Official Newbie BitInstant Support Thread (Active Customer Support)

[archimediate]

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

I'm pretty sure Yankee said that we would get them at the price we ordered.  Though I don't know how this will happen.  Yankee?

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[StrictlyBusiness]

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

[archimediate]

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

I want my BC at the price I ordered them at...  Why has support suddenly disappeared? 

[Cogine]

We see what your saying Yankee.
It seems that the only way to get anything done is to post in this forum.
I have sent 4 emails on the issue in the last 24hrs and have heard nothing.
I can not imagine that everyone that uses your service knows about this forum.
Therefore it can be rather, if not, annoyingly hard to deal with your company since when things happen to go bad you are apparently under a backlog of over 24hrs.
People need a timetable of some sort, or just say you do not know what is happening.
Most people that email, call, or post on this forum receive no info, and then the funds magically appear.
So, my info again I guess.

OrderID: a8cb3b5c-45fb-4c76-b1b6-127e40dea270
Instead of a MTGOX Code under APIResponse I received the following.

APIResponse: {u'return': {u'xfer': u'805c3370-6c43-4b96-aa62-xxxxxxxxxx', u'amount': {u'value_int': u'48005000', u'currency': u'USD', u'display_short': u'$480.05', u'display': u'$480.05000', u'value': u'480.05000'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}

[stcupp]

I had 3 orders that I paid all at the same time they are:

538ee4e7-58a3-4e75-abf2-9d5d6ff160fa

fc0eb82f-4699-4861-bac4-8f39809c0449

65bea56c-6185-4889-ac36-b5ad8f9edfe1 <---- This is the order that didn't go through

I used the same account # for all 3 orders and they were all paid on March 26th. I waited 2 days to see if it would go through on its own and it didn't so I contacted support here is what I wrote

Order ID: 65bea56c-6185-4889-ac36-b5ad8f9edfe1
I paid this order but never received the funds from it. When I checked on the order it says Order Completed and I got the confirmation email that the funds were added to my account but when I checked mtgox they weren't there.

I got a reply from Mandrik that said:

It looks like you didn't provide a valid Mt.Gox account to send your funds to. Our system asks for the Mt.Gox account number or name only. Since, Mt.Gox didn't recognize your account ID as valid, they issued you a coupon that you can

redeem directly on the Mt.Gox site and route to your valid Mt.Gox account.

Your Mt.Gox coupon is: MTGOX-USD-XXXXX-XXXXX-XXXXX-7EC8D

To Redeem your MTGox Coupon (GoxCoupon field below): Log on to https://mtgox.com/. Under 'Funding Options' click 'Add Funds'. In the drop down menu, choose 'Redeem MtGox Code' and paste that code in the field.

I did provide a valid account # though! I used the same account # as I used for the other 2 orders and they went through fine. Also in the confirmation email I received from bitinstant it says "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"  but it wasn't. As soon as I got this email from Mandrik I tried using the Mt.Gox code he provided me and it didn't work it says "This code cannot be redeemed (non existing or already used)"

I'd also like to mention this Mt.Gox code I was given was never posted on the forums or anything! the only people that had access to it was me and bitinstant support!

I tried contacting support again after this explaining the code I was given didn't work and Seth replied just saying that my ticket was moving up to Level 2 and he forwarded it to the CEO Charlie that was Mar 30th and still no reply!

[StrictlyBusiness]

Gotta give em a moment, I'm pretty sure there busy as all get out.

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

I want my BC at the price I ordered them at...  Why has support suddenly disappeared? 

[Ace.]

Yankee, could you perhaps come around the IRC? it's a bit hard to talk here.

[archimediate]

Gotta give em a moment, I'm pretty sure there busy as all get out.

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

I want my BC at the price I ordered them at...  Why has support suddenly disappeared? 

So I placed this order on the 30th...  It's been over four days... I'm being VERY patient.  I work retail in a store that is #1 in the world for customer service... Not my company, my actual store.  Stuff goes wrong with us all the time because of the volume we handle but our presence to to customer and the ability to calm them down and make promises that we go through with is what keeps them coming back and keeps us in their good graces.  I just want that same treatment is all...

[andrewb]

just to clarify because I dont know if URSAY is till posting in this thread and I want to get this resolved ASAP.

I got this email 4 hours ago:

Hello xxxxxx,

Since you provided your merchant ID instead of your account name/number, you should be receiving a coupon code in your bitinstant order update email shortly. To Redeem your MTGox Coupon, Log on to https://mtgox.com/. Under 'Funding Options' click 'Add Funds'. In the drop down menu, choose 'Redeem MtGox Code' and paste that code in the field.

---
Sincerely,
Rachel

I have still not received any follow up email with any redeemable code.

It would be really quite helpful is BitInstant would refer to the coupon code in the email that is sent as something other than 'APIResponse'; for some reason that was not a clear labeling to me...you know, especially after it said 'no need to use coupon system'. Silly me.

[StrictlyBusiness]

I understand, I have worked customer service as well, I'm in the situation that if my funds don't show I'm going to loose my place, I  have a lot riding on this as well I'm just trying to stay positive I hope they will come thru for us.

Gotta give em a moment, I'm pretty sure there busy as all get out.

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

I want my BC at the price I ordered them at...  Why has support suddenly disappeared? 

