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Gatehub.net: Worst customer service I've EVER had. This is my experience...


crypto_rippler

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23 hours ago, NanamiIsLove said:

You should've stopped at your first reply to kanaas... 
Do you actually want to recover your wallet or just b!$&h about gatehub owes you? Quit being so disrespectful and self-entitled as if you've payed for it. Don't misunderstand me .. I get it ... it's wrong you have to wait months for the reply... but perhaps you can use the time that you wh$"# on this forum to actually read how to get it back in a different way. Free international 24/7 support is a right nowadays it seems...

(Sorry but not sorry for being rude.)

Wow!

Yep, rude and wrong...*sigh* kids these days!...

Maybe read and think before having a temper tantrum. I clearly stated it's not a rant but to highlight the issue and see if anyone else has faced the same it seems they have.

Nevertheless thanks for your wise words of wisdom kid!:)

 

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On 8-7-2017 at 6:35 PM, crypto_rippler said:

The error was on  GateHub side but never mind trying to resolve this, it seems to be too much of an ask even to reply to their customers. 

First of all: I'm not affiliated with Gatehub, just being a happy customer that has been helped a few times by Gatehub staff, within reasonable time frames and with very professional assistance.

What makes you think the error was on Gatehub? I did the migration and it worked flawless... And it's a two side interface with data flowing from Ripple to Gatehub so it might be something wrong on Ripple side as well. And most "problems" are credentials related with people forgotten paswords and secrets (seem like in your fall)... Actually the migration proces is nothing more than 1/ creation of a Gatehub account (can be done separately) 2/ entering credentials into the Gatehub wallet. Where did it go wrong in your case? Can you post some screenshots of what kind of messages or screens you experience?
 

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27 minutes ago, kanaas said:

First of all: I'm not affiliated with Gatehub, just being a happy customer that has been helped a few times by Gatehub staff, within reasonable time frames and with very professional assistance.

What makes you think the error was on Gatehub? I did the migration and it worked flawless... And it's a two side interface with data flowing from Ripple to Gatehub so it might be something wrong on Ripple side as well. And most "problems" are credentials related with people forgotten paswords and secrets (seem like in your fall)... Actually the migration proces is nothing more than 1/ creation of a Gatehub account (can be done separately) 2/ entering credentials into the Gatehub wallet. Where did it go wrong in your case? Can you post some screenshots of what kind of messages or screens you experience?
 

The migration started after logging into gatehub, then successfully logged into ripple trade as i went through the migration, at the end it said my wallet had been migrated successfully, but then below that said "we were notified of the issue and we will fix it.I checked my balance on gatehub and it showed 0.  When i logged into ripple trade again it said "this wallet has been migrated"

So there was no issue with credentials as i could log into both accounts. The migration just didn't work.

Granted it could be an issue on ripple side too but I've been in touch with ripple who have investigated and ended up raising a ticket also to gatehub. Although I'm not really sure what they did, as it feels like a different person replies to the mail trail each time and i'm not sure if they read the whole thread.

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I have my ETH and ETC missing after a transfer from Gatehub to another wallet, the coins didnt leave Gatehub but theyre no longer on my wallet. 
I filed in a support ticket 12 hours ago, so lets see how long it takes them to (re)act.
This is some serious problem. Ledger Wallet support (who I also texted, because I tried transfering it to my ledger) answered within 6 hours...

 

 

Edited by Eric1985
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Quote

BTW Gatehub has EXCELLENT service

That used to be true. It's not the case any more. Many of us who've had problems (in my case, with a bank withdrawal) have found GH service to be slow at best, nonexistent at worst. 

 

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The same is looked upon here:[mention=109]enej[/mention][mention=465]gregor[/mention][mention=163]gatehub[/mention][mention=606]klasurekar[/mention]

 

https://www.xrpchat.com/topic/6773-gatehub-transaction-history-issue/

 

I think this needs to be dealt in an objective and open manner, without bs and cheerleading.

 

I appreciate other members defending Gatehub was justified one year ago to protect and help a startup but that is past due now.

 

 

PS. Had a request for support yesterday to Bitstamp and I just got their reply a couple of minutes ago. Same with Bittrex a couple of weeks ago. How is that for customer support?

 

I know that this sounds bitter, I just dislike when someone takes kidness and tolerance as a weakness.

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1 hour ago, nik said:

The same is looked upon here:[mention=109]enej[/mention][mention=465]gregor[/mention][mention=163]gatehub[/mention][mention=606]klasurekar[/mention]

 

https://www.xrpchat.com/topic/6773-gatehub-transaction-history-issue/

 

I think this needs to be dealt in an objective and open manner, without bs and cheerleading.

 

I appreciate other members defending Gatehub was justified one year ago to protect and help a startup but that is past due now.

 

 

PS. Had a request for support yesterday to Bitstamp and I just got their reply a couple of minutes ago. Same with Bittrex a couple of weeks ago. How is that for customer support?

 

I know that this sounds bitter, I just dislike when someone takes kidness and tolerance as a weakness.

I'm sorry but as long as I've positive experiences, I can only be a "cheerleader". Both recent withdrawals and deposits went smooth and fast. I suppose mainly because I'm doing this within the SEPA zone.

I understood most problems are related to wired transfers getting lost or wrong routed somewhere underway for fiat and for BTC the problem in most cases being related to low fee transactions taking way to much time on a highly charged bitcoin blockchain. BOTH are problems that are NOT in the environments and therefor NOT under control of the guys at Gatehub. It is not fair to blame them for what's going wrong on the outside of their house. 

One better contact SWIFT or sending/receiving banks for fiat problems and the used Bitcoin exchanges (or the core devs, or even Satoshi Nakamoto himself) for the BTC problems. 

Edited by kanaas
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@kanaas i have not complaint about Gatehub related to deposits/withdrawal. I waited for that as long as it took with no complaint whatsoever. Now I am trying to get out my trades history out and have correspondence with them for a month with very low response rate. I can tell you with full responsibility: they don't seem to care. They recommended Rippex and when I told them that it doesn't work for me and that history of trades is a standard for Bitstamp and Bittrex, not to speak about brokerage firms, they simply said that they implement it SOON. I need those reports NOW not SOON. The fact of the matter is that they refuse to provide them and I will report that fact as a consequence. I moved my business already to Bitstamp but I want/need/must close everything with Gatehub before that.

 

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Ok so just to update you guys on here who have a similar issue, I finally heard back form gatehub and this is what they said:

"Please note that migration feature isn't working properly anymore (Ripple had a limited time-frame for migrations). "

This is not true. I have contacted ripple who have responded to ensure me that "We are still allowing migrations and have no limited timeframe/hard stop."

Therefore either gatehub is trying to fob me off or ripple is and judging by the level of service i received so far i would trust ripple is being honest here.

I have replied to the email to gatehub...let's away and see what the response is.

 

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