Official Newbie BitInstant Support Thread (Active Customer Support)

[bloodsipper]

bloodsipper,

My response was cut off in that last long convo.

I am still trying to understand your issue and how you want it to be resolved.

Until I can get this info it's difficult for me to provide level 2 support with any info.

Thanks,
-BitInstant Support

The issue is paying for something expecting it within an hour and not having it 18 hours later while watching the prices jump around.
resolution i would like: my bitcoins in my wallet
at this point seeing how many others are having issues i would settle for a refund

MTGOX is getting hammered today and that is causing a lot of problems.  Things go wrong in the Bitcoin world quite often in various places.  I'm sorry that you are upset but we all saw the price jump today.  Everyone is trying to get in to Bitcoin and the infrastructure needs improvement to handle the stress...not just with BitInstant but with MTGOX and many other companies.  Think of it like downloading the blockchain and please be patient. 

my patience is running a little thin, this was supposed to be under an hour, i understand mtgox and demand outpaced the abilities of bitinstant to keep up or w/e the problem is, but there should be backups to collect my coins another way, or a way to get a refund if it cannot be unstuck.  All i have seen is a 'live'agent tell me i would have them in a couple of hours.  that was 12 hours ago.  I have seen other people with similar issues get resolved.  It reads on the site that it should never take longer on bitinstant than any other type of transfer, yet there are 24 hour options and i am fast approaching that mark.

[Exekute]

Hello,

my quote id is: e9ef9c02-72a9-48a5-917f-1e0019a298f0
I never got an email from bitinstant. Thankfully I was able to look at my browser history and pull up the bitinstant quote. I got a successful payment from zipzap... Not sure what's going on here.

[URSAY]

Placed an order 4/3 and the payment was confirmed by zip zap at 3:22PM EST (successfully processed). I have not received any kind of confirmation email from bitinstant and do not have the funds in my mtgox account. Let me know what can be done. Thanks!

Please check any confirmation emails for MTGOX coupons.  If you have them then try and use them.  If not then report back to me. 

[URSAY]

Ursay, any clue about my and dookiedue's problem?

Nothing yet on dookie.

I don't have a ticket open for you but I still am behind on quite a few PMs.  If you sent the details by PM then don't worry...I'm about to run thru all those.  Otherwise, you may want to pass me all your order details...

URSAY is this directed to me or Cerulean13? Sorry for the extra post or if the answer is obvious but I just wanted to clarify that you did have a ticket open for me and you don't need any further information. Thanks...

No problem man.  If you look close at my responses you can see which user the original post came from that I am responding to. 

So this response was not for you but someone asking about you?  Maybe a friend?

[battletross]

Placed an order 4/3 and the payment was confirmed by zip zap at 3:22PM EST (successfully processed). I have not received any kind of confirmation email from bitinstant and do not have the funds in my mtgox account. Let me know what can be done. Thanks!

Please check any confirmation emails for MTGOX coupons.  If you have them then try and use them.  If not then report back to me. 

The only confirmation email was from zipzap and it just notes that it was successful and that the merchant has been notified to complete the order. Let me know what else you might need to figure this out. Thanks!

[URSAY]

Simply hope I can move beyond the loading stage for my process.

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

I'm not sure I understand what you mean.  Can you be more specific and give me more details?  Thanks! 

My order status has been loading for over 20 hours. I made a purchase to get bitcoins sent to my bitcoin address yesterday, after my moneygram payment I got a zipzap confirmation right away. I'd like to complete my transaction as it is advertised as something that can be done in under an hour.

Do you have an order ID #?  Do you want me to open a ticket for you?

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d
That would be much appreciated.

Check your confirmation email for a coupon code.  I realize that you may of received an email which states you would not need to enter a code but this may not be the case.  Let me know if you still need help.  Cheesy

I have yet to receive any e-mails from bitinstant at all, at any step in the process. Is it possible to send the coupon code to my pm box? I can provide additional transaction information if necessary. Appreciate the time you put towards this and really like the forum style customer service, because you can see the massive amount of requests put in, along with all the responses capable of coming from a single person.

