Coinbase was very busy(Resolved)

[steveg]

I was lvl 2 verified and received "high risk" messages and there was no answer from their support for a long time.Everything was fixed.Thank you!

[timmybray]

I received exactly the same reply when I wrote to them. They just copy-paste the answer with that bullshit. I'm also Lvl2 verified. Can't even buy 0,1 btc from them (I tried just for a test).

[steveg]

I've been waiting for answer almost 72 hours now...No changes...No answer...No support

[TheFootMan]

There's also the other side of the fence, perhaps they're just too swamped, but imo, even then they could've said so in their blog (doesn't mention support issues).

Their blog (http://blog.coinbase.com/), mentions that there's a limit of 50 btc for instant buys.

[steveg]

As i know,there is only one man working as support - Olaf I understand,that i'm not the only one that wants to reach them,but if i receive the answer it shouldn't be their copy-paste,because if my problem isn't resolved i would either quit using their service with leaving lots of negative feedback or just write the second time. So what is the problem for support to help their customers from the first time they ask,not waiting for such posts as this?

[TheFootMan]

As i know,there is only one man working as support - Olaf I understand,that i'm not the only one that wants to reach them,but if i receive the answer it shouldn't be their copy-paste,because if my problem isn't resolved i would either quit using their service with leaving lots of negative feedback or just write the second time. So what is the problem for support to help their customers from the first time they ask,not waiting for such posts as this?

I sympathize with your position, and I never understood this either. When support receive a question, they should do their best to understand the question in hand, and then respond to it in a timely manner, and escalate it when necessary.

Copy-pasting answers only leads to frustrated users, and in the end hurts their business. Imo, it's better to wait 3 days for a proper answer, then to get a copy-paste answer in 2 hours.

Also, sometimes the copy-paste answer you receive has absolutely no value, I don't know what's the philosophy behind that, but keep it up that way, and a company eventually starts to lose business.

[steveg]

The only way is to wait I wish i have their phone number. 1 call 1 answer and that's all

[joesmoe2012]

I've never had much issue with their support, they've always been pretty responsive, though sometimes i have had to submit the same request a couple times before I got an actual solution.

[steveg]

I don't say they are bad,i think that they just have no time for everyone

[31337157]

"Ignores their customers" is quite strong and misleading, we are talking about a fresh new startup here. They aren't hiring all kinds of managers, they are just a small company that is getting swamped right now. It's going to take some time for them to catch up, especially with all the new changes as of late.

Give the 4 guys a little space and they will happily clear any issues you may have. I know it can be frustrating with all the $$ we all have tied up online, but Coinbase is definitely one to hold their ground and sort things out.

[statdude]

go to btcquick

[steveg]

"Ignores their customers" is quite strong and misleading, we are talking about a fresh new startup here. They aren't hiring all kinds of managers, they are just a small company that is getting swamped right now. It's going to take some time for them to catch up, especially with all the new changes as of late.

Give the 4 guys a little space and they will happily clear any issues you may have. I know it can be frustrating with all the $$ we all have tied up online, but Coinbase is definitely one to hold their ground and sort things out.

First of all,they are not as new as you say,i don't remember exactly,but i think they are almost a year and imho there was enough time to hire more people,i'm not the only one who uses their service. They're not experiencing "young startup" problems.

The second one is that it's not the first time they don't answer to their customers,you can search both here or reddit ,as example.Both forums are full of that kind of messages. Besides,there was no message that they experience any troubles with answering to messages. So they now that they are having troubles with that and just left that "as is". Trouble=Decision.

The third is that i,as regular customer,used all options to contact them(email,twitter,facebook).There was an answer,but it didn't solve the problem,even made worse,i was angry that received their copypaste message,after i asked not to do so. I think they even don't read the message,just searched some words like "cancelled,high risk" and pasted their favorite answer. They think,that "small" customers will quit their service after all that troubles with their support and there will be only big fishes,that they know personally and that are buying tons of btc with them.
Their aim is big client,they are not interested in a person that buys like 2 btc per year(~200$).

And the last one - i understand their risks,but that is their problem,not mine problem,they have started this,so they knew what it would it be,if they want to be sure they can easily check me because they have all my info there.

