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Its not like they have customer service anyway. If you message them about an issue, good luck getting a response.

rafale 6y ago
Depends on how much volume you trade with them.
MattGaiser 6y ago
Given that tons of tech companies have just given up on customer service, I wonder if they have all done the math and found that customers who need help are just not worth keeping.
- viraptor 6y ago
  They're in a bit different situation. If some SaaS breaks for someone that's one thing worth a few $. Coinbase issues requiring support are in thousands and could be reasonably chased in court. Support is cheaper than lawyers.
  - dangrossman 6y ago
    There was a period in PayPal's early history where there was no support. Nobody checking email, no support tickets, no phone number. They took the phones in their office off the hook after customers start figuring out their numbers. They hired security once customers started showing up in person. This was the period when they were growing exponentially, too fast for their staff to keep up with the support needs, but before their first inbound call center was up and running.
    - ornornor 6y ago
      To be fair, what passes for customer support at PayPal nowadays is a joke. PayPal is far from being the only one but yeah... Still better than “community forums run by volunteers” but not much. I also wonder what drives all these volunteers to answer on the companies community forums. They can’t do much because they have no access to any of the internal systems, they aren’t getting paid... what’s the point? Is the customer service industry so competitive that you need “side projects” there as well in the form of volunteering to be an unpaid CSA?
- ArtTimeInvestor 6y ago
  That implies that customers who do not get support leave. In my experience, the amount of support is not what makes people decide on a service. If they did it right, they A/B-tested different amount of support and optimized for life time value. Or they simply cannot scale up support faster because more lucrative tasks are on the roadmap.
  - arcticbull 6y ago
    That implies that customers who do not get support can leave. My understanding is a lot of them have their money locked up in Coinbase and can’t get it out. Not really sure why anyone would need support from them otherwise. Coinbase is kind of like the money hole at a blackjack table in Vegas. Putting money in to get chips is never really an issue.
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devin 6y ago
I don't really see how having "customer service" is inextricably tied in any way to a physical, permanent company location.
rawtxapp 6y ago
Your mileage may vary, but I always get quick answers and had all my problems solved fairly efficiently. Though I'm not surprised that with 56 million users, there will definitely be people who will receive bad customer service I guess.
KirillPanov 6y ago
Yeah Google is so much better at that...
- encryptluks2 6y ago
  I can get instant support with Google through Google One or my GSuite account.

Depends on how much volume you trade with them.

Given that tons of tech companies have just given up on customer service, I wonder if they have all done the math and found that customers who need help are just not worth keeping.

viraptor 6y ago
They're in a bit different situation. If some SaaS breaks for someone that's one thing worth a few $. Coinbase issues requiring support are in thousands and could be reasonably chased in court. Support is cheaper than lawyers.
- dangrossman 6y ago
  There was a period in PayPal's early history where there was no support. Nobody checking email, no support tickets, no phone number. They took the phones in their office off the hook after customers start figuring out their numbers. They hired security once customers started showing up in person. This was the period when they were growing exponentially, too fast for their staff to keep up with the support needs, but before their first inbound call center was up and running.
  - ornornor 6y ago
    To be fair, what passes for customer support at PayPal nowadays is a joke. PayPal is far from being the only one but yeah... Still better than “community forums run by volunteers” but not much. I also wonder what drives all these volunteers to answer on the companies community forums. They can’t do much because they have no access to any of the internal systems, they aren’t getting paid... what’s the point? Is the customer service industry so competitive that you need “side projects” there as well in the form of volunteering to be an unpaid CSA?
ArtTimeInvestor 6y ago
That implies that customers who do not get support leave. In my experience, the amount of support is not what makes people decide on a service. If they did it right, they A/B-tested different amount of support and optimized for life time value. Or they simply cannot scale up support faster because more lucrative tasks are on the roadmap.
- arcticbull 6y ago
  That implies that customers who do not get support can leave. My understanding is a lot of them have their money locked up in Coinbase and can’t get it out. Not really sure why anyone would need support from them otherwise. Coinbase is kind of like the money hole at a blackjack table in Vegas. Putting money in to get chips is never really an issue.

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devin 6y ago

I don't really see how having "customer service" is inextricably tied in any way to a physical, permanent company location.

rawtxapp 6y ago

Your mileage may vary, but I always get quick answers and had all my problems solved fairly efficiently. Though I'm not surprised that with 56 million users, there will definitely be people who will receive bad customer service I guess.

KirillPanov 6y ago

Yeah Google is so much better at that...

encryptluks2 6y ago
I can get instant support with Google through Google One or my GSuite account.