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

Can you tell me more about the deposit and output methods you used on BitInstant?  Glad you enjoying the forum support! 

[Frostasus]

Somebody from BitInstant has contacted me and they are working on my case! I'm soo thankful, I don't believe BitInstant is at fault, I think recently has just been a tough time to get things done in the Bitcoin world. Thank you BitInstant, I look forward to the resolution to my order

[StrictlyBusiness]

Will you be around the forums while in the office?

[URSAY]

bloodsipper,

My response was cut off in that last long convo.

I am still trying to understand your issue and how you want it to be resolved.

Until I can get this info it's difficult for me to provide level 2 support with any info.

Thanks,
-BitInstant Support

The issue is paying for something expecting it within an hour and not having it 18 hours later while watching the prices jump around.
resolution i would like: my bitcoins in my wallet
at this point seeing how many others are having issues i would settle for a refund

MTGOX is getting hammered today and that is causing a lot of problems.  Things go wrong in the Bitcoin world quite often in various places.  I'm sorry that you are upset but we all saw the price jump today.  Everyone is trying to get in to Bitcoin and the infrastructure needs improvement to handle the stress...not just with BitInstant but with MTGOX and many other companies.  Think of it like downloading the blockchain and please be patient. 

my patience is running a little thin, this was supposed to be under an hour, i understand mtgox and demand outpaced the abilities of bitinstant to keep up or w/e the problem is, but there should be backups to collect my coins another way, or a way to get a refund if it cannot be unstuck.  All i have seen is a 'live'agent tell me i would have them in a couple of hours.  that was 12 hours ago.  I have seen other people with similar issues get resolved.  It reads on the site that it should never take longer on bitinstant than any other type of transfer, yet there are 24 hour options and i am fast approaching that mark.

Would you like me to submit some form of refund request?

All issues are different.  Don't assume they are all the same.  There are many variables in play with every transaction.

I apologize we haven't been able to meet your needs.  I am working improve customer experience and I hope you will consider using us in the future!

Thanks,
-BitInstant Support

[URSAY]

Hello,

my quote id is: e9ef9c02-72a9-48a5-917f-1e0019a298f0
I never got an email from bitinstant. Thankfully I was able to look at my browser history and pull up the bitinstant quote. I got a successful payment from zipzap... Not sure what's going on here.

Do you have any sort of confirmation emails with MTGOX codes?  If you do then try using them.  If not then report back to me.  Thanks!

-BitInstant Support

[URSAY]

Somebody from BitInstant has contacted me and they are working on my case! I'm soo thankful, I don't believe BitInstant is at fault, I think recently has just been a tough time to get things done in the Bitcoin world. Thank you BitInstant, I look forward to the resolution to my order

Awesome!  Let me know if I can be of further help!  Thanks!

[URSAY]

Will you be around the forums while in the office?

Yes...gonna try to be tomorrow. 

[OpenYourEyes210]

URSAY, would a refund request be faster than waiting for my MtGox funds to go through? If so, put my in for a refund request.

OrderID: 237a4342-ea13-4249-8406-5b98fbf1341c

[URSAY]

Hey everyone!

I'll be back on tomorrow to help!

If you felt like your were completely ignored by me today then let me know!  I am working with a lot of people here so it's possible someone might fall thru the cracks.

Today was rough with overwhelming volume and MTGOX failures.

Tomorrow will be better and we'll get more of your issues resolved.

Thanks for your patience everyone!

-BitInstant Support

[dookiedue]

Ursay, any clue about my and dookiedue's problem?

Nothing yet on dookie.

I don't have a ticket open for you but I still am behind on quite a few PMs.  If you sent the details by PM then don't worry...I'm about to run thru all those.  Otherwise, you may want to pass me all your order details...