So after all that can't i say that they are ignoring their customers?

That was all my opinion as a customer,i don't say that they are bad,i just wanted to say there is a problem with their support and that's all.Just do something to eliminate the problem.

go to btcquick

I'll try.Thanks!

[democ]

I have never had a problem with Coinbase.

[steveg]

I have never had a problem with Coinbase.

Ok.Can you try to reach them now?

[democ]

Bitcoin sellers face a lot of fraud, and unfortunately some people get caught in the cross fire. I have always received prompt and helpful support responses from Coinbase, especially for a fast-moving startup. I'm sorry that you can't buy BTC from them, but without fraud prevention methods they will not survive.

[steveg]

Bitcoin sellers face a lot of fraud, and unfortunately some people get caught in the cross fire. I have always received prompt and helpful support responses from Coinbase, especially for a fast-moving startup. I'm sorry that you can't buy BTC from them, but without fraud prevention methods they will not survive.

That's true,but if they have those measures they should develop a good support structure too.

[bayu41]

I have used Coinbase without problems. Their support is excellent IMHO.

I feel sorry for you, but I suggest trying again in a bit.

[steveg]

I have used Coinbase without problems. Their support is excellent IMHO.

I feel sorry for you, but I suggest trying again in a bit.

Thank you for your support!
I'm doing a tweet/email a day

[timmybray]

I already have 3 replies with the same copy-paste answer, though I asked different questions. The problem stays, I can't buy anything from them because of "high risk". I even offered to give them my scanned documents.

[31337157]

"Ignores their customers" is quite strong and misleading, we are talking about a fresh new startup here. They aren't hiring all kinds of managers, they are just a small company that is getting swamped right now. It's going to take some time for them to catch up, especially with all the new changes as of late.

Give the 4 guys a little space and they will happily clear any issues you may have. I know it can be frustrating with all the $$ we all have tied up online, but Coinbase is definitely one to hold their ground and sort things out.

First of all,they are not as new as you say,i don't remember exactly,but i think they are almost a year and imho there was enough time to hire more people,i'm not the only one who uses their service. They're not experiencing "young startup" problems.

The second one is that it's not the first time they don't answer to their customers,you can search both here or reddit ,as example.Both forums are full of that kind of messages. Besides,there was no message that they experience any troubles with answering to messages. So they now that they are having troubles with that and just left that "as is". Trouble=Decision.

The third is that i,as regular customer,used all options to contact them(email,twitter,facebook).There was an answer,but it didn't solve the problem,even made worse,i was angry that received their copypaste message,after i asked not to do so. I think they even don't read the message,just searched some words like "cancelled,high risk" and pasted their favorite answer. They think,that "small" customers will quit their service after all that troubles with their support and there will be only big fishes,that they know personally and that are buying tons of btc with them.
Their aim is big client,they are not interested in a person that buys like 2 btc per year(~200$).

And the last one - i understand their risks,but that is their problem,not mine problem,they have started this,so they knew what it would it be,if they want to be sure they can easily check me because they have all my info there.

So after all that can't i say that they are ignoring their customers?

That was all my opinion as a customer,i don't say that they are bad,i just wanted to say there is a problem with their support and that's all.Just do something to eliminate the problem.

go to btcquick

I'll try.Thanks!

You've got to be kidding me, they are a year old and just recently landed one of their larger funding rounds. They are experiencing EXTREME young startup obstacles. New companies need to make very calculated decisions for growth and Coinbase is in the middle of some big decisions. It's easy for you to sit there and say "oh they should have hired this, oh they should have done that". In the current state of bitcoin growth, it's about community support and working toward an answer. So instead of ranting and raving, a little research may have gone a long way for you. Your problem has been addressed through the Coinbase blog:

http://blog.coinbase.com/post/44046687068/high-risk-transactions

Clearly, this has been happening to many others and is not some sort of method to clear out the "small fish". Now that you are caught up to speed, reach out to them with an approach stating your current problem, how you believe your account could have fallen under one of these accidental blacklists through the algorithm, and how you would like to have it whitelisted.

Done and done! Now that saves a lot of time and headache for everyone. Keep us updated with your progress.