Official Newbie BitInstant Support Thread (Active Customer Support)

[shampayne]

I just have a simple question....is there a single person...anybody...that has had a transaction go through?  If so, just reply here.  The proverbial sh*t seems to be hitting the fan with these guys.  Are transactions from today going through, with those before today "delayed" (I'll use that term to be nice), or are all transactions simply not going through?

I did a cash deposit today, went through no problem. However, I tried placing an order using dwolla on Tuesday and the checkout failed even though they received my money and I have yet to hear back from BitInstant's customer support for more than 48 hours now. How hard could it be to manually process a Dwolla order that was paid for within minutes of creating the order? It could not take more than 5 minutes to look at the Dwolla account and match up a failed order -- I know I am not the only one waiting for bitcoins that paid with Dwolla on Tuesday -- so what the hell is taking so long? As far as I can tell they haven't even started manually processing orders. I don't know how difficult it would be to track and manually process ZipZap payments, but for Dwolla it cannot be that hard.

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[Gareth Nelson]

here's a theory since we are clearly just being put off.

the CEO is on vacation,etc and the support desk people have little idea what's going on.
employees probably do not have access to any transfers because they have the ability to steal
so everything has to be done by charlie and erik, and where are they? hmmm.

Thoughts?

All senior staff are around, myself included - the only thing holding back those orders is technical issues from when the new site was launched.

[chrometric]

so what are we lookin at here?

like i've said, and i guess it don't matter BI reps., but how soon can we expect for our coins to be delivered to us?

Some of us have been Very Good Customers, once again, this is the first time i've had to go through this.

I understand being swamped, only one of my two orders went through...both doccumented with emails from claire @ zipzap as going through to BI.

i'll be patient to an extent, as a once satisfied customer  


I Need My Coins,

chrometric

[JustAnotherBitcoinFan]

here's a theory since we are clearly just being put off.

the CEO is on vacation,etc and the support desk people have little idea what's going on.
employees probably do not have access to any transfers because they have the ability to steal
so everything has to be done by charlie and erik, and where are they? hmmm.

Thoughts?

All senior staff are around, myself included - the only thing holding back those orders is technical issues from when the new site was launched.

You already blew that excuse out of the water when your business stated, they could manually issue the funds.  It's obviously a ruse.  Let the techs work on your site, while you and the others start issuing the funds out.  This isn't happening, which the simplest person could see that it could be done.  This compounded by several other sneaking things your business has been doing, is making our complaints escalate into something much bigger.

[shampayne]

here's a theory since we are clearly just being put off.

the CEO is on vacation,etc and the support desk people have little idea what's going on.
employees probably do not have access to any transfers because they have the ability to steal
so everything has to be done by charlie and erik, and where are they? hmmm.

Thoughts?

All senior staff are around, myself included - the only thing holding back those orders is technical issues from when the new site was launched.

This is bullshit... Why would this stop you from manually processing orders? You haven't even started! Why?!

[Gareth Nelson]

We don't directly buy BTC, we send USD to our partner coinapult and coinapult buys the BTC on our behalf, if anything we take a loss on delayed orders due to 2 factors:

Thats not 2 factors...thats 3 factors

1 - If an order is past deadline, we don't charge fees, and that means the expense and transaction costs aren't covered - How do we know this is true, we have already been fibbed too about our money being issued in 2 hours, and then fibbed again about getting it soon?

2 - If price has changed, we often have to pay out more to make up the difference and compensate customers - You didn't mention that a price change could also benefit your business massively with the funds your withholding from us.


3 - The obvious PR hits and loss of business.  Obviously not if your getting new orders!


There's absolutely nothing to gain through delaying orders.

I'd say number 2# shows a great deal to gain in withholding our funds.  Then there is the fact that we may never see our funds, which would definitely benefit your business.  

I'm not going to respond further to this kind of allegation other than to say this:

If we literally just took people's money intentionally planning to never return it, that would result in our business being shutdown (and rightly so).

As for "holding funds", we don't make interest or anything else on customer deposits - in fact a lot of the time we don't actually see funds from customer deposits until a week later.

