Official Newbie BitInstant Support Thread (Active Customer Support)

[Frostasus]

Hello and afternoon URSAY, Any word on my status for Order 927b5899-9330-40ae-a8e9-318fd42a322 Quote ID# ceef353a-b5bc-4318-85f8-7b66643f95ff
Event ID# 363448b3-67d9-44c4-a049-2333cef16952a Wed Apr 3 04:42:18 2013

[stcupp]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

[archimediate]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

[fallingupwards]

I'm sure the BitInstant people are great guys - I'm impressed by how actively they're helping people here - but I submitted $500 to them through ZipZap two days ago and still haven't received any bitcoins and haven't received any responses to my emails asking about them. Again, I'm assuming it's just a mistake, so I don't mean to be a dick, but that's a lot of money and I'm worried about it. I'm not sure which is my Order ID:  the only two ID codes I saw on the order page were Quote ID (6148cd1f-caa0-48e7-b70f-39b8a0bb234f) and Event ID (0248e572-829b-437f-8ad5-4b8ff92d6c23). Only received a confirmation of payment from ZipZap, not BitInstant. Help?

[stcupp]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

Yeah I mean I've been waiting on a reply from Charlie for 6 days now. I was told he was the only one that could help me. URSAY submitted another ticket for me but how does that help when the only person that can help me is Charlie and he just ignores me? Its not URSAYs fault it seems the only thing he can do right now is submit tickets he can't really resolve our issues.

[fallingupwards]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

Yeah I mean I've been waiting on a reply from Charlie for 6 days now. I was told he was the only one that could help me. URSAY submitted another ticket for me but how does that help when the only person that can help me is Charlie and he just ignores me? Its not URSAYs fault it seems the only thing he can do right now is submit tickets he can't really resolve our issues.

Well, that makes me feel better to know I'm not the only one... Hopefully these issues get resolved, because otherwise it's a very convenient service

[stcupp]

Well, that makes me feel better to know I'm not the only one... Hopefully these issues get resolved, because otherwise it's a very convenient service

You might be waiting awhile I made my deposit on Mar 26 for $500 and still haven't received the funds.....

[Crastor]

My issue has been resolved.

FYI to everyone with code issues:

When you are exchanging vouchers (VoucherX, BitStamp, BTC-e etc.) through Bitinstant and it sends you a confirmation email look at the APIresponse which will contain your code.

For example, MTGOX has three options:
  
  Add Funds
  Withdraw Funds
  Redeem Codes
  
Don't use the "Redeem Codes", but go through "ADD FUNDS"  and select "Redeem MTgox code."

It sometimes doesn't register but when it does you don't get a notification, just a credit to your account.

If this is confusing, it may be because BitInstant's automatic email confirmation doesn't help.

Bitinstant writes in it's email:

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

but then supplies an MTGOX code that you have to manually redeem despite the message stating that a direct deposit has been made automatically and that there is no need to use the coupon system.

Maybe fix the confusing message and a lot of these tickets will go away.

[Emily]

Hi, I understand that us "newfolk" are restricted to this section in the beginning? But when is that lifted, as I doubt me writing indifferent posts just to be considered an active member is how the rule was intended

(I just want to PM a person from the Marketplace > Services section as I might make use of his service.)

[ArthurianLegend]

Bought $20 worth of BTC today and got nothing, its been 5 hours since ZipZap purchase.

No email, nothing. I went back to the email and confirmed it, sent support ticket to BitInstant and Coinapult. The order says delivered though... bit worried.

[Yankee (BitInstant)]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

Hey guys, URSAY forwarded me your info.

If you want me to look faster, send me a PM and Ill look now!

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See above

[delgas]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

Hey guys, URSAY forwarded me your info.

If you want me to look faster, send me a PM and Ill look now!

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See above

That's funny, I PM'd you hours ago and got no response.

At this point I think it's safe to say that our 3.99% BitInstant fee has been increased to a 100% fee for many of the people posting in this thread?    

Yesterday, this thread stood at 127 pages and is now at 145, 146?  BitInstant not meeting their obligations to the customers that wired them money is clearly building momentum, not subsiding.

If this was only a technical glitch and you had the monetary resources to meet your obligations you would have done so by now.

For now I'll continue to monitor the block chain in hopes of hearing the magical beep that indicates MY money heading to MY wallet.  The sound of BitInstant getting its shit together and holding up their end of the bargain.

[URSAY]

Hey everyone,

There's been a few people that may have said they have been waiting for more then 5 days.  If you are one of these people then please PM me with very specific info...(*even if I have said I opened a ticket for you)...

Order ID # and/or Quote ID #
email address
Date of order (I will be able to see your order date once I look up your ticket...so please don't lie about your order date)

I completely understand if you are upset and I want to make sure that you are taken care of ASAP.  I'm hoping to get into the official support ticket system soon so I can check status of your orders better and properly escalate some of you that have been waiting TOO LONG.

Everyone else, we are also handling your support issues.  Please be patient.  I will be working thru the weekend most likely.  

Thanks!

-BitInstant Support

[URSAY]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

I did speak with Charlie.  I've just been really busy trying to learn the ropes and getting myself set up to handle support requests overall.  Originally I had assumed that I would go into BitInstant and I would be suggesting customer service management software, etc.  That was FAR from the case.  BitInstant has a very intricate system and it's well put together.  So it's more about me catching up to them.  But I'm spending most of my days and nights trying to get integrated.

So I apologize if I did not speak to Charlie about your specific issue.  With the amount of volume and issues everyone is dealing with, that is not always practical.  I have to look at the bigger picture...continue training myself and resolving issues which come in faster then we can handle. 

I'm still hoping to solve some of your lingering issues this weekend though.  I can't promise you, but I am doing my best.

Thanks for your understanding. 

[URSAY]

Bought $20 worth of BTC today and got nothing, its been 5 hours since ZipZap purchase.

No email, nothing. I went back to the email and confirmed it, sent support ticket to BitInstant and Coinapult. The order says delivered though... bit worried.

Do you have an order ID # or quote ID #?  An email address could also be helpful.  PM or post here. 

[stcupp]

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See Ursay?  This is what I'm talking about.  You told me that you would soon be talking to Charlie and would have an answer to problems only he could answer.  When asked for an update, we are usually ignored, not always.  That's all I meant.  You did indeed open a ticket for me and I really appreciate that.

Hey guys, URSAY forwarded me your info.

If you want me to look faster, send me a PM and Ill look now!

URSAY, you've spoken to Charlie recently right? when does he plan on resolving our issues? I was told he was the only one that could help me but I havn't been able to get a reply from him.

See above

I PMed you yankee!

[noname6520]

pm sent

[ArthurianLegend]

Bought $20 worth of BTC today and got nothing, its been 5 hours since ZipZap purchase.

No email, nothing. I went back to the email and confirmed it, sent support ticket to BitInstant and Coinapult. The order says delivered though... bit worried.

Do you have an order ID # or quote ID #?  An email address could also be helpful.  PM or post here. 

PM'd, thanks for the help!

[archimediate]

Yup, I pm'd Yankee and Ursay per both the requests... Waiting.

[dimasmjunior]

Hello guys,

    Can you take a look at my order id: f10e8067­-17ee-­45cc-­8a6c-­5255f2b3377a
    ZipZap confirmed it as successful with account # 329680268.

Thanks.