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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?

#151

Post by dingo_bat »

yeukhon wrote: post #111
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…

$1B? That’s insane. I know I know the transaction fee... but wow. So many startups like Dropbox can’t even make $1B for a long time until recently.

Money laundering ain't no joke!

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

#152

Post by gkgicccj »

yeukhon wrote: post #114

Out of the many startups out there, GitHub support is so far the best. Tickets in, within a day (usually 1-3 hours) someone will respond. My questions are usually very general so getting a response in an hour or so is ridiculous for me. Sometimes in just 30 mins. Response is friendly and professiobal. No BS.

> out of the many

How many are you talking about, assuming personally tried? Which are these?

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

#153

Post by gkgicccj »

artur_makly wrote: post #93

IF 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

Coin base if you're reading this I'm waiting for you to reply here unless you want me to go to another exchange. I'm going to be buying some stuff soon.

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

#154

Post by dawhizkid »

zitterbewegung wrote: post #135
dawhizkid wrote: post #105

Earlier quoted context omitted.

Social media shaming as a service seems like it could be a big and profitable business to be very honest.

Twitter and HN already serve this purpose. I have used both to do the same exact thing as the author has done here. I actually think that it is part of HN's purpose.

HN is not the masses. The whole point is there's potential to scale the very sort of company shaming that works really well for a niche group of tech workers on HN to everyone.

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

#155

Post by eksemplar »

thrownaway954 wrote: post #106
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.

Sorry you had to go through this. It's pathetic that nowadays the only way to get the attention of a company is to shame them in a public forum. While I'm not a big social media fan myself, I'm glad it's there when we need it to call out people and companies like this. This is the only reason that "Kyle" reached out to you, not because they care about you as a customer. It's a shame really.

I think they may have lost that battle too. I mean, I’ve read a story like this every week since December on various Cryptocurrency subreddits. Maybe it’s just me, but I know I won’t be using Coinbase ever again, and with Robin Hood going into crypto, the criminal behavior at Coinbase is probably going to cost them.

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

#157

Post by benbreen »

hw wrote: post #150
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.

It's disappointing when a company that's as well funded and big as Coinbase leaves customers hanging. I'm a co-founder at a customer conversations management and helpdesk platform - Re:amaze, and we answer _every_ single customer question and conversation on email, social and on our site that come our way. Every single one. Any that we can't answer right away we let them know we're working on it and set a reminder to…

I know, I started looking at the Coinbase subreddit for the first time last week and was just shocked. On "new" right now there are people who have waited for 4 months with no response, people with well over 10k locked up for over a month, people suffering from anxiety as a result of this company. Almost all of them have no responses beyond the automated message from a bot.

I sometimes stick up for giant tech companies when people I know (usually academics) talk about how they're inhumane or evil. I tend to think that people on the whole mean well, and that, since these companies are, after all, composed of people who generally mean well, we should give them the benefit of the doubt. The principle of charity and all that.

But Coinbase really does seem to be the rotten apple in the barrel. They are hands down the most inhumane company I've ever interacted with. I came away from this whole thing feeling scared about a future in which this type of behavior by corporations is the norm - I keep thinking about Snowcrash or that scene in Elysium where Matt Damon is getting shocked by the police robot!

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

#158

Post by fjsolwmv »

SheinhardtWigCo wrote: post #147
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.

Threatening to contact the CFPB and FTC works too (speaking from experience)

The current President is closing down CFPB projects, to protect the free market.

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

#159

Post by fjsolwmv »

simonebrunozzi wrote: post #145
GoRudy wrote: post #101

Earlier quoted context omitted.

After waiting to hear Coinbase since May / June and missing the Ethereum run up 4x i'll just go to Robinhood now.

As many will. Which might mean that Robinhood might end up having a worse customer support than Coinbase :(

Why do people keep saying "bad customer support" as a euphemism for wire fraud?

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

#160

Post by fjsolwmv »

iguana wrote: post #140

I'm in the same boat. At this point, "growing pains" is not a legitimate excuse for this level of incompetence. I (wrongly) assumed that since Coinbase is based in SF and funded by YC, that they would not be able to get away with this level of negligence. This reflects very poorly on YC and specifically YC leadership. Serious question for YC insiders: has YC leadership made any effort to advise Brian on this, and how…

YC is a VC firm. Why would they care about anything but ROI?
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