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Re: Official Newbie BitInstant Support Thread (Active Customer Support)
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URSAY
on 16/04/2013, 16:02:13 UTC
Quote from: andrewb on April 16, 2013, 03:57:42 PM
Quote from: URSAY on April 16, 2013, 03:52:37 PM
Quote from: andrewb on April 16, 2013, 03:42:38 PM
Quote from: URSAY on April 16, 2013, 03:26:07 PM
Quote from: andrewb on April 16, 2013, 03:03:45 PM
Quote from: URSAY on April 16, 2013, 02:44:55 PM
Quote from: andrewb on April 16, 2013, 02:39:04 PM
Quote from: URSAY on April 16, 2013, 02:30:30 PM
Quote from: andrewb on April 16, 2013, 02:27:56 PM
Quote from: URSAY on April 16, 2013, 02:22:30 PM
Quote from: andrewb on April 16, 2013, 12:29:35 PM
Quote from: URSAY on April 15, 2013, 03:05:27 PM
Quote from: andrewb on April 15, 2013, 02:59:37 PM
Quote from: URSAY on April 15, 2013, 02:52:44 PM
Quote from: andrewb on April 15, 2013, 02:45:37 PM
Quote from: URSAY on April 15, 2013, 02:37:20 PM
Quote from: andrewb on April 15, 2013, 02:30:31 PM
Quote from: URSAY on April 15, 2013, 02:07:01 PM
Quote from: FYourself on April 15, 2013, 04:25:30 AM
URSAY, have those Gox codes begun to go out yet?
Are they going out in order of when the order was placed?


Please identify yourself by email as that's how we have logged these issues.  I can let you know your status once you provide this info.

Hello URSAY, I never received an email regarding this (requesting my Mt. Gox. account info). I never logged my issue on https://www.bitinstant.com/contact but I was on the 4/6 list AND you confirmed I was on the Mt. Gox coupon code list yesterday, please advise.

email?

either andrewb123456789@gmail.com or redacted@gmail.com; I have given you both at some point not sure which one is on your list you not specify when I asked. Thank you.

I am showing we pushed your order last night.  Have you tried checking your Gox acct. for funds?

I just checked my Mt. Gox account and I am showing 0 BTC and 0 USD still.

Can you confirm what email was on the list so I can reference that for future reference.

Thank you.

Please allow 24 hours for your deposit to make it thru the queue.  Thanks.  Smiley



Hello URSAY, it has been over 24 hours and I still have nothing in my Mt. Gox account, can you please check the status of this. I would love to get my money ASAP as BTC price approaches a low. Thanks

It really helps me when you provide order info.  Smiley

Okay:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
FundsSent: $480.05 USD

email address on your Mt Gox coupon list: andrewbritt@gmail.com

Price execution issue?

No, as you will see in the quoted thread, I have yet to receive any money at all; I am still waiting on 480 USD to hit my Mt. Gox account. You said my order was 'pushed' Sunday night and it may take 24 hours, but it has been 24+ hours since then, and nearly 300 hours total. Thank you.

I am showing that your coupon was redeemed.  Did you not redeem it?

Well, that must have happened when it was inadvertently posted in public (which has been a known issue with this case from day one). This is the first indication I've gotten that the code may have in fact worked originally.

You have assured us that those of us in said situation will be taken care of, see this post here:

https://bitcointalk.org/index.php?topic=128314.msg1749530#msg1749530

Thank you.

These types of issues take an extra amount of time to resolve.  I will make a note that you posted your coupon in public and it was redeemed by someone.  Hopefully we can help reverse this.  Smiley

I understand it takes time to figure out what happened with the intial code, etc., but I would really appreciate a new code that works while you do whatever you have to do on the back end. I've already missed the opportunity to sell my BTC at a very high price, and I am also now missing a low BTC price. Time is of the essence here (and has been for the last 12 days....) and the name of your company is bitINSTANT. I have been EXCEEDINGLY patient, please help get this resolved sooner rather than later. Thank you.

Also, there should absolutely not be any 'HOPEFULLY' involved here, you have already assured me I will be taken care of, it should just be a matter of time, and hopefully not much more of it.

I'm sorry but I am only a CS rep and I have no direct access to any funds.  Sad

I understand and I realize you have no direct power over this, but it is not acceptable for BitInstant's processes to not provide for a solution such as this, as opposed to just keeping me in limbo when what you are doing on your back end will not effect me either way -- I am owed 480 dollars -- which you have assured me BitInstant will honor given this EXACT situation -- regardless of whatever else happens with your investigation. Thank you and I appreciate your help with this.

I would agree that this is not completely acceptable but I would like to assure you that we are doing our best to clean up all support issues.  We hope to have ALL support reps on the same software solution sometime this week which will help clean up some of the unresolved issues and better organize ALL issues so we can communicate with you better.