Official Newbie BitInstant Support Thread (Active Customer Support)

[yellowbellypig]

Im not on the 4/8 support list but I'd really really hope you guys would be working on my case (even though I know you're not) considering my order was placed on the 2nd of April. It's extremely difficult to remain civil and patient when it has been 145x longer than your site advertises and I STILL have no bitcoins.

This is really not a difficult issue at all... I paid money, now all you have to do is send me bitcoins.

You're saying you are swamped and things are taking longer than usual, but you have spent much more time sending me messages falsely assuring me that you're working on getting my case resolved than it would have taken to just send me the bitcoins. This means you either don't have any bitcoins to send, or you are simply ripping me off purposefully.

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

[URSAY]

I'm sorry but I'm not sure I understand your question. 

I think you perfectly understand both my question as well as that of pennypack and are actively dodging it for all eyes to see in this thread

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

[URSAY]

Im not on the 4/8 support list but I'd really really hope you guys would be working on my case (even though I know you're not) considering my order was placed on the 2nd of April. It's extremely difficult to remain civil and patient when it has been 145x longer than your site advertises and I STILL have no bitcoins.

This is really not a difficult issue at all... I paid money, now all you have to do is send me bitcoins.

You're saying you are swamped and things are taking longer than usual, but you have spent much more time sending me messages falsely assuring me that you're working on getting my case resolved than it would have taken to just send me the bitcoins. This means you either don't have any bitcoins to send, or you are simply ripping me off purposefully.

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

As I've mentioned many times before.  This is not the case.  We are working on your issue.  Thanks for your patience. 

[efini]

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

Here, I'll dumb it down for you:


A very specific price is quoted at time of placing the order. Will that price be honored when your lighting fast support gets around to fixing people's orders next week?

a) Yes
b) No


You need only answer with a single letter. Which is it?

[yellowbellypig]

Im not on the 4/8 support list but I'd really really hope you guys would be working on my case (even though I know you're not) considering my order was placed on the 2nd of April. It's extremely difficult to remain civil and patient when it has been 145x longer than your site advertises and I STILL have no bitcoins.

This is really not a difficult issue at all... I paid money, now all you have to do is send me bitcoins.

You're saying you are swamped and things are taking longer than usual, but you have spent much more time sending me messages falsely assuring me that you're working on getting my case resolved than it would have taken to just send me the bitcoins. This means you either don't have any bitcoins to send, or you are simply ripping me off purposefully.

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

As I've mentioned many times before.  This is not the case.  We are working on your issue.  Thanks for your patience. 

I don't want to hear the same bullshit line repeated over and over again. Its been almost a week now, I want my coins.

If I don't have them by the end of today I am going to have to start filing formal complaints and publishing my grievances on all the BTC forums. I really dislike being this way, but I have no choice at this point.

[Singlebyte]

Have you guys seen this?:

http://nymag.com/daily/intelligencer/2013/04/inside-the-bitcoin-bubble-bitinstants-ceo.html


Looks like they are processing so many transactions they cannot keep up with the money supply.  Looks like they may be waiting for MoneyGram to give them the funds.

[efini]

Have you guys seen this?:

http://nymag.com/daily/intelligencer/2013/04/inside-the-bitcoin-bubble-bitinstants-ceo.html


Looks like they are processing so many transactions they cannot keep up with the money supply.  Looks like they may be waiting for MoneyGram to give them the funds.

case in point as to why this thread is an excellent example of how NOT to run a business. if they can't keep up they need to limit the number of orders and customers they can take on. otherwise you wind up with threads like these. if they keep this up they're laying the groundwork for a class action.

[URSAY]

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

Here, I'll dumb it down for you:


A very specific price is quoted at time of placing the order. Will that price be honored when your lighting fast support gets around to fixing people's orders next week?

a) Yes
b) No


You need only answer with a single letter. Which is it?

I've answered this MANY times.  Every order is different.  If you have an issue with your order then we will do our best to make it right.  I can help you by escalating a ticket.  Thanks.  

[efini]

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

Here, I'll dumb it down for you:


A very specific price is quoted at time of placing the order. Will that price be honored when your lighting fast support gets around to fixing people's orders next week?

a) Yes
b) No


You need only answer with a single letter. Which is it?

I've answered this MANY times.  Every order is different.  If you have an issue with your order then we will do our best to make it right.  I can help you by escalating a ticket.  Thanks.  

Oh look another fucking dodge. what a surprise

[URSAY]

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

Here, I'll dumb it down for you:


A very specific price is quoted at time of placing the order. Will that price be honored when your lighting fast support gets around to fixing people's orders next week?

a) Yes
b) No


You need only answer with a single letter. Which is it?

I've answered this MANY times.  Every order is different.  If you have an issue with your order then we will do our best to make it right.  I can help you by escalating a ticket.  Thanks.  

Oh look another fucking dodge. what a surprise

Please tone down the language and treat me with respect or I will simply refuse to help you.  I am not here to take your abuse.  I understand you are frustrated and I take it in ALL DAY and NIGHT.  If you are reasonable with me then I will treat you the same. 

