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.
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.
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.
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?
biggest thing you need to do to improve support is stop sending mailings from a no-reply email address. Replying should create a support ticket automatically if the email it came from is associated with an account. Further verification could be required depending on the request.
Thank you for saying this. I feel like this is a major problem with a lot of services. If they care that little to send me an email from a no-reply then how do they expect to keep customers who want to reply to the same person. There is absolutely nothing more frustrating then having 5 different people work on a similar ticket and repeat yourself over and over.
I saw your 3 month remote support contract position, I'm a lawyer in Miami working on my own tech projects, and would be interested in this type of temporary remote work with Coinbase while I hopefully get ramen profitable.
That's generally not an allowed behavior by lawyers in the first place. First they must be approached by someone else who has been wronged, or the lawyer themselves must approach another firm. Otherwise, he is still free to represent himself and only himself.
A lot of the issues I've encountered (which were simple card verification errors due to addresses change) could have been easily solved with better Error messages, FAQs and staff training. Instead tickets go into a black hole, you wait 6 hours and get a boilerplate response.
your team is to dumb to be in charge of other peoples money.. Bought cannabis seeds(in a legal state) with coins I bought at coinbase(sent to another wallet, then purchased..) 3 years later I get an email saying my account has been closed due to purchases I've made... LOL coinbase can go to hell.
Posts like this one are amazing in their lack of awareness. Let us know when you find the contingency lawyer willing to represent the thin slice of people who (1) desire decentralized currency, but (2) choose a centralized exchange to store their currency, then (3) ignore that exchange's warning to withdraw if they cared about a specific, then-unknown outcome, and finally (4) appeal to the very same centralized authority in #1 to rescue them from the consequences of their own inexplicable laziness.
Especially if BCH goes up in value by the time Coinbase adds support. Will you pay them a management/performance fee for the money they made you by protecting you from yourself?
(Or are you just a rabble-rouser who never had any funds on Coinbase to begin with?)
The average fee for a large class action is about 10%. Coinbase could be holding on to more than a billion USD (right now BCH is around $375) worth of assets for 'safe keeping' until next year. Am I really so naive to think that there aren't lawyers out there that might want to try to get 100 million dollars? LOL.
The situation changed. Many were convinced BCH would go no where. Now its worth quite a bit. Also, some may not have had time or got the message. 4 months is obviously an unacceptable delay.
The truth hurts. My comment made me look like a rabble-rouser or something, and made me look bad -- maybe it will get me banned from Hacker News. But just maybe that executive will take the hint and help them to push the update out faster. In which case, Coinbase could save itself a lot of hassle in terms of lawsuits and angry customers, and customers (those who did not get the warning or did not have time or were convinced it was going nowhere) could avoid losing a ton of money.
Go ahead, shoot the messenger. Sometimes the truth sounds dickish. In this case, they deserve to get comments like this and should pray that someone in their organization heeds them.
Not dickish, just naive. If lawsuits were any sort of motivation, they'd hire an intern to send the twelve people their $50 in BCH by manually copying and pasting private keys into a BCH wallet app.
Edit to address your edit after my reply: no, there actually aren't any lawyers who believe they could "get 100 million dollars" in the situation you describe. The multistate bar exam covers torts and contract law (including equitable remedies), so there is no person licensed to practice law in Coinbase's jurisdiction who would calculate potential damages the way you have. In fact, if they did, they would likely be disbarred for incompetence.
Relevant legal terms to look up: compensatory damages, specific performance, contributory negligence, and good ol' burden of proof.
Finally, consider searching Coinbase's terms of service for "supported Digital Currency," "arbitration," and "waiver of class action."
the reason BCH is worth quite a bit is because it's illiquid because very few exchanges support it. the only reason you or anyone else wants it is to sell it for USD
Coinbase | Senior Software Engineer (full-stack), Product Manager (PM) | onsite in San Francisco or remote | https://www.coinbase.com/
Coinbase (YC S12) is creating an open financial system for the world. As a software or infrastructure engineer at Coinbase you will help build the future of payments infrastructure and digital currencies like bitcoin and ethereum. We're looking for people especially excited about payment systems/microservices, ethereum smart contracts/tokens and cryptocurrency infrastructure (e.g. our hot/cold storage, private key infrastructure for both bitcoin and ethereum).
Coinbase | Senior Software Engineer (full-stack), Infrastructure Engineer (DevOps) | San Francisco | https://www.coinbase.com/
Coinbase (YC S12) is creating an open financial system for the world.
As a senior software engineer at Coinbase you will help build the future of payments infrastructure and digital currencies like bitcoin and ethereum. We're looking for people especially excited about payment systems and payment microservices, ethereum smart contracts and tokensm and cryptocurrency infrastructure, i.e. our hot/cold storage architecture and private key infrastructure for both bitcoin and ethereum.
Requirements
* Track record of shipping high quality projects under constraints
* Passion for creating an open financial system
Bonus
* Degree in computer science or related field
Coinbase | Senior Software Engineer (full-stack), Infrastructure Engineer (DevOps) | onsite in San Francisco or remote | https://www.coinbase.com/
Coinbase (YC S12) is creating an open financial system for the world. As a software or infrastructure engineer at Coinbase you will help build the future of payments infrastructure and digital currencies like bitcoin and ethereum. We're looking for people especially excited about payment systems/microservices, ethereum smart contracts/tokens and cryptocurrency infrastructure (e.g. our hot/cold storage, private key infrastructure for both bitcoin and ethereum).
We’ve significantly scaled our support organization over the last few months. Most customers are getting a first response in a few hours now.