcoins were around $190 each, to be directly deposited into my bitcoin address 1XrR8VreffvMTvhqf5XgtzjaSGapxmj65. It has been over 2 days and my order is still stuck on "MTGox Order Loading", and I have not received any bitcoins or notification of when I may receive them.

Order ID   8d5ebad7-37ae-4021-b186-6e0bb790c2f3
Quote ID   78efbba4-61c6-4ae7-88aa-703116be122a
Event ID   8bbca828-586e-490a-8315-f49020486e94
dimasmjunior
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April 10, 2013, 02:15:10 PM
 #4328

Hi guys!

    Can you help me with the following orders:

    Order id: 856bee2f-4128-4ee2-bd7c-56309aa310b6
    or quote id: ecaf06c7-5a32-4bf6-8693-0c8e35c48d5c

    and Order id: 37617a56-2ef0-4bd6-920c-c21978fdf4e0
    or quote id: bd6f2a6f-9b52-47fc-b589-0caf1020a8e5

    Both have been confirmed by ZipZap but not yet processed by your system.

Thanks.
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April 10, 2013, 02:16:35 PM
 #4329

Yeah believe it. They are taking orders they know will be stuck in resolution for weeks or worse maybe never get made right. They get offended when people say their actions are fraudulent but yet they keep processing orders that they know their customers will at best be losing money on as the bitcoin price increases and worse get ripped off completely. No bad feelings toward USRAY as he/she is doing the very best they can but the powers that be at Bitinstant can suck it. I'll find another way to get my coins.
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April 10, 2013, 02:31:54 PM
 #4330

Any update on the "4/10 list?"
URSAY
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April 10, 2013, 02:40:11 PM
 #4331

*IMPORTANT UPDATE*

I am being told that I may have access to the new support software management sometime today.  In the meantime I need to keep trying to help.

If you have a current issue open...EVEN IF I HAVE PUT YOU ON A SUPPORT LIST OR OPENED A TICKET FOR YOU...I need your email address so I can try and contact you with any updates or questions.  I simply cannot manage all users issues thru forum PMs and forum posts with the increasing volume and amount of double posts and posts which do not provide me enough info to open a ticket.

WANT HELP?

Send me a PM with your email address AND order ID # or quote ID # so I can open you ticket or attempt to update you on your current status.

Thanks!  Cheesy
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April 10, 2013, 02:46:26 PM
 #4332

*IMPORTANT UPDATE*

I am being told that I may have access to the new support software management sometime today.  In the meantime I need to keep trying to help.

If you have a current issue open...EVEN IF I HAVE PUT YOU ON A SUPPORT LIST OR OPENED A TICKET FOR YOU...I need your email address so I can try and contact you with any updates or questions.  I simply cannot manage all users issues thru forum PMs and forum posts with the increasing volume and amount of double posts and posts which do not provide me enough info to open a ticket.

WANT HELP?

Send me a PM with your email address AND order ID # or quote ID # so I can open you ticket or attempt to update you on your current status.

Thanks!  Cheesy

I already sent you a PM yesterday asking you to open a support ticket with my quote id but didn't get any answer yet.
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April 10, 2013, 02:50:23 PM
 #4333

*IMPORTANT UPDATE*

I am being told that I may have access to the new support software management sometime today.  In the meantime I need to keep trying to help.

If you have a current issue open...EVEN IF I HAVE PUT YOU ON A SUPPORT LIST OR OPENED A TICKET FOR YOU...I need your email address so I can try and contact you with any updates or questions.  I simply cannot manage all users issues thru forum PMs and forum posts with the increasing volume and amount of double posts and posts which do not provide me enough info to open a ticket.

WANT HELP?

Send me a PM with your email address AND order ID # or quote ID # so I can open you ticket or attempt to update you on your current status.

Thanks!  Cheesy

I have a suggestion. Stop taking peoples money until everyone gets resolved. It's dishonest at best and thievery at worst. By the time my issue for resolved and i was able to buy my bitcoins the price went up 25%. I appreciate that it was resolved but you can't really expect me to be happy or use this service again can you? It was t least the 2nd day of issues when i made the deposit too so Bitinstant knew of the problem and kept taking money from suckers like me who did not know better. That is poor character. Prepare to lose a lot of customers.
URSAY
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April 10, 2013, 02:58:10 PM
 #4334

*IMPORTANT UPDATE*

I am being told that I may have access to the new support software management sometime today.  In the meantime I need to keep trying to help.

If you have a current issue open...EVEN IF I HAVE PUT YOU ON A SUPPORT LIST OR OPENED A TICKET FOR YOU...I need your email address so I can try and contact you with any updates or questions.  I simply cannot manage all users issues thru forum PMs and forum posts with the increasing volume and amount of double posts and posts which do not provide me enough info to open a ticket.

