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Is stuff like this still an issue? https://news.ycombinator.com/item?id=16261136 https://news.ycombinator.com/item?id=16261136 https://news.ycombinator.com/it

Is stuff like this still an issue? https://news.ycombinator.com/item?id=16261136 https://news.ycombinator.com/item?id=16261136 https://news.ycombinator.com/item?id=16106793 https://news.ycombinator.com/item?id=16106793 Seems wrong to invest in companies and not serve your own customers first. That should be the absolute priority. You're basically investing their money. Many unhappy customers: https://www.reddit.com/r/CoinBase/ https://www.reddit.com/r/CoinBase/ Why don't you "create customer value" by doing right by your customers?

blazamos 9y ago
Coinbase employee here We’ve significantly scaled our support organization over the last few months. Most customers are getting a first response in a few hours now.
- aaron-lebo 9y ago
  Are these oddball cases? https://www.reddit.com/r/CoinBase/comments/8a0857/transferred_some_money_in_december_still_awaiting/ https://www.reddit.com/r/CoinBase/comments/8a0857/transferre... https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_movement_no_contact_no_resolution_for/ https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_m... https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_have_a_ticket_open_with_coinbase_support/ https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_hav... https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_bitcoin_transaction_frozen_over_4_months/ https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_b... https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_to_lost_access_to_vault_due_to_the/ https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_t... Those are all within the last day (months of no resolution).
  - morogop 9y ago
    Good luck. Making valid and honest criticisms of high value YC companies is a great way to get banned from this joint.
- ilovecars2 9y ago
  While Coinbase might have scaled their support, it’s also important to highlight than the number of tickets received in the first 3 months of 2018 is nothing compared to that of the end of 2017 (the Bitcoin network fee crisis). Given the size of the support team now, would Coinbase still get backlogged if we were to have a repeat of that time?
  - uncletammy 9y ago
    > ... if we were to have a repeat of that time It's a question of when. Not if.
- colept 9y ago
  Bragging about first response metrics is a little disingenuous when most of those are automated replies. To answer the question, support is still a disaster and why I left Coinbase last month.
  - eterm 9y ago
    Yes, the 95th %-ile of time-to-resolution would be a far better metric, although you would need to correct for the fact that open unresolved cases are right-censored.
  - fapjacks 9y ago
    Yeah, I got a first response within a few hours...... To a message about a critical accounting error Coinbase reported to the IRS. I sent the message in early March and -- perhaps unsurprisingly -- I haven't heard back since. It's cool, though. It's not like all of this paperwork is due like, in less than two weeks or anything.
  - jdamon96 9y ago
    as an employee or customer?
- geobmx540 9y ago
  Going on like 8 months, no resolution. In January, I did receive an acknowledgement there was nothing further for me to do and it was on them. Pinged last week.
ryanwaggoner 9y ago
You can only grow an organization so fast, and it's unlikely that money is the bottleneck for Coinbase's scaling challenges. Throwing money at problems only helps so much. So if they're growing as fast as they can to handle demand and take care of their customers, but they still have a huge (growing) pile of cash, why not put a few people on a team to look for places to invest that cash where it'll get a return and help the ecosystem that your company is built on?

blazamos 9y ago

Coinbase employee here We’ve significantly scaled our support organization over the last few months. Most customers are getting a first response in a few hours now.

aaron-lebo 9y ago
Are these oddball cases? https://www.reddit.com/r/CoinBase/comments/8a0857/transferred_some_money_in_december_still_awaiting/ https://www.reddit.com/r/CoinBase/comments/8a0857/transferre... https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_movement_no_contact_no_resolution_for/ https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_m... https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_have_a_ticket_open_with_coinbase_support/ https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_hav... https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_bitcoin_transaction_frozen_over_4_months/ https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_b... https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_to_lost_access_to_vault_due_to_the/ https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_t... Those are all within the last day (months of no resolution).
- morogop 9y ago
  Good luck. Making valid and honest criticisms of high value YC companies is a great way to get banned from this joint.
ilovecars2 9y ago
While Coinbase might have scaled their support, it’s also important to highlight than the number of tickets received in the first 3 months of 2018 is nothing compared to that of the end of 2017 (the Bitcoin network fee crisis). Given the size of the support team now, would Coinbase still get backlogged if we were to have a repeat of that time?
- uncletammy 9y ago
  > ... if we were to have a repeat of that time It's a question of when. Not if.
colept 9y ago
Bragging about first response metrics is a little disingenuous when most of those are automated replies. To answer the question, support is still a disaster and why I left Coinbase last month.
- eterm 9y ago
  Yes, the 95th %-ile of time-to-resolution would be a far better metric, although you would need to correct for the fact that open unresolved cases are right-censored.
- fapjacks 9y ago
  Yeah, I got a first response within a few hours...... To a message about a critical accounting error Coinbase reported to the IRS. I sent the message in early March and -- perhaps unsurprisingly -- I haven't heard back since. It's cool, though. It's not like all of this paperwork is due like, in less than two weeks or anything.
- jdamon96 9y ago
  as an employee or customer?
geobmx540 9y ago
Going on like 8 months, no resolution. In January, I did receive an acknowledgement there was nothing further for me to do and it was on them. Pinged last week.

ryanwaggoner 9y ago

You can only grow an organization so fast, and it's unlikely that money is the bottleneck for Coinbase's scaling challenges. Throwing money at problems only helps so much. So if they're growing as fast as they can to handle demand and take care of their customers, but they still have a huge (growing) pile of cash, why not put a few people on a team to look for places to invest that cash where it'll get a return and help the ecosystem that your company is built on?