Re: Official Newbie BitInstant Support Thread (Active Customer Support)
I was hoping to do more business with bitinstant today but with them being anything but "instant" I might have to re-think my bitcoin buying strategy as BTC are too volatile to wait so long for an order to process. I can't see how a business can be ran like this with so many continued complaints and orders that take weeks to get processed. 
By your own admission you are not giving us the correct order info to look at when solving your issue. We could easily speed up your resolution process had you provided the correct info.
Well I sent an email to support and still nothing. I was told I had my coins and that was it. Can/will you help me with this?
The info once again:
This is the one that was NOT paid in which earlier I said it was-
Account #196771836 for $503.95 Supposed to be a vouchX
Account #398616557 for $503.95 This one has been paid.
Yes I may have give wrong information in trying to get help, but a system that is supposed to work in minutes failed to work at all as I paid for my order and still have not received my vouchx code. Does there always need to be a support intervention when buying a vouchx code?
You've stated yourself that you submitted the order info for your successful order so this makes sense. Please submit the order info for the failed order to bitinstant.com/contact
Thanks.
I did that last night once I realized the error. I am passed the 12 hour mark from sending this in to support.
I would suggest you log the issue that failed rather then the order which was successful. 12 hours is not a long time to spend in the support queue. Issues take time to resolve. Thanks for your patience.
I did log the failed order with support last night once I realized the error in reporting the issue to begin with. Yes 12 hours might not be a long time in the support que but here were are 24 hours after my deposit. I understand that I made helping me with the ill fated order difficult by giving the wrong order number. But this transaction should not have needed support to begin with if you guys were on your game.
This is from the email you sent me from support:
Please understand that increased volume, both on our site and on our partner exchanges, will influence the amount of time that it takes to complete your order. But please rest assured, your funds are safe and will be queued and processed securely. You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.
Well here we are 24 hours after my deposit time. Please escalate this issue for immediate attention like you promise all of your customers..
You've already mentioned that it's been 12 hours since you logged the correct issue which failed. Regardless, not all issues are resolved in 24 hours. Thanks for your patience.
Instead of the vouchX code could I get the BTC to email instead if it would help speed up the support?
Adding any additional instructions to your support request will only delay the process. Thanks.
Any idea on an ETA on when you can clear this up. After this experience I am not sure that I will be using bitinstant again. I needed the funds by now not tomorrow or next week. You can say what you will about my error in reporting the issue but there should not have been any issues to begin with. I had even emailed bitinstant before making the order to make sure you guys weren't having any issues on your end processing orders. Seth responded and told me I should be good to go. Well what happened?
?Your are in the Coinapult issue queue and they are working on your problem. Thanks for your patience.