Official Newbie BitInstant Support Thread (Active Customer Support)

[JustAnotherBitcoinFan]

Update:  Reply from ZipZap.  

Question:  How long will it take for my money to make it to the business or person that I sent it too.  I know they are suppose to release what ever I purchased immediately, but I am thinking of adding ZipZap as a payment method and would like to know how long it would actually take for me to get my money from someone making a purchase.

Answer: 2-3 business days.

Lmao so BitInstant what is that lie number 7 so far!?  You said you wouldn't receive any of our funds from zipzap payments for a week!!  2-3 business days, and a week are two totally different time periods.  Could Bitinstant be holding our money till it finally clears into their accounts from ZipZap.  It seems very plausible now.  Goes to show you, we can't trust them for a honest answer...we have to go digging to find the truth.

[vrusso123]

*crickets chirp*  *sun sets*

[vrusso123]

It appears that they don't even have access to the information from those orders... Great. No wonder they haven't started manually processing orders. They admit they don't even have the information to start manually processing orders. Doesn't sound like a hopeful situation to me.

*crickets chirp* *pigs fly*

[ruffneck]

Update:  Reply from ZipZap.  

Question:  How long will it take for my money to make it to the business or person that I sent it too.  I know they are suppose to release what ever I purchased immediately, but I am thinking of adding ZipZap as a payment method and would like to know how long it would actually take for me to get my money from someone making a purchase.

Answer: 2-3 business days.

Lmao so BitInstant what is that lie number 7 so far!?  You said you wouldn't receive any of our funds from zipzap payments for a week!!  2-3 business days, and a week are two totally different time periods.  Could Bitinstant be holding our money till it finally clears into their accounts from ZipZap.  It seems very plausible now.  Goes to show you, we can't trust them for a honest answer...we have to go digging to find the truth.

This is actually when bitinstant get's the physical money. They are notified right away fo the payment however it takes a few to get the actual cash from zipzap. The notification from zipzap is a guarantee for them however and this is why they process instantly 

[JustAnotherBitcoinFan]

Update:  Reply from ZipZap.  

Question:  How long will it take for my money to make it to the business or person that I sent it too.  I know they are suppose to release what ever I purchased immediately, but I am thinking of adding ZipZap as a payment method and would like to know how long it would actually take for me to get my money from someone making a purchase.

Answer: 2-3 business days.

Lmao so BitInstant what is that lie number 7 so far!?  You said you wouldn't receive any of our funds from zipzap payments for a week!!  2-3 business days, and a week are two totally different time periods.  Could Bitinstant be holding our money till it finally clears into their accounts from ZipZap.  It seems very plausible now.  Goes to show you, we can't trust them for a honest answer...we have to go digging to find the truth.

This is actually when bitinstant get's the physical money. They are notified right away fo the payment however it takes a few to get the actual cash from zipzap. The notification from zipzap is a guarantee for them however and this is why they process instantly  

Correct they are notified immediately to release the product we purchased. They receive the actual funds in 2-3 business days.  Bitinstant tried saying it would take one week.  So we are getting close to the day that they will physically have all of our funds.

***** ****** (ZipZap)
Jun 13 14:02 (PDT)

Mr. ****:  If you would like to begin the process of setting up a account with us to begin offering ZipZap as a payment method, I can help walk you through this.  Per your question, you would receive your funds within 2-3 business days of transaction.
Thank you!

Reply to this email or click the link below:

This email is a service from ZipZap. Delivered by Zendesk.

[shampayne]

It appears that they don't even have access to the information from those orders... Great. No wonder they haven't started manually processing orders. They admit they don't even have the information to start manually processing orders. Doesn't sound like a hopeful situation to me.

*crickets chirp* *pigs fly*

Utter silence...

Oh right! It's 5:00 there so they are done for the day. Great work today, BitInstant!

[JustAnotherBitcoinFan]

It appears that they don't even have access to the information from those orders... Great. No wonder they haven't started manually processing orders. They admit they don't even have the information to start manually processing orders. Doesn't sound like a hopeful situation to me.

*crickets chirp* *pigs fly*

Utter silence...

Oh right! It's 5:00 there so they are done for the day. Great work today, BitInstant!