So I placed this order on the 30th...  It's been over four days... I'm being VERY patient.  I work retail in a store that is #1 in the world for customer service... Not my company, my actual store.  Stuff goes wrong with us all the time because of the volume we handle but our presence to to customer and the ability to calm them down and make promises that we go through with is what keeps them coming back and keeps us in their good graces.  I just want that same treatment is all...

[URSAY]

Hey everyone!

I'm going to be trying to resolve more issues tonight and I have some fun updates about my visit to the BitInstant office!  Give me a chance to organize myself with all of these new procedures and information and I'll be back to help resolve your issues shortly!

Thanks!

-BitInstant Support

[StrictlyBusiness]

 

Wb , hope to hear the news.

Hey everyone!

I'm going to be trying to resolve more issues tonight and I have some fun updates about my visit to the BitInstant office!  Give me a chance to organize myself with all of these new procedures and information and I'll be back to help resolve your issues shortly!

Thanks!

-BitInstant Support

[maxspace321]

I made two orders a few days ago and they got hung up when mtgox's API error hit.  Here are my two order id's:

539ec05a-1413-452f-8185-91da3e886351

and

ee6cdc10-41f8-4d4f-8a4d-5df496779076

If you could please re-execute these orders I would be grateful. Thank you.

[caffeineJoe]

just to clarify because I dont know if URSAY is till posting in this thread and I want to get this resolved ASAP.

I got this email 4 hours ago:

Hello xxxxxx,

Since you provided your merchant ID instead of your account name/number, you should be receiving a coupon code in your bitinstant order update email shortly. To Redeem your MTGox Coupon, Log on to https://mtgox.com/. Under 'Funding Options' click 'Add Funds'. In the drop down menu, choose 'Redeem MtGox Code' and paste that code in the field.

---
Sincerely,
Rachel

I have still not received any follow up email with any redeemable code.

my code did not work, hope you get one that does.

[safoda]

thank you for the help

[crazylikeafox]

I feel sorry for those that haven't read this thread or those in the scam accusations forum.  If, however, you have seen this thread and still sent them money, then you deserve to lose your money - consider it a tax on stupidity.  There are 130+ pages of complaints.  You can see the fact that they are using new money to process old orders playing out in this thread day in and day out.  If you submit an order, rest assured that your order will not be processed unless and until more new money comes in.  Maybe you will be sent an invalid or expired coupon code, or shown an error.  They seem to have created a few standard delay tactics.  Whatever the reason displayed to you, it's all the same - they don't have the money to process your order until newer orders come in.

I have no idea why this is so hard for people to understand. This thread really should be submitted to Harvard Business School as a case study in how to create blind customer loyalty in the face of overwhelming evidence of severe issues.  It's like they somehow distributed digital kool-aid and everyone but me drank it.

I understand, I have worked customer service as well, I'm in the situation that if my funds don't show I'm going to loose my place, I  have a lot riding on this as well I'm just trying to stay positive I hope they will come thru for us.

Gotta give em a moment, I'm pretty sure there busy as all get out.

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

I want my BC at the price I ordered them at...  Why has support suddenly disappeared?  

So I placed this order on the 30th...  It's been over four days... I'm being VERY patient.  I work retail in a store that is #1 in the world for customer service... Not my company, my actual store.  Stuff goes wrong with us all the time because of the volume we handle but our presence to to customer and the ability to calm them down and make promises that we go through with is what keeps them coming back and keeps us in their good graces.  I just want that same treatment is all...

[dspyrit]

I sent a Dwolla->Bitcoin address yesterday morning for $1000. I've sent multiple emails with no response. I really need to know what's happened here as this is a decent chunk of cash! My quote id is 6ddb0f30-278e-45bd-8b57-708b71c299b8 and it's still at MtGox Order Loading. The funds HAVE been deducted from my Dwolla account, but have not even started a transaction to my bitcoin addr.

Please help!!

Hey everyone!

I'm going to be trying to resolve more issues tonight and I have some fun updates about my visit to the BitInstant office!  Give me a chance to organize myself with all of these new procedures and information and I'll be back to help resolve your issues shortly!

Thanks!

-BitInstant Support

[andrewb]

just to clarify because I dont know if URSAY is till posting in this thread and I want to get this resolved ASAP.

I got this email 4 hours ago:

Hello xxxxxx,

Since you provided your merchant ID instead of your account name/number, you should be receiving a coupon code in your bitinstant order update email shortly. To Redeem your MTGox Coupon, Log on to https://mtgox.com/. Under 'Funding Options' click 'Add Funds'. In the drop down menu, choose 'Redeem MtGox Code' and paste that code in the field.

---
Sincerely,
Rachel

I have still not received any follow up email with any redeemable code.

my code did not work, hope you get one that does.

Hmmm that reassuring, maybe my code just never worked in the first place and was not sniped by someone on this forum after all. Who is to know I suppose...

[caffeineJoe]

I'm still waiting for Charlie to correct a transaction from 9 days ago. I've sent 4 PM's only one response saying it would be done in a couple hours, that was 8 days ago. I've been in contact with Rachael by email who always email me back right away with apologies and statements that Charlie will do it today.

so i'm not alone

[yellowbellypig]

Hopefully nobody at BitInstant is annoyed by me posting my information on every page. I feel like this is the best way to make sure someone sees, and remembers to get my transaction processed.

Event ID: 3cd78318-2ebb-429b-b762-858fa00a606f
Quote ID: 7d0a05b9-4ed5-4219-896f-0d83b6d5068d
Amount: $208.95