Quote from: Bjork on April 17, 2013, 11:38:52 PM

Look, I know I'm being a dick and I've been a dick recently. But I was nice at first and have been treated like shit by your company. I'm FED UP!!!!!!!

Since we have a dissatisfied customer in this thread, and URSAY is here claiming to help, it would be interesting if the affected customer briefly could outline what he was trying to do.

Ie. money paid from where, supposed to go to where in which form, and how long it is since it was initiated, and when he's been in contact with support and what response he has received.

Likewise it would be interesting to hear from URSAY the response as to why there's been a delay in this particular case, given that URSAY can confirm that it is a legitimate case, I guess he can confirm that by looking up the appropriate Order-ID, also the customer could give proof by showing receipts of some sorts, but that should really not be necessary if he has a valid Order-ID and can confirm that.

Also, if there are cases were a payment is not processed, it's not good enough to state that this has been escalated. It actually needs to be solved, and if it's not solved in 24 hours, the customer should get an automatic note telling him that it's being worked on and is assigned to [employee name], also if there's a holdup, this should be communicated directly to the customer or on the Bitinstant webpage, preferrably both, so if they lack funds on say BTC-E.COM, they should say that all orders pending to fund BTC-E.COM has to wait as much as 3 business days before it will be credited because of lack of funds on that site. This was just an example.

I think the support representatives should have access to the monetary tools to finalize cases on a come-as-is basis. If it's only Charlie that has super-access to everything, I'm afraid that cases will be delayed and even forgotten. Trust needs to be distributed to support employees in the Bitinstant business, escalating a case is simply not enough. Cases must be solved promptly, and if they cannot be solved promptly, the customer needs to get a message as to why this cannot happen.

Immediately upon getting an Order-ID, the customer representative for BitInstant should be able to check the status, and then give feedback to the customer immediately.

For example: We have sent funds to our bitstamp account today, and as soon as it arrives, we will credit your account. We estimate this to happen within 72 hours, and of course the quote you got with us (if applicable) will be honoured.

For example 2: I cannot find your order in the system, it appears to be a problem with our technical routines, it can however be fixed manually, and therefore I have forwarded your case to [insert name] who has the technical ability and permissions to solve the case, and we expect the case to be solved within 48 hours. Please do not inquiry further about the case until that time has elapsed and the quite we gave you will be applicable.

Simply giving a response: "Case has been escalated", leaves the customer in the blue, and he does not know if he should expect a resolution in 4 hours or 4 days.

Also this is damaging your reputation, as we may start to believe that you're not honouring some orders. Which may happen if you stall orders, then some customers may simply just give up. If this is the case, it really is very very bad. I hope it is not the case. But it seems like you need to restructure your current business, or limit the amount of customers that you take on, until the backlog is cleared. I would think most customers would accept the fact that your daily limit has been reached and that you can't take more customers that day. It is better to have 'sorry we don't accept more customers at this poing, try again in 24 hours', than to be accepted and having funds sent in limbo.

Also, it should be quite possible to program the system such as that you don't run out of funds for particular exchanges. If you accept orders 300% larger than the current funds you have in an exchange, you set yourself up for failure. Now, if you accepted 110% or 120%, that would be another thing, as I am sure some of the customers doesn't go through with their orders.

Now - I do not have intimate knowledge about your operations, but I have a very strong sense for logical things, and a good sense as to how to organize stuff. And at the moment, it's quite obvious that your system is not working well, hence all the angry customers.