Shhhh your breaking their concentration, don't you know we are the root to all the problems they have had lmao

[yahaauser]

Yo Gareth just helped me personally, I think some more respect needs to be shown they do have a point in being only so vague with thier answers given there prolly some sneaky Russians lurking. The might be ESOL but the can do social engineering quite well.

[vrusso123]

yup. thanks for nothing.

[vrusso123]

good shit yahaauser. how did you do it? obviously complaining is getting most of us nowhere. DO TELL!!!

[Gareth Nelson]

I gave yahaauser a 0% loan out of personal funds on the understanding it will be paid back when his original order executes.
This is not something I can afford to do for everyone unfortunately as much as I would like to.

[yahaauser]

If your an IT person your going to be like I know tooo much computer systems information to sit here.

[bitwrangler]

I gave yahaauser a 0% loan out of personal funds on the understanding it will be paid back when his original order executes.
This is not something I can afford to do for everyone unfortunately as much as I would like to.

That seems totally fair to the thousands of others who are waiting, theoretically in order, for their transactions to be processed. very professional!

[vrusso123]

Gareth, I cant get to work because of this. guy says he wants coins for truck. no coins no truck......

that was a nice thing you did for Yahaauser. I wish I could stop badgering you just for that but I have NOTHING ELSE TO DO. see you on the other forums.

[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!!!!

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.

If your only way of identifying failed transactions is by going through the customer issue queue, then you DO have a big mess. :/

If I knew anything about software development and support, I'd say that your apparent inability to identify failed transactions programmatically IS a pretty serious problem!

Speaking of that, BI has stated that the dev team is not yet ready with a solution, and you are awaiting their go-ahead to begin manually processing the orders. If this is the case, then how is duplicate problem tickets wasting "URSAY" time? Are you manually processing, still waiting, or what?

Honestly, I feel for your team. I have a pretty god idea the stress they are going through. But the constant poor/lacking communication is killing you in your customer's eyes. Just saying over and over "We're working on it" clearly isn't helping.

Perhaps if you committed to regular status updates, and stop blaming your customers, that would be a start. I really want to be patient about this, but lack of real response makes that REALLY difficult.

[tpad]

Gareth I have had orders that had to be manually processed and they always filled them in just a few minutes when that happened.. so why would you have to loan that guy the money instead of just manually processing his transaction? So you are basically saying that you do not even have the capability to track our orders and manually send even one of them if you wanted to? This doesn't sound good.

[JustAnotherBitcoinFan]

I gave yahaauser a 0% loan out of personal funds on the understanding it will be paid back when his original order executes.
This is not something I can afford to do for everyone unfortunately as much as I would like to.

Buying one member in the forum, is not going to cloud the truth that we all have seen!!

[shampayne]

Gareth I have had orders that had to be manually processed and they always filled them in just a few minutes when that happened.. so why would you have to loan that guy the money instead of just manually processing his transaction? So you are basically saying that you do not even have the capability to track our orders and manually send even one of them if you wanted to? This doesn't sound good.

You nailed it. Currently they have no access to their order history so they can't verify the details of our support emails until they get that sorted. Doesn't sound good at all.

[Gareth Nelson]

Gareth I have had orders that had to be manually processed and they always filled them in just a few minutes when that happened.. so why would you have to loan that guy the money instead of just manually processing his transaction? So you are basically saying that you do not even have the capability to track our orders and manually send even one of them if you wanted to? This doesn't sound good.

You nailed it. Currently they have no access to their order history so they can't verify the details of our support emails until they get that sorted. Doesn't sound good at all.

I did that because i'm confident that i'll soon get all the backlogged orders processing properly and I could help someone out quickly.

[JustAnotherBitcoinFan]

Gareth I have had orders that had to be manually processed and they always filled them in just a few minutes when that happened.. so why would you have to loan that guy the money instead of just manually processing his transaction? So you are basically saying that you do not even have the capability to track our orders and manually send even one of them if you wanted to? This doesn't sound good.

You nailed it. Currently they have no access to their order history so they can't verify the details of our support emails until they get that sorted. Doesn't sound good at all.

I did that because i'm confident that i'll soon get all the backlogged orders processing properly and I could help someone out quickly.

If you are so confident, why stop with one.  There others that I am sure you could afford to do the same for.  I just read through about 16 long long term customers who are deserving.