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Poll
Question: Does avalon fail at customer communication?
Yes - 64 (58.7%)
Yes, no response for +1mos - 9 (8.3%)
Yes, no response since I ordered - 21 (19.3%)
No - 2 (1.8%)
No, I receive email responses right away! - 2 (1.8%)
No, I get responses in a reasonable time frame - 4 (3.7%)
I have no comment until my order ships for fear of retribution - 7 (6.4%)
Total Voters: 109

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Author Topic: Bitsyncom, can you please hire some employees, answer emails, and tickets?  (Read 2136 times)
senseless
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May 24, 2013, 08:41:19 AM
 #1


I received a response to my email and/or support ticket. My account has a new update that updated my shipping from EMS to a DHL tracking number (Sent as an update to my account/order). They responded to my request in <48 hours or so. So apparently they do read them, but they must just not personally respond to every one of them.

It appears they are indeed trying to improve their customer service.

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May 24, 2013, 04:26:07 PM
 #2

I second this even though avalon heard me now... its really hard to have a problem that puts pressure on your shoulder, in my case the bitcoins of others, and i cant do anything.

Some support employees should help very much.

I even know one in forum that paid for 10k chips. The transaction didnt go through because the payment waited for confirmations longer than 8 hours... now the order is gone and the bitcoins too because avalon cant be reached... thats not how it should run...
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May 24, 2013, 04:37:05 PM
 #3

Which country is it ?
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May 24, 2013, 04:54:06 PM
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@OP: Don't be born in that country.
Problem solved.

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May 24, 2013, 05:09:24 PM
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If any of you have the same problems with corruption inside of EMS in your home country you could be looking at having to pay 45,000$ or more in "special taxes" aka bribes based on the valuation of the package (If you receive it at all).
i'm guessing italy? Tongue

It is pitch black. You are likely to be eaten by a grue.

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May 24, 2013, 05:14:47 PM
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@OP: Don't be born in that country.
Problem solved.

I wasn't, I just happen to live here.

Which country is it ?

Some corrupt SEA nation.


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May 24, 2013, 05:21:41 PM
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I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.
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May 24, 2013, 05:30:14 PM
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@OP: Don't be born in that country.
Problem solved.

I wasn't, I just happen to live here.

Which country is it ?

Some corrupt SEA nation.

If you don't know the name of the country you are in, it might be hard for Avalon to deliver your unit regardless of which carrier they use.

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May 24, 2013, 05:34:00 PM
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I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy as well.

Make my day! Say thanks if you found me helpful Smiley BTC Address --->
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May 24, 2013, 05:45:31 PM
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I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy.

Money is not a problem for them. I'd imagine they have a problem finding people they can trust.
They are small co. that is going through some growing pains. 

We don't hear from them because they are busy setting up SMT machines, organizing logistics.  Last thing they want to do is to go through a lengthy interview process to find a customer rep they can trust.  To hire someone is easy.
If you hire someone and then you have to micromanage them, it creates more problems than it solves.

I'm guessing the physical/financial security is a problem for them.

Remember they are operating in China.  If local officials smell big bucks, they will be knocking on their doors to get some.  Taxes, licenses, permits, certifications etc.

My guess is that they try to stay under the radar for the above reasons.
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May 24, 2013, 05:49:34 PM
 #11

I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy.

Money is not a problem for them. I'd imagine they have a problem finding people they can trust.
They are small co. that is going through some growing pains.  

We don't hear from them because they are busy setting up SMT machines, organizing logistics.  Last thing they want to do is to go through a lengthy interview process to find a customer rep they can trust.  To hire someone is easy.
If you hire someone and then you have to micromanage them, it creates more problems than it solves.

I'm guessing the physical/financial security is a problem for them.

Remember they are operating in China.  If local officials smell big bucks, they will be knocking on their doors to get some.  Taxes, licenses, permits, certifications etc.

My guess is that they try to stay under the radar for the above reasons.


Actually, to be fair, you are probably 100% correct. My comment revolved around an ideal world theory, not real world limitations...

I keep seeing them as a bunch of undeniably smart rogue students, but to be fair what they've achieved this far is nothing short of miraculous and takes a huge amount of organisational skills!

They could easily sell out to someone local and outside the community if they so wished. Props to them for staying true to the cause...

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dan99
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May 24, 2013, 06:08:09 PM
 #12

By right never and never used EMS to send your boxes or documents out of china, it is control by and belongs to the government. Always used DHL/Fedex or UPS to get your goods send out.

Avalon customer service needs to be improved. I wonder why can't they get anyone or workers in to help? Ngzhang or yifu sure has
families or relatives in china, hire these people and is common knowledge that factories bosses always prefer to hire their own family members to work for them and getting 1 or 2 person in the help desk should not be an issue. I think a lot of this  emails coming in are not open or even read? because they are too busy with R&D and production. I would say  butterfly service is also terrible.
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May 24, 2013, 06:40:16 PM
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By right never and never used EMS to send your boxes or documents out of china, it is control by and belongs to the government. Always used DHL/Fedex or UPS to get your goods send out.

