4 ms·

While coinbase & BTC seems to be doing well, I've anecdotally seen a bunch of people who can't get a response from coinbase support over long periods of time. D

by rexf 9y ago

While coinbase & BTC seems to be doing well, I've anecdotally seen a bunch of people who can't get a response from coinbase support over long periods of time. Doesn't make relying on coinbase seem like a good idea.

TAForObvReasons 9y ago
Other stories: - https://news.ycombinator.com/item?id=6933360 https://news.ycombinator.com/item?id=6933360 - https://news.ycombinator.com/item?id=5427985 https://news.ycombinator.com/item?id=5427985 4 years ago they had a problem with customer service and the situation does not appear to have improved: > When it takes a public outcry on HN for a company to do their job, I no longer deal with such a company. Simple as that. I don't care if you raised $25 million - if you can't treat your users fairly, you deserve neither.
- TeMPOraL 9y ago
  >> When it takes a public outcry on HN for a company to do their job, I no longer deal with such a company. Simple as that. I don't care if you raised $25 million - if you can't treat your users fairly, you deserve neither. I wonder if that applies to Google too, the most famous company for which you need to get on the HN frontpage to actually reach someone there.
  - deleted 9y ago
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- Cthulhu_ 9y ago
  How do you do customer service when you get 100K new users / day though?
  - deleted 9y ago
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  - pferde 9y ago
    That's easy - you outsource it to cheapest provider you can find, preferably to the other side of the planet.
  - PeterisP 9y ago
    You charge the customers sufficiently so that you can (and do) hire a customer service person for each X new customers.
    - jonwachob91 9y ago
      ... There is a lag between signing new customers and hiring competent customer service employees + training them. Just saying.
    - simonebrunozzi 9y ago
      That's not what their VCs want them to do, unfortunately.
mrb 9y ago
Coinbase is simply suffering from insane growth pains. I mean, come on, they are adding half a million new users per week! Of course support isn't going to be very responsive.
- deleted 9y ago
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- snarfybarfy 9y ago
  Funny how they are coping with signing up users just fine. Takes about 5 mins for somebody to check your ID and create an account. Support however seems not to be a priority to them.
  - ThomPete 9y ago
    Don't you think that part is automated?
    - ckastner 9y ago
      How can you automate the checking of an ID?
      - mrb 9y ago
        Third party identity verification services use OCR and machine learning on scanned ID documents. 99% get an automatic Green flag. Only ~1% are manually reviewed.
        ckastner 9y ago
        Interesting. I'd assume that these methods are probably more effective than a manual review by your average person anyway, but there are certain areas where I would expect automation to be at least frowned upon.
cbstory 9y ago
My experience with coinbase was terrible. I bought roughly 10k of eth this past summer. Eventuslly I was up 5000 I decided to sell 10k so I could let the rest freeride. When I went to sell coinbase told me they couldn't validate my identity and wouldn't let me sell. Which is ridiculous. They had no problem taking 10k from me, but not the other way around? At the very least they should have put some info somewhere telling me that before I bought any. Nothing I did worked. It just kept telling me it couldn't validate and to try again in 24hr. I contacted support and eventually got a boiler plate email. Eventually I opened a new account on another exchange, sent my eth there and sold it for btc which I sold for usd on localbtc. Ended up a 2000 dollar loss because this whole process took like a week or so during which eth kept dropping. My advice to anyone using cb would be to have a local wallet and working accounts on multiple exchanges. If I had done that I would have been okay. However I still think that if my identity was no sufficiently validated to sell, they should have told me before I went to sell.

by rexf 9y ago

TAForObvReasons 9y ago

Other stories: - https://news.ycombinator.com/item?id=6933360 https://news.ycombinator.com/item?id=6933360 - https://news.ycombinator.com/item?id=5427985 https://news.ycombinator.com/item?id=5427985 4 years ago they had a problem with customer service and the situation does not appear to have improved: > When it takes a public outcry on HN for a company to do their job, I no longer deal with such a company. Simple as that. I don't care if you raised $25 million - if you can't treat your users fairly, you deserve neither.

TeMPOraL 9y ago
>> When it takes a public outcry on HN for a company to do their job, I no longer deal with such a company. Simple as that. I don't care if you raised $25 million - if you can't treat your users fairly, you deserve neither. I wonder if that applies to Google too, the most famous company for which you need to get on the HN frontpage to actually reach someone there.
- deleted 9y ago
  [deleted]
Cthulhu_ 9y ago
How do you do customer service when you get 100K new users / day though?
- deleted 9y ago
  [deleted]
- pferde 9y ago
  That's easy - you outsource it to cheapest provider you can find, preferably to the other side of the planet.
- PeterisP 9y ago
  You charge the customers sufficiently so that you can (and do) hire a customer service person for each X new customers.
  - jonwachob91 9y ago
    ... There is a lag between signing new customers and hiring competent customer service employees + training them. Just saying.
  - simonebrunozzi 9y ago
    That's not what their VCs want them to do, unfortunately.

mrb 9y ago

Coinbase is simply suffering from insane growth pains. I mean, come on, they are adding half a million new users per week! Of course support isn't going to be very responsive.

deleted 9y ago
[deleted]
deleted 9y ago
[deleted]
snarfybarfy 9y ago
Funny how they are coping with signing up users just fine. Takes about 5 mins for somebody to check your ID and create an account. Support however seems not to be a priority to them.
- ThomPete 9y ago
  Don't you think that part is automated?
  - ckastner 9y ago
    How can you automate the checking of an ID?
    - mrb 9y ago
      Third party identity verification services use OCR and machine learning on scanned ID documents. 99% get an automatic Green flag. Only ~1% are manually reviewed.
      - ckastner 9y ago
        Interesting. I'd assume that these methods are probably more effective than a manual review by your average person anyway, but there are certain areas where I would expect automation to be at least frowned upon.

cbstory 9y ago

My experience with coinbase was terrible. I bought roughly 10k of eth this past summer. Eventuslly I was up 5000 I decided to sell 10k so I could let the rest freeride. When I went to sell coinbase told me they couldn't validate my identity and wouldn't let me sell. Which is ridiculous. They had no problem taking 10k from me, but not the other way around? At the very least they should have put some info somewhere telling me that before I bought any. Nothing I did worked. It just kept telling me it couldn't validate and to try again in 24hr. I contacted support and eventually got a boiler plate email. Eventually I opened a new account on another exchange, sent my eth there and sold it for btc which I sold for usd on localbtc. Ended up a 2000 dollar loss because this whole process took like a week or so during which eth kept dropping. My advice to anyone using cb would be to have a local wallet and working accounts on multiple exchanges. If I had done that I would have been okay. However I still think that if my identity was no sufficiently validated to sell, they should have told me before I went to sell.