[JustAnotherBitcoinFan]

We don't directly buy BTC, we send USD to our partner coinapult and coinapult buys the BTC on our behalf, if anything we take a loss on delayed orders due to 2 factors:

Thats not 2 factors...thats 3 factors

1 - If an order is past deadline, we don't charge fees, and that means the expense and transaction costs aren't covered - How do we know this is true, we have already been fibbed too about our money being issued in 2 hours, and then fibbed again about getting it soon?

2 - If price has changed, we often have to pay out more to make up the difference and compensate customers - You didn't mention that a price change could also benefit your business massively with the funds your withholding from us.


3 - The obvious PR hits and loss of business.  Obviously not if your getting new orders!


There's absolutely nothing to gain through delaying orders.

I'd say number 2# shows a great deal to gain in withholding our funds.  Then there is the fact that we may never see our funds, which would definitely benefit your business.  

I'm not going to respond further to this kind of allegation other than to say this:

If we literally just took people's money intentionally planning to never return it, that would result in our business being shutdown (and rightly so).

As for "holding funds", we don't make interest or anything else on customer deposits - in fact a lot of the time we don't actually see funds from customer deposits until a week later.

Oh now I know that you see much of the money much much sooner than a week per many of the methods.  This money could be used to make more if it is being used in the bitcoin market.  Your not talking to idiots, so please quit acting like we are!!

[chrometric]

so you're saying the emails/ reciepts showing  the payments have got to BI are no good?

come on now, i can see being understaffed..just tell us....jeepers...i don't know about anyone else...

but i need my gambling fix  LOL


Re: Case #: 9029. Please help me to resolve this missing



Please, can i have the $500.00 worth of bitcoins that i purchased on 6/11/2013

Thank You  

chrometric

[vrusso123]

well we cant be that smart. all of us sent a lot of money to people that never earned our trust. I blame myself. I am a fool for having trusted you.

[AngryCustomer]

So they have been holding my money for 72 hours. Iv been reading the forums and it seems like they are trying to help, although there is no evidence to support that. My question is, if I don't get my bitcoins by Friday, does this mean il have to wait until Monday?! Im a patient man, but even I have my limit.

   Sincerely, AngryCustomer

[Gareth Nelson]

We don't directly buy BTC, we send USD to our partner coinapult and coinapult buys the BTC on our behalf, if anything we take a loss on delayed orders due to 2 factors:

Thats not 2 factors...thats 3 factors

1 - If an order is past deadline, we don't charge fees, and that means the expense and transaction costs aren't covered - How do we know this is true, we have already been fibbed too about our money being issued in 2 hours, and then fibbed again about getting it soon?

2 - If price has changed, we often have to pay out more to make up the difference and compensate customers - You didn't mention that a price change could also benefit your business massively with the funds your withholding from us.


3 - The obvious PR hits and loss of business.  Obviously not if your getting new orders!


There's absolutely nothing to gain through delaying orders.

I'd say number 2# shows a great deal to gain in withholding our funds.  Then there is the fact that we may never see our funds, which would definitely benefit your business.  

I'm not going to respond further to this kind of allegation other than to say this:

If we literally just took people's money intentionally planning to never return it, that would result in our business being shutdown (and rightly so).

As for "holding funds", we don't make interest or anything else on customer deposits - in fact a lot of the time we don't actually see funds from customer deposits until a week later.

Oh now I know that you see much of the money much much sooner than a week per many of the methods.  This money could be used to make more if it is being used in the bitcoin market.  Your not talking to idiots, so please quit acting like we are!!

For cash deposits it's generally weekly

[shampayne]

Why have you not started manually processing orders from Tuesday?

A Dwolla order should be easy as pie to manually process...

[JustAnotherBitcoinFan]

well we cant be that smart. all of us sent a lot of money to people that never earned our trust. I blame myself. I am a fool for having trusted you.

Prior to this my trust was at 70% with them.  I have done probably about 37 transactions with them in the past.  This would make the second time that my funds never made it where they were suppose too, and never received a refund and etc.  You know though they are too blame a lot here.  A disclaimer on their website, shutting the terminal down after the first hundred didn't get anything from their purchase, and etc could of made us all believe they had our best interest at heart.  From what i have been seeing.  They have all the money they made off of us at their heart.  If the system is processing new orders all day today just fine, then the techs or whoever did their job already...yet we still haven't seen any manual processing of our orders..hmmmm anyone else here see where I am coming from?

