Silk Road forums
Support => Technical support => Topic started by: carups7 on January 20, 2012, 04:09 pm
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I have sent numerous messages to SR Support regarding my PIN and haven't received so much as a single reply...WTF is going on????? For any legitimate site that wants to be taken seriously, this is no way to do business. Completely unacceptable as far as I'm concerned.
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I have even sent questions thru my backup account and no response in over 24hrs!!!
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Totally agreed >:(
Yeah some SR admins may say "oh well we are so jammed with numerous requests, be patient and wait only 1-2 extra days. Its JUST few more days right?"
But it is not JUST few more days for us. Everything is going to get pushed back even further. Even If I get my new PIN today miraculously and file order right away, vendors won't actually ship them until next Monday. Then the actual products will arrive on next Wed. If I had known about this new PIN policy beforehand, I would've just transferred my funds to second account, which I know PIN number for sure (I don't even remember making my PIN in the first place.. but it's a different issue). Then, I would've been able to receive the product earlier this week. In addition, had I received my new PIN in exactly 7 days in promptly manner, just like SR Support said, I would've been able to place order on Thursday morning and receive products by this Saturday. You see how 1-2 day delay does not mean the same 1-2 delay for customers.
You bring up another great point here.. If SR wants to be taken seriously, treat us like customers and communicate with us. I hate sound so pretentious, and, yes, we are just small individuals w/o much resource to influence the market...but we are still customers. SR is beneficiary and we are benefactors. Yet, all we get regarding this issue is a generic copy and paste sentences. (I really don't mean to offend or degrade you, DigitalAlch.if I did, I am apologize) What we want as customers is formal acknowledgement or some sort of official communication. A sticky thread in forum explaining what's going on? Maybe explaining why it takes so long to generate new PIN? (I am a total computer noob, and my perception of sending us new PIN is just simple as finding our name in database and copy/paste few letters that can be done in 30 sec.. but if there are some complicated skill behind it that requires significant amount of time per customer, please do explain it to us) and how many extra days locked up customers have to wait? How about formal apology and promise that you will announce every changes BEFORE they are implemented?
I really wholeheartedly support SR for what they are doing. But I don't think it is right to just leave angry customers behind the curtain..
In fact, I am wondering.. has anyone actually got "locked-out" of this PIN problem? If you did, how long did it take you after that 7 days?
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Maybe explaining why it takes so long to generate new PIN? (I am a total computer noob, and my perception of sending us new PIN is just simple as finding our name in database and copy/paste few letters that can be done in 30 sec.. but if there are some complicated skill behind it that requires significant amount of time per customer, please do explain it to us) and how many extra days locked up customers have to wait?
I would imagine there is a delay to keep your coins safe for YOU rather than it taking time to reset. I might be wrong in that, but the delay would keep the phishers from getting your PIN reset to quickly access your coins. making you reply to the reset message after 7 days will make the phishers have to waste a lot of their time making sure you haven't been in contact with SR, and keeping conversations with Support straight. I know it seems like a hassle, but