Quote from: Dargo on February 03, 2014, 08:26:35 PM

Quote from: mctinus on February 03, 2014, 06:52:02 PM

Quote from: toruk on February 02, 2014, 12:16:40 PM

Something is seriously broken with BTC deposits on Kraken. Yesterday I was given BTC deposit address, which is not unique as I realized later after sending BTC to this address and wondering why it is not showing up in my kraken account - in blockchain, there are 183 transactions depositing to this address and current balance of this address is over 600 BTC. This is some serious bug as I don't understand how would kraken understand which deposit was mine (thanks god only little over 0.5BTC), because deposit addresses must be always unique (or reused in some safe way). This wrong deposit address is still showed in my account under deposit BTC address with status "expires in 5 days". I've create support tiket for this issue under my public account id "AA70 N84G UGR4 I6QA".

Is anybody competent able to comment how will kraken solve this issue?

It is seriously broken. I've created a support ticket for this issue too (filled in my username "mctinus" in the public account id field instead of my "AA24 N84G BWTX E7OY"). What really worries me is the fact that the faulty Bitcoin funding/deposit address is still showing! Probably for other users too. So people unaware of this problem will deposit money to a faulty address. It's 48 hours after submitting my support ticket. I'd expect some reaction by now or at least blocking of the faulty address. But I've had no reaction from Kraken!

Everyone affected by this issue should do as you've done - create a support ticket about it. Support is limited over the weekend, but we'll be replying to these tickets today and tomorrow. I agree it's better to remove the address, and I'm recommending we do this, but it has stayed up for a bit because others on the team thought it might create anxiety for users if the address just disappeared. Nobody has made further deposits to the address, so it hasn't been an issue so far.

The bug that caused this has been fixed now, so the only issue left is returning funds. We estimate that we can credit everyone for their deposit within 1-2 weeks. But as I said please create a ticket about it.

Hello Kraken - Team,
(A few suggestions)

Kraken is around now for a couple of months, and you provide for my taste ( and I guess I speak for many others ) the best bitcoin trading platform available. Kudos for that.
However, your customer support sucks ( really !) I guess you have heard that before.

I've been talking to a few members of Kraken, and the majority of them had no idea about this thread here.
Somehow they did expect that someone of the Kraken team would reply to their emails / support tickets faster,
and when I told them, Kraken does talk to members on bitcointalk.org, they were kinda surprised.

I suggest:
- You (kraken) find a way to reply to tickets and emails **in a timely manner** , even if you can't solve the problem with that first reply.
- It is important to give your clients the feeling they are being taken care of.
- Improve your communication, keep us informed, and make a much better use of the medium 'email' and 'ticket'.
- You have got a twitter account @krakenfx. Make use of it, not only to announce that we can meet you on an exhibition, but reply to customer requests, use it as support medium.
I know you use twitter, and there is much room left to improve.

- Create a kraken blog and update it on a regular basis.
- Link to that blog from your support page.

Talk openly about problem situations as you learn about them, and announce them before your clients do ( if possible ).
Then, describe what steps you are going to be doing to solution the issue.

Well, that all sounds quite logical and normal - I know. But it still has to be implemented. This is why I took the time to write about it.

Beside the way how kraken does customer support, I am absolutely happy with the trading platform. Keep up the good work.

_________________
Best,
from Derek