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Comment by blazamos | Hacker News Reader

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.

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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.

as an employee or customer?

Are these oddball cases?

https://www.reddit.com/r/CoinBase/comments/8a0857/transferre...

https://www.reddit.com/r/CoinBase/comments/8a1vyf/still_no_m...

https://www.reddit.com/r/CoinBase/comments/89r8sa/i_have_hav...

https://www.reddit.com/r/CoinBase/comments/89wfam/coinbase_b...

https://www.reddit.com/r/CoinBase/comments/89jnah/update_2_t...

Those are all within the last day (months of no resolution).

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?

> ... if we were to have a repeat of that time

It's a question of when. Not if.

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.

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