I really wish YC had some conditions for helping startups, one of the conditions being "you must offer stellar customer service."
Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
91–100 of 191 posts
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#92Earlier quoted context omitted.
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.
Yepp. The troubling time is ahead of us, as many times I already see moderators are deleting very interesting technology-related articles and news and most of the time, God only knows why.
Its sooner or later posts like OP will be instantaneously deleted not to create too much shaming.
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#93IF Coinbase support is reading this - It's been 3 months since my ID validation issue has been submitted.
Please respond with a human: Case #3462400
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#94Earlier quoted context omitted.
Lol...they parsed your first name as "Cunt"? That's worth teasing here...you'll get more interest in clicking through to your blog post.
My real name is Clinton, so they sorta got it.... Still trying to figure out if its an OCR process, or some human did it. Thought for a while I might have an enemy working there ;) And its really rather hilarious. All of this ID verification stuff is needed for DHS regulations to prevent money laundering and terrorism.
its actually for anti-fraud
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#95Earlier quoted context omitted.
Lol...they parsed your first name as "Cunt"? That's worth teasing here...you'll get more interest in clicking through to your blog post.
My real name is Clinton, so they sorta got it.... Still trying to figure out if its an OCR process, or some human did it. Thought for a while I might have an enemy working there ;) And its really rather hilarious. All of this ID verification stuff is needed for DHS regulations to prevent money laundering and terrorism.
a) probably a human
b) probably someone that hates HRC.
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#96this has been my experience as well!
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#97Ok, 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 complete scum, not surprising.
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#98Earlier quoted context omitted.
You're being taken for a ride. This company's entire business model is predicated upon holding your money as long as physically possible. They have zero incentive to help you, and there is pretty much zero legal recourse beyond small claims court. I would be standing in their stupid shiny SOMA lobby harassing every single employee I could find until someone got off their ass and made the two keystrokes it takes to fi…
I mean, I kind of agree with you, but honestly, would you really want to be the crazy guy yelling in a lobby? Or the employee getting yelled at for something you didn't do? I'm not a confrontational or angry person and would far prefer someone who reads this and works for Coinbase to just reach out to me and make it right. Then again, if another month goes by with no action, I really might end up being the guy marchi…
Take a lawyer with you. Mutter "intentional infliction of emotional distress" and a few other phrases s/he may give you.
To me, it sounds like you're treating Coinbase as a friend who's hit a tough patch, rather than as a business.
Requiring them to perform as a business does not make you "the crazy guy yelling in a lobby". It makes you a customer.
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#99It'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…
Bot support sucks. Revolut is a case study in this #fail. Make things clear and idiot proof is a better path to avoiding time answering simple questions. I missed the days of some human on the end of a mechanical turk task copy and pasting some loosely related canned answer when with dealing with bots.
With Revolut at least you can just pay for better support; with most services you cannot.
Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?
#100Earlier quoted context omitted.
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.
Just give a shit about all inquiries, or pack it in.
My time should now be deprioritized?