WANT HELP?

Send me a PM with your email address AND order ID # or quote ID # so I can open you ticket or attempt to update you on your current status.

Thanks!  Cheesy

I have a suggestion. Stop taking peoples money until everyone gets resolved. It's dishonest at best and thievery at worst. By the time my issue for resolved and i was able to buy my bitcoins the price went up 25%. I appreciate that it was resolved but you can't really expect me to be happy or use this service again can you? It was t least the 2nd day of issues when i made the deposit too so Bitinstant knew of the problem and kept taking money from suckers like me who did not know better. That is poor character. Prepare to lose a lot of customers.

We will always have support issues open.  This is the nature of a tech company.  Not all issues are the fault of BitInstant.  Sometimes it is one of the many companies we deal with that has issues.  Many other times it is user error in using our service.  Either way we are working to process these orders but this takes time.  Thanks for your patience and understanding.  Smiley
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April 10, 2013, 03:01:18 PM
 #4335

If you are on this list then I have manually pushed your order thru.  You may see results soon.  Your tickets will remain open and they will still be escalated regardless.  Cheesy

iNormalize / fuue83 / chase1420 / archfiendmaster / sandyjg9 / Protagonus / aqrulesms / Cogine / Tyraeil / Droganan / damavox / haggady



I'm still seeing nothing, and still being ignored, wtf?
URSAY
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April 10, 2013, 03:02:38 PM
 #4336

KEEP THE EMAIL ADDRESSES COMING VIA PM!!!  TY!!!  Cheesy
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April 10, 2013, 03:08:53 PM
 #4337

Hey guys. I ordered $100 ($98.01 after fee) worth of bitcoins on Monday, 2013-04-08 around 9:30 AM EST when bitcoins were around $190 each, to be directly deposited into my bitcoin address 1XrR8VreffvMTvhqf5XgtzjaSGapxmj65. It has been over 2 days and my order is still stuck on "MTGox Order Loading", and I have not received any bitcoins or notification of when I may receive them.

Order ID   8d5ebad7-37ae-4021-b186-6e0bb790c2f3
Quote ID   78efbba4-61c6-4ae7-88aa-703116be122a
Event ID   8bbca828-586e-490a-8315-f49020486e94
The same exact thing is happening to me, except mine were ordered 2013-04-09 around 10am EST.  So 1 day after yours.  Did you get your funds yet?  I went from Dwolla to BTC address.  Customer support is not responding to me.  The online chat feature is an email.  Never using Bitinstant again!!!!  The free market is speaking Bitinstant and you are losing!!!!!!!

1PewuG8KZJUPK3CtvAkAs1Uw42rQgUv5Jk
Laughingman8
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April 10, 2013, 03:11:10 PM
 #4338

Did anyone from the 4/9 list get their problems fixed yet?
Tyraeil
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April 10, 2013, 03:14:07 PM
 #4339

*IMPORTANT UPDATE*

I am being told that I may have access to the new support software management sometime today.  In the meantime I need to keep trying to help.

If you have a current issue open...EVEN IF I HAVE PUT YOU ON A SUPPORT LIST OR OPENED A TICKET FOR YOU...I need your email address so I can try and contact you with any updates or questions.  I simply cannot manage all users issues thru forum PMs and forum posts with the increasing volume and amount of double posts and posts which do not provide me enough info to open a ticket.

WANT HELP?

Send me a PM with your email address AND order ID # or quote ID # so I can open you ticket or attempt to update you on your current status.

Thanks!  Cheesy

I have a suggestion. Stop taking peoples money until everyone gets resolved. It's dishonest at best and thievery at worst. By the time my issue for resolved and i was able to buy my bitcoins the price went up 25%. I appreciate that it was resolved but you can't really expect me to be happy or use this service again can you? It was t least the 2nd day of issues when i made the deposit too so Bitinstant knew of the problem and kept taking money from suckers like me who did not know better. That is poor character. Prepare to lose a lot of customers.

We will always have support issues open.  This is the nature of a tech company.  Not all issues are the fault of BitInstant.  Sometimes it is one of the many companies we deal with that has issues.  Many other times it is user error in using our service.  Either way we are working to process these orders but this takes time.  Thanks for your patience and understanding.  Smiley

Really? Because 90% of the posts I've seen or people I've talked to, both users and support with companies, say the blame solely lies with bitinstant, and that you have to be the one to resolve my issue, because it is YOUR problem, YOUR fault. Now after 4 days, I've gotten nowhere, you've not only shut off your phone lines, and refused to respond to emails and forum posts. If this isn't shady, then I don't know what is.
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April 10, 2013, 03:14:45 PM
 #4340

Did anyone from the 4/9 list get their problems fixed yet?

I'm on the 4/8 list and I still haven't seen anything, I'm just getting ignored now.
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