URSAY is this directed to me or Cerulean13? Sorry for the extra post or if the answer is obvious but I just wanted to clarify that you did have a ticket open for me and you don't need any further information. Thanks...

No problem man.  If you look close at my responses you can see which user the original post came from that I am responding to. 

So this response was not for you but someone asking about you?  Maybe a friend?

I was fairly certain your were talking about Cerulean13 which is why I stated I just wanted to clarify. I just wanted to make sure that if you needed anything from me I was able to get it to you ASAP. Not a friend, if you look close at his previous post you will see he posted a question on here that I felt pretty confident that I could answer so I responded to him as I had a very similar experience at a CVS. Also I know how busy you are and was trying to make up for my many previous post as "it takes away more time from ALL of our support agents". Just trying to help out a little and I guess Cerulean13 appreciated such a prompt response that directly addressed his questions and concerns.

[bloodsipper]

Would you like me to submit some form of refund request?

All issues are different.  Don't assume they are all the same.  There are many variables in play with every transaction.

I apologize we haven't been able to meet your needs.  I am working improve customer experience and I hope you will consider using us in the future!

Thanks,
-BitInstant Support

I apologize if i have been rude, i deposited a sizeable chunk of my monthly income with your company and i am just getting very frustrated.  I was feeling alot better when rachel from liveagent told me they were having issues and it would be fixed within a couple of hours.  however in that time i have been reading up on this and other forums and it seems i am far from being alone on this.  i have not seen an employee in the irc server that is claimed  'You can reach us at info@bitinstant.com or our active IRC channel.
Server: irc.bitinstant.com
Channel: #BitInstant'

i have been in that channel all day and i have seen 4 people speak, none of which was an employee of bitinstant and 2 of which like myself were there for bitcoins not being received.  This worries me, every other person seems to be posting about how they cannot get ahold of anyone and that you are the only contact who responds.  

Do you know where my money is or why it is not going through?  because i most certainly would like to know also.

thanks
-bitinstant 'customer'

[rastafari33]

I Never received confirmation e-mail from bitinstant.
please complete my order, quote id 3bb78083-8528-4a3a-836c-38f9e74829f7

when i check the status of my order on the bitinstant site, it just says loading.

thank you

[Tyler94]

How long can I expect to wait before someone will contact me and try to resolve the support ticket you made yesterday (4/2)?

[J0B00]

Can I get an update on my transaction? You opened a ticket for me and I haven't heard anything yet...

Order ID: a34f1338-ae2e-4576-978a-ef9a6f8654f6

Thanks!

[cerulean13]

Ursay, any clue about my and dookiedue's problem?

Nothing yet on dookie.

I don't have a ticket open for you but I still am behind on quite a few PMs.  If you sent the details by PM then don't worry...I'm about to run thru all those.  Otherwise, you may want to pass me all your order details...

URSAY is this directed to me or Cerulean13? Sorry for the extra post or if the answer is obvious but I just wanted to clarify that you did have a ticket open for me and you don't need any further information. Thanks...

No problem man.  If you look close at my responses you can see which user the original post came from that I am responding to. 

So this response was not for you but someone asking about you?  Maybe a friend?

I was fairly certain your were talking about Cerulean13 which is why I stated I just wanted to clarify. I just wanted to make sure that if you needed anything from me I was able to get it to you ASAP. Not a friend, if you look close at his previous post you will see he posted a question on here that I felt pretty confident that I could answer so I responded to him as I had a very similar experience at a CVS. Also I know how busy you are and was trying to make up for my many previous post as "it takes away more time from ALL of our support agents". Just trying to help out a little and I guess Cerulean13 appreciated such a prompt response that directly addressed his questions and concerns.

Sorry for the confusion, I didn't open a ticket or anything so that post is probably directed towards you. I figured that Ursay was reading the thread at the time (and thus knew the context of who you are and who I am) but he was probably responding to old messages so he probably got confused.

Anyways I would make sure you do in fact have a ticket open...probably best to PM him at this point.