Yeah, I agree, I went away and was thinking about it and thought you know, this is only the first iteration of cloud mining and kyc and if they can see improvements they will obviously make them. I was just talking off the top of my head what I was thinking at the time.
Another thing I was thinking was that they intend to bring a fee for the instant payment and I hope that’s it’s a very small fee that doesn’t take away what I feel would be the main advantage for people to choose etn over other payment processors. I’m always thinking more about what pitfalls they may face and what things may be problematic and that’s what interests me. I think we all decided a long time ago that ETN is a brilliant project and we are all very passionate about it. I suppose it’s like when you have something you really care about, you are constantly scanning for things that may be problematic or harmful. The last thing I’d want to see is the project fails to reach its targets.
I think that maybe sometimes it’d be nice to hear more about things to feel a little more informed. I think it’s more a thing for me of being so deep into Electroneum to the point it’s now a part of my daily life that perhaps I spend too much time overthinking things.
I also don’t like to answer folk who are clearly having problems and invalidate what they’re saying because I’ve heard it a lot, from many people and seen it around and had a bad experience using support so I feel to say to someone, like the guy above anything other than a truthful account of how I perceive things would be wrong on my part.
So sometimes it’s not nice to say “bad” things about the things that you love, but you have to say them if that makes sense. I mean I could just say oh this reason explains this, this reason explains that and give a biased account of my experience but then I’m just lying to myself as much as I’d be lying to that person.
My experience with support wasn’t awful, they were perfectly polite in the first reply, I just never received any more correspondence after that reply. I was referred to a basic help section which I’d explained I’d already looked at, tried and waited which was why I was now contacting them to see if they could shed some light. It was a stuck transaction which had been stuck for some time and I was in a situation where a customer had paid money, I think around £80. I had sent off their etn to the blockchain and that’s where the problems began. In the troubleshooter, it said something along the lines of the transaction will retry and then will drop off. (don’t quote me on that, it was a while ago) anyway, I was trying to find out if the transaction would drop off or it would go through and there was just no answer, no help, just silence. The customer was very reasonable and after some days requested a refund, which I decided that in view of the situation, he hadn’t received his coins and that was unfair and that I would process the refund immediately.
I think it was the day after I processed the refund that the Electroneum actually didn’t drop off and went through to the user’s wallet. Luckily for me, the user was extremely honorable and repaid for the Electroneum. I think very highly of him for that and if he reads this, thank you, I respect that a lot.
So from my eyes at the time, and my first contact with the support I though my beautiful electroneum would respond with fantastic customer service and boy was I severely disappointed. So that causes me questions because if we’re dealing with people who are new to crypto, they need good support. The support you receive from a company, in my opinion, is one of the most important parts of any business. It’s where a business reputation is built or destroyed and Electroneum needs to have a good reputation especially when they need users to trust them.
So if I’m leaving that point of contact with Electroneum with such a bad taste in my mouth and I live for the thing, how is someone that is new/ having a problem going to perceive Electroneum as a company if they receive this level of service.
Maybe support is better now, I’ve not needed to use the support service since then. I just wonder though with so many people saying otherwise. I’ve had users on my site message me about the support etc, what can I tell them, that they’re wrong? I mean if the support was helping them then surely we wouldn’t have threads and users reporting that they are still stuck with problems.
I don’t know, I’m just discussing remember. I’ve not just decided today to come over and be mean to Electroneum or to the support, even though you know I’m saying my experience was not great, I don’t have nearly 3 million users to support and I’m sure that brings challenges that I cannot foresee, but what I can do is give my feedback and come here to say to other people what do you think and I think it’s always good to look for a wide variety of opinions to take everything into considrtion, even the fact that I may be wrong lol