Poor customer service @ Gatehub. Dont you think there should be phone support available for uegent enquiries...

[RDS]

Hi. I transferred $5k Aud via international transfer  in gatehub on 1st of july. My bank says it was paid on 4th and since i have sent 2-3 emails to support to get the status update because i am worried about transfer going lost/missing.

So far i have not recieved anything from them stating they have got it or not,  so i sent PM to Enej but have not got any response yet.

To be honest that shakes confidence in  Gatehub.  If they want to become big in banking they can not do it without building trust, which comes with being responsible towards investors. If Gatehub wants to become a major Gateway how hard it is for them to get a phone number to help with urgent enquiries and what kind of impression it leaves on investors about Ripple  when investors feel they r on their own if things go south and they need help on urgent basis....? I am sorry to say but so far from customer service point of view Gatehub services have been below average and getting worse since begining...

Edited July 5, 2016 by RDS

[getitdone]

I believe there should be customer support phone number but that's additional cost that a lot of companies try to avoid specially when they are young as Gatehub. 

I understand your frustration and i made the same point two years ago about Ripple Customer Service support line. Gatehub is pretty reputable gateway so you should hear back from them for sure. 

[Lisieux]

I was robbed 2 days ago, lost all information including strong passwords like GateHub access. Yesterday I received a response from GateHub from "Klas", he asked me for some documents but today I´m still waiting for a response. Also I sent pm to Enej, but he last logged was on June 27. I'm desperate.

 

I think their must have more people at support.

[xrp noob]

Is there any other gateways that are more reliable then gatehub? There should be more ways to access your account if you lose your authication key also. 

 

[RDS]

1 hour ago, Lisieux said:

I was robbed 2 days ago, lost all information including strong passwords like GateHub access. Yesterday I received a response from GateHub from "Klas", he asked me for some documents but today I´m still waiting for a response. Also I sent pm to Enej, but he last logged was on June 27. I'm desperate

1 hour ago, Lisieux said:

I was robbed 2 days ago, lost all information including strong passwords like GateHub access. Yesterday I received a response from GateHub from "Klas", he asked me for some documents but today I´m still waiting for a response. Also I sent pm to Enej, but he last logged was on June 27. I'm desperate.

 

I think their must have more people at support.

Agreed. I dont think they should wash there hands by simply saying we dont have this and that due to encryption or some other reason.. i just find it lame excuse .. 

If u lose anything with ur bank, does ur bank  say that sorry ur money is gone just bcz u forgot ur password or lost ur security key..?  If they want to go mainstream they should start acting like it... 

I am not trolling here, just giving genuine feedback bcz i am invested in Ripple and i want it to reach to its desired goals.

Edited July 5, 2016 by RDS

[rippleric]

No excuse for poor customer service, but this is probably why they have been so unresponsive, busy with integrating ILP???

Definitely need to hire more customer support personnel... 

https://www.eventbrite.com/e/interledger-workshop-tickets-25473847965

Demonstrating Real-Money Payments using ILP (Gregor Gololicic, Enej Pungerčar, Jaka Hudoklin)

[T8493]

2 hours ago, rippleric said:

No excuse for poor customer service, but this is probably why they have been so unresponsive, busy with integrating ILP???

Definitely need to hire more customer support personnel... 

Phone support is very expensive. And GateHub is actually a very small company and I doubt they make enough money to support it.

 

[Lisieux]

agreed with you @RDS

An SMS service (to know when someone need help) linked to the support, they can afford it. It has been another 7 hours, we look forward GateHub responses.  

[T8493]

20 minutes ago, Lisieux said:

they can afford it

Really? Their 24hr volume is currently around 400k XRP (XRP/USD.GateHub pair). Now please calculate how much money they make in one month.

 

 

 

Edited July 6, 2016 by T8493

[RDS]

2 hours ago, Lisieux said:

agreed with you @RDS

An SMS service (to know when someone need help) linked to the support, they can afford it. It has been another 7 hours, we look forward GateHub responses.  

U r right mate. On one side they show themselves as gateway of gateways and want to become big organisation and on the other side they play poor card by not hiring people which even small to medium business can afford these days... and i am just thinking if they are that poor... is my money really safe with them...?  What if they go under...?

Edited July 6, 2016 by RDS

[Guest]

1 hour ago, RDS said:

U r right mate. On one side they show themselves as gateway of gateways and want to become big organisation and on the other side they play poor card by not hiring people which even small to medium business can afford these days... and i am just thinking if they are that poor... is my money really safe with them...?  What if they go under...?

Good question. My main concern is that their security is in the same state of their support, or even worse (probably worse). Servers could already be hacked without them knowing it. To collect keys in the lhe logon process. Gatehub seems to me a very weak spot in the Ripple network, if it is true that they are seriously underfunded. And by the lack of response to this issue, it appears that way. I have my funds there,  but I am not logging in until there is a better solution from more reliable party, also offering multisign. Oh and lack of phone or other (redundant) form if realtime support for this kind of service is INEXCUSABLE and a security risk itself.

Edited July 6, 2016 by Guest

[RDS]

27 minutes ago, lucky said:

Good question. My main concern is that their security is in the same state of their support, or even worse (probably worse). Servers could already be hacked without them knowing it. To collect keys in the lhe logon process. Gatehub seems to me a very weak spot in the Ripple network, if it is true that they are seriously underfunded. And by the lack of response to this issue, it appears that way. I have my funds there,  but I am not logging in until there is a better solution from more reliable party, also offering multisign. Oh and lack of phone or other (redundant) form if realtime support for this kind of service is INEXCUSABLE and a security risk itself.

U  r right 100%

[RDS]

Their lack of response is already making me nervous..

[xrp noob]

Anyone know of a safer place to store our funds?

[RDS]

19 minutes ago, xrp noob said:

Anyone know of a safer place to store our funds?

One can try to diversify in kraken or other exchange but how much that increases or decreases the risk is a good question... because on one hand u r reducing the risk by diversification on the other hand now there is risk of any of two parties going under so risk has increased so it comes down to what ur personal situation..

Edited July 6, 2016 by RDS