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Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

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Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#81

Post by mcherm »

aurelius12 wrote: post #50
mv4 wrote: post #6

It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction. Thousands are having the same issue (lack of support), based on Twitter alone. Tweeting at the CEO is useless, unless you're someone famous. The really sad part - with the amount of money they are making ($1B/yr), they should be able to handle support. It's only several categories (acco…

They're in the process of ramping up pretty seriously I think. http://fortune.com/2018/01/22/coinbase-tina-bhatnager-twitte...

"Ramping up" explains many days of delays. It does not explain many MONTHS of delays.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#82

Post by ben174 »

mv4 wrote: post #6

It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction. Thousands are having the same issue (lack of support), based on Twitter alone. Tweeting at the CEO is useless, unless you're someone famous. The really sad part - with the amount of money they are making ($1B/yr), they should be able to handle support. It's only several categories (acco…

They are going to lose their reign if this keeps up. Seems like it's time for them to shift focus.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#83

Post by TAForObvReasons »

mirimir wrote: post #78
benbreen wrote: post #66

Ok, an update, since I can't edit the original anymore. "Kyle" at Coinbase reached out to me via email: "I’m so sorry for the delay in our response. We were able to clear your account." I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News... anyway, I'm glad it was finally resolved. Thanks HN.

Wow. After five months of brush-off, two hours on HN resolved the issue. That's insane. I guess that Coinbase folk must read HN.

Coinbase is a YC company and HN is a YC site, so it really isn't surprising.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#84

Post by tyingq »

karmapolic wrote: post #64
mv4 wrote: post #6

It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction. Thousands are having the same issue (lack of support), based on Twitter alone. Tweeting at the CEO is useless, unless you're someone famous. The really sad part - with the amount of money they are making ($1B/yr), they should be able to handle support. It's only several categories (acco…

get a linkedin premium for trial and inmail one of the top level executives.

Public humiliation trumps private escalation.

There's really no excuse for a 5 month old customer facing ticket with real notable amounts of money involved. I'd be sorely embarrassed, and it appears they are.

At the very least they need a sensible way to separate issues involving real money to be in a different priority bucket with actual escalation.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#85

Post by mirimir »

TAForObvReasons wrote: post #83
mirimir wrote: post #78

Earlier quoted context omitted.

Wow. After five months of brush-off, two hours on HN resolved the issue. That's insane. I guess that Coinbase folk must read HN.

Coinbase is a YC company and HN is a YC site, so it really isn't surprising.

Ah, makes sense.

But damn, one would think that there's a ticket-age view somewhere in the triage process. I wonder whether five months isn't that unusual.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#86

Post by [deleted] »

benbreen wrote: post #19
meritt wrote: post #17

Since they are ignoring your online requests, have you considered simply visiting them in person? I understand that's not an option for many people but your profile indicates you're geographically close. Bring a lawyer for good measure.

I thought about this but decided it could be construed as creepy, or even harassment. I have to imagine that there are some crazy people out there who are mad at Coinbase and it could be taken the wrong way. I have tried to be as polite and understanding as possible and not get mad throughout this whole process - even when the customer service rep I waited two hours to talk to told me that the mere act of replying to…

[deleted]

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#87

Post by koolba »

WisNorCan wrote: post #71
benbreen wrote: post #66

Ok, an update, since I can't edit the original anymore. "Kyle" at Coinbase reached out to me via email: "I’m so sorry for the delay in our response. We were able to clear your account." I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News... anyway, I'm glad it was finally resolved. Thanks HN.

Social media shaming, unfortunately, seems to be the fast lane to escalated customer support. Good to know for other Coinbase customers.

> Social media shaming, unfortunately, seems to be the fast lane to escalated customer support.

More and more it’s the only lane.

> Good to know for other Coinbase customers.

Public shaming on a tech forum or social media should never be a viable channel for consumer support. It’s a symptom of the breakdown of all other channels.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#89

Post by justboxing »

benbreen wrote: post #66

Ok, an update, since I can't edit the original anymore. "Kyle" at Coinbase reached out to me via email: "I’m so sorry for the delay in our response. We were able to clear your account." I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News... anyway, I'm glad it was finally resolved. Thanks HN.

> I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News

It has everything to do with this. Glad your issue was resolved, cos I was going to suggest you post on r/cryptocurrency and r/coinbase on etc reddit.com

That's the place to post your issues on. All the major exchanges like Kraken, Bitstamp, GDAX (Coinbase) magically respond and sort the issue out once the post hits the main page.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#90

Post by aroman »

justboxing wrote: post #89
benbreen wrote: post #66

Ok, an update, since I can't edit the original anymore. "Kyle" at Coinbase reached out to me via email: "I’m so sorry for the delay in our response. We were able to clear your account." I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News... anyway, I'm glad it was finally resolved. Thanks HN.

> I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News It has everything to do with this. Glad your issue was resolved, cos I was going to suggest you post on r/cryptocurrency and r/coinbase on etc reddit.com That's the place to post your issues on. All the major exchanges like Kraken, Bitstamp, GDAX (Coinbase) magically respond and sort the issue out once the post…

I think you missed the sarcasm :)
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