[Tyraeil]

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

Here, I'll dumb it down for you:


A very specific price is quoted at time of placing the order. Will that price be honored when your lighting fast support gets around to fixing people's orders next week?

a) Yes
b) No


You need only answer with a single letter. Which is it?

I've answered this MANY times.  Every order is different.  If you have an issue with your order then we will do our best to make it right.  I can help you by escalating a ticket.  Thanks.  

So, "No, we won't honor the agreement." is what I read?

[efini]

Please tone down the language and treat me with respect or I will simply refuse to help you. 

try me. NY is a short drive for a small claims action

[caffeineJoe]

Has anyone had their issue resolved in the last 40 hours!?  Post if you HAVE received your funds or if bitinstant.com has resolved your issue.  Provide time/details so the rest of us can feel assured.

Dude, just read the thread. C'mon.

Obviously they are having issues and attempting to fix it. Just FYI i'm on the list for Today.

to quote my ol'man who is long since
passed away,
"You can only stuff so much shit through a tin horn"

They are working and getting throught them one by one
And what can you do, I don't think anyone anticipated
This Huge Influx Of New Business.
But that's still not an excuse, it's just the way it is.
Be patient, I sent a rant to customer support,
Eventually Charlie sent me a reply .
. In hours it was solved. But now I'm reluctant to send new business
To them for the fear of going through it again.
Unless I know that by using my user I D the fund transfer will not fail.
I personally speculate that this is volume / credit limit issue.
But it's most likley much more complex than that.
Remember that tin horn?
 

[chase1420]

It's pretty clear that the you won't get the rate that was current at the time you made the transaction.
It will be the BTC rate of when your problem gets resolved. BitInstant definitely doesn't have the money to refund everyone their lost BTC.
URSAY is not gonna be able to change that, and the only resolution is to stop doing business with BitInstant in the future.

[efini]

the only resolution is to stop doing business with BitInstant in the future.

this plus small claims, or class action if others want to join in on the fun

[yellowbellypig]

Please tone down the language and treat me with respect or I will simply refuse to help you.  I am not here to take your abuse.  I understand you are frustrated and I take it in ALL DAY and NIGHT.  If you are reasonable with me then I will treat you the same. 

Again I have no personal issues with you, but DAMN... have you ever heard the phrase "the customer is always right"? I'd certainly hope that someone in the customer service line of work would have that attitude. (and I strongly doubt your boss would approve of that statement you made)

[shadumdum]

If you do not want to help me understand your question or situation then I cannot help you.  Sorry.

Here, I'll dumb it down for you:


A very specific price is quoted at time of placing the order. Will that price be honored when your lighting fast support gets around to fixing people's orders next week?

a) Yes
b) No


You need only answer with a single letter. Which is it?

I've answered this MANY times.  Every order is different.  If you have an issue with your order then we will do our best to make it right.  I can help you by escalating a ticket.  Thanks.  

Oh look another fucking dodge. what a surprise

Please tone down the language and treat me with respect or I will simply refuse to help you.  I am not here to take your abuse.  I understand you are frustrated and I take it in ALL DAY and NIGHT.  If you are reasonable with me then I will treat you the same. 

Yes, he is not being very nice to you, but it is a relatively simple request. All of us are asking the same question and you have started to dodge it. Saying that every case is different is obvious, but also very unhelpful. It isn't going to be any better in three days when people find out that they aren't going to be able to get the correct price, so saying that we're screwed now is at least a direct answer. I'm on your side with all of this, but I also understand that people, myself included, are starting to get a little worried with the rising prices and not being able to fairly get our coins.

[chase1420]

the only resolution is to stop doing business with BitInstant in the future.

this plus small claims, or class action if others want to join in on the fun

if these problems doesn't get resolved, then I'm sure BitInstant will have a class action on its hands.
sucks my first bitcoin experience had to go like this  

[Apanauc]

After 6 days I have finally received my bitcoins from Bitinstant. Thank you for your help URSAY.

However, I'm gonna have to submit another support ticket, I will accept receiving a spot on tomorrows list rather than my earlier position because I have improved my standing. I've seen it stated before on this thread that it is Bitinstants policy to honor the transaction at the rate mtgox has at the time of transaction. My zipzap confirmation occurred at 10:11 p.m. Mountain time on the 2nd of April 2013      Account Number: 763171501. The value of Mtgox of that time was around 120 to 130 USD. The rate I received for my $96.01 after transaction fees is less than what the price is currently, likely being completed at the absolute peek in price earlier today. My math comes out to me having received a rate of 192.514353759, this was certainly not the price of bitcoin last Tuesday and I wish to receive the difference, I cannot calculate the exact amount, but I believe it comes out to roughly .3 BTC

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d
ZipZap Account Number: 763171501

[URSAY]

You will get your coins at the price you expect.  If you don't then I will help you to resolve the issue.  Charlie will confirm shortly.