[vrusso123]

all I can do is hope these actions are equally as devastating to you (bitinstant) as they are to me. you have taken all of my money, money I HAD planned to buy a truck to work with. now I have no money, no truck, and the job has been filled. I understand that 1k is not a lot of money, tell my family that.

[JustAnotherBitcoinFan]

all I can do is hope these actions are equally as devastating to you (bitinstant) as they are to me. you have taken all of my money, money I HAD planned to buy a truck to work with. now I have no money, no truck, and the job has been filled. I understand that 1k is not a lot of money, tell my family that.

My heart goes out to you.  We all had grand ideas for our money. So much could of been done to spare us all this huge set back, but wasn't.  Maybe some day we will get a provider that is quick, reasonable, and honors our trust. 

[347build]

So, if i go do another moneygram order.... it will work?? GARETH, you say recent are goin through fine.... so if i do another order, itll work, while im waiting for you all to manually push the backlogged ones??

[Gareth Nelson]

So, if i go do another moneygram order.... it will work?? GARETH, you say recent are goin through fine.... so if i do another order, itll work, while im waiting for you all to manually push the backlogged ones??

It should work fine yes, recent orders are executing same as always with only the odd issue due to typoed bitcoin addresses etc.

[cardcomm]

Hey everyone,

I would like to resolve your issues ASAP.  However, I've been spending a good part of my morning going thru duplicate tickets.  Please understand that if I am closing dupe tickets all morning then it will take that much longer for me to organize and resolve your issues.

I understand your anger but I'm sure you want your issues resolved immediately.  Logging duplicate issues only increases your wait time and doesn't help anyone.

Thanks for your understanding as I work to resolve all of your issues...

I swear if I see you blame your workload on your customer ONE MORE TIME my head is gonna explode! You are stuck working your ass off to fix this for one reason:

Poor coding and piss poor testing.

You rush a crappy code base into production, get bit in the ass by major bugs, and blame your customers for complaining their money is tied up for days? You need to take some of your bitcoins, go downtown, and buy yourself a clue!

I know this is stressful for BitInstant employees right now. I've been in similar situations. but you put yourselves there - your customers didn't.

Perhaps if BitInstant made meaningful communication regarding this problem, people would back off. And maybe stop submitting dup problem tickets.

Meanwhile, don't you freaking DARE make another post blaming the delays on your customer base!!!!

[Gareth Nelson]

Hey everyone,

I would like to resolve your issues ASAP.  However, I've been spending a good part of my morning going thru duplicate tickets.  Please understand that if I am closing dupe tickets all morning then it will take that much longer for me to organize and resolve your issues.

I understand your anger but I'm sure you want your issues resolved immediately.  Logging duplicate issues only increases your wait time and doesn't help anyone.

Thanks for your understanding as I work to resolve all of your issues...

I swear if I see you blame your workload on your customer ONE MORE TIME my head is gonna explode! You are stuck working your ass off to fix this for one reason:

Poor coding and piss poor testing.

You rush a crappy code base into production, get bit in the ass by major bugs, and blame your customers for complaining their money is tied up for days? You need to take some of your bitcoins, go downtown, and buy yourself a clue!

I know this is stressful for BitInstant employees right now. I've been in similar situations. but you put yourselves there - your customers didn't.

Perhaps if BitInstant made meaningful communication regarding this problem, people would back off. And maybe stop submitting dup problem tickets.

Meanwhile, don't you freaking DARE make another post blaming the delays on your customer base!!!!

The order delays are not due to duplicated tickets, what URSAY was referencing is the delays in responding to support tickets - it really does make it harder to handle support issues when the workload increases with dupes.

[347build]

So, if i go do another moneygram order.... it will work?? GARETH, you say recent are goin through fine.... so if i do another order, itll work, while im waiting for you all to manually push the backlogged ones??

It should work fine yes, recent orders are executing same as always with only the odd issue due to typoed bitcoin addresses etc.

Thank you, im going down now to pay a smaller moneygram  and see if it works.