Get more customer service reps and better support chat
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New Barnacle
I feel I got scammed.
understand sites have glitches and difficulties, but if it takes over a week to get a reply… or if your “intercom” app deletes the convo after it sitting idle for days, it makes it nearly impossible for someone who has spent a couple hundred dollars to get support. During tax time I feel that it’s ridiculous waiting weeks just to figure out a glitch.
Either fix your programs, hire more people, or be transparent about your service quality and have your tax package prices reflect it.
0/5 I will not be recommending this to anyone
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Turquoise Lion
Dont understand how this is marked as complete. Its still an ongoing issue. Waiting a week when we are paying for a product which we are essentially working for Koinly as beta-testers.
I alone have found countless bugs yet instead of making the product free during this buggy phase or at least providing decent support - we as the consumer get charged to work for free and charged for long support wait times.
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Ruby Roadrunner
Instead of apologizing every dang year for same thing, be prepared to hire more part time support people to answer tickets. It is a pathetic joke that literally EVERY similar crypto company has support issues, and always its "we apologize, we are sooo much busier than usual". Fix the problem. Stop the excuses.
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Petur
complete
Hey all,
It's been an extremely busy tax season and we have unfortunately not been able to keep up with incoming queries so response times were very long.
We are now back on track and average response times are down to 6-12 hours :)
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Sparkling Goose
Petur: thats great to hear ,I lodged a request for assistance with Bitrise csv ,Tax time rapidly approaching ,appreciate your reply Petur
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Petur
Sparkling Goose:
The 'Request Help' button will send your file to the product/dev team so that might take longer to resolve. For faster support, you can use the live chat or email support@koinly.io
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Sparkling Goose
Petur: yes Ive already prsued those avenues ,thats where I thought you were from ,thats ok I will wait patiently
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Lavender Sheep
So far, my experience has been the same. I have written 3 or 4 messages over the past few days but still haven't gotten any help and still haven't gotten my problems taken care of. I cannot finish and file my taxes until I get some help. I will wait another day or two and then ask for a refund and try my luck with another company.