Avalon customer service needs to be improved. I wonder why can't they get anyone or workers in to help? Ngzhang or yifu sure has
families or relatives in china, hire these people and is common knowledge that factories bosses always prefer to hire their own family members to work for them and getting 1 or 2 person in the help desk should not be an issue. I think a lot of this  emails coming in are not open or even read? because they are too busy with R&D and production. I would say  butterfly service is also terrible.

Butterfly need to employ an entire army to man their customer services, they have an exponentially greater volume of problems to deal with!!

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May 26, 2013, 02:29:59 AM
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I have nothing bad to say about Avalon personally.

But it does seem to me for the great amount of business they are doing, and the great products they have, a little bit would go a long way. I'm sure in China it would be fairly inexpensive to hire a min wage dedicated secretary or customer service person to assist with running the day-to-day stuff, while Yifu and the other BTC champions can be freed up to do more important stuff.

Even just having a full-time employee in this sort of role doing this one day a week would really help the situation out massively.

I think it's the only way forward. They have the money, they are making a huge mark up on their bulk chips.

In his recent talk at Bitcoin 2013 he admitted the team hate the customer service aspect and want to concentrate on development and engineering, that's what motivates them.

That's understandable, I'd be like that too, but you can't afford to loose sight of the fact if your customers are unhappy, you don't get the funding for development and it's such an easy fix to to hire someone to make your life more efficient and rewarding and keep your customer base happy.

Money is not a problem for them. I'd imagine they have a problem finding people they can trust.
They are small co. that is going through some growing pains. 

We don't hear from them because they are busy setting up SMT machines, organizing logistics.  Last thing they want to do is to go through a lengthy interview process to find a customer rep they can trust.  To hire someone is easy.
If you hire someone and then you have to micromanage them, it creates more problems than it solves.

I'm guessing the physical/financial security is a problem for them.

Remember they are operating in China.  If local officials smell big bucks, they will be knocking on their doors to get some.  Taxes, licenses, permits, certifications etc.

My guess is that they try to stay under the radar for the above reasons.


Fuck that.

They can EASILY get a trusted virtual assistant from India for basically no money at all.


That is really easy. And if they wanted, they'd just ask on THIS FORUM to get someone.
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May 26, 2013, 03:27:26 AM
 #15

I would have bought a Batch 2 Avalon, if they had put a decent share of Batch 1s in consumers' hands before throwing open the next ordering process. BitSyncom's inconsistent and downright snippy forum presence wasn't exactly reassuring. When you do honest work in a den of thieves, you really need to show your hand.

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May 26, 2013, 06:30:20 AM
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I would have bought a Batch 2 Avalon, if they had put a decent share of Batch 1s in consumers' hands before throwing open the next ordering process. BitSyncom's inconsistent and downright snippy forum presence wasn't exactly reassuring. When you do honest work in a den of thieves, you really need to show your hand.
To put things in perspective, don't forget that they had to open Batch #2 pre-orders way ahead of schedule because they ran out of funding to complete the production of Batch #1

It was sink or swim and BitSyncom was under a lot of stress.

On the other hand, the Batch #2 customers saved Avalons ass and a bit more feedback and information on order processing would be appreciated....
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May 26, 2013, 07:00:07 AM
 #17

Its not a problem about answering emails, the thing is they just don't give a shit about you or your orders. Feel bad for you guys, but these faggots like BFL and Avalon won't exist anymore now that real companies are coming out with hardware.
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May 26, 2013, 07:25:31 AM
 #18

UPDATE:

I received a response to my email and/or support ticket. My account has a new update that updated my shipping from EMS to a DHL tracking number (Sent as an update to my account/order). They responded to my request in <48 hours or so. So apparently they do read them, but they must just not personally respond to every one of them.

It appears they are indeed trying to improve their customer service.

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May 26, 2013, 07:46:36 AM
 #19

UPDATE:

I received a response to my email and/or support ticket. My account has a new update that updated my shipping from EMS to a DHL tracking number (Sent as an update to my account/order). They responded to my request in <48 hours or so. So apparently they do read them, but they must just not personally respond to every one of them.

It appears they are indeed trying to improve their customer service.



You have now recieved 1000% more satisfaction than ANY customer ordering from BFL !!!

OBJECT NOT FOUND
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June 11, 2013, 11:12:22 PM
 #20

Ok... so i now called bitsyncom and really got him... he didnt stop the call and talked a bit. Unfortunately he couldnt solve my problem on the go but he told me that Avalon will start with support...

Im not a native english speaker so i only understood a part of what he said but he told me something like this: "its about the chip orders?"... "its some time since they arrive"... "we will start with doing support"... "we will send out a newsletter about this soon"... "then open a ticket to get support".

So i really hope the problems i have can be solved soon.

Can someone tell me where to sign in for the newsletter? Im a customer already but i dont remember getting a newsletter since then so i have to sign in probably. Someone can give me a link?
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