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Coinbase employee here We’ve significantly scaled our support organization over the last few months. Most customers are getting a first response in a few hours

Coinbase employee here We’ve significantly scaled our support organization over the last few months. Most customers are getting a first response in a few hours now.

aaron-lebo 8y ago
Are these oddball cases? https://www.reddit.com/r/CoinBase/comments/8a0857/transferred_some_money_in_december_still_awaiting/ https://www.reddit.com/r/CoinBase/comments/8a0857/transferre... https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_movement_no_contact_no_resolution_for/ https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_m... https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_have_a_ticket_open_with_coinbase_support/ https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_hav... https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_bitcoin_transaction_frozen_over_4_months/ https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_b... https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_to_lost_access_to_vault_due_to_the/ https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_t... Those are all within the last day (months of no resolution).
- morogop 8y ago
  Good luck. Making valid and honest criticisms of high value YC companies is a great way to get banned from this joint.
ilovecars2 8y ago
While Coinbase might have scaled their support, it’s also important to highlight than the number of tickets received in the first 3 months of 2018 is nothing compared to that of the end of 2017 (the Bitcoin network fee crisis). Given the size of the support team now, would Coinbase still get backlogged if we were to have a repeat of that time?
- uncletammy 8y ago
  > ... if we were to have a repeat of that time It's a question of when. Not if.
colept 8y ago
Bragging about first response metrics is a little disingenuous when most of those are automated replies. To answer the question, support is still a disaster and why I left Coinbase last month.
- eterm 8y ago
  Yes, the 95th %-ile of time-to-resolution would be a far better metric, although you would need to correct for the fact that open unresolved cases are right-censored.
- fapjacks 8y ago
  Yeah, I got a first response within a few hours...... To a message about a critical accounting error Coinbase reported to the IRS. I sent the message in early March and -- perhaps unsurprisingly -- I haven't heard back since. It's cool, though. It's not like all of this paperwork is due like, in less than two weeks or anything.
- jdamon96 8y ago
  as an employee or customer?
geobmx540 8y ago
Going on like 8 months, no resolution. In January, I did receive an acknowledgement there was nothing further for me to do and it was on them. Pinged last week.

Coinbase employee here We’ve significantly scaled our support organization over the last few months. Most customers are getting a first response in a few hours now.

aaron-lebo 8y ago

Are these oddball cases? https://www.reddit.com/r/CoinBase/comments/8a0857/transferred_some_money_in_december_still_awaiting/ https://www.reddit.com/r/CoinBase/comments/8a0857/transferre... https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_movement_no_contact_no_resolution_for/ https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_m... https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_have_a_ticket_open_with_coinbase_support/ https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_hav... https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_bitcoin_transaction_frozen_over_4_months/ https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_b... https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_to_lost_access_to_vault_due_to_the/ https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_t... Those are all within the last day (months of no resolution).

morogop 8y ago
Good luck. Making valid and honest criticisms of high value YC companies is a great way to get banned from this joint.

ilovecars2 8y ago

While Coinbase might have scaled their support, it’s also important to highlight than the number of tickets received in the first 3 months of 2018 is nothing compared to that of the end of 2017 (the Bitcoin network fee crisis). Given the size of the support team now, would Coinbase still get backlogged if we were to have a repeat of that time?

uncletammy 8y ago
> ... if we were to have a repeat of that time It's a question of when. Not if.

colept 8y ago

Bragging about first response metrics is a little disingenuous when most of those are automated replies. To answer the question, support is still a disaster and why I left Coinbase last month.

eterm 8y ago
Yes, the 95th %-ile of time-to-resolution would be a far better metric, although you would need to correct for the fact that open unresolved cases are right-censored.
fapjacks 8y ago
Yeah, I got a first response within a few hours...... To a message about a critical accounting error Coinbase reported to the IRS. I sent the message in early March and -- perhaps unsurprisingly -- I haven't heard back since. It's cool, though. It's not like all of this paperwork is due like, in less than two weeks or anything.
jdamon96 8y ago
as an employee or customer?

geobmx540 8y ago

Going on like 8 months, no resolution. In January, I did receive an acknowledgement there was nothing further for me to do and it was on them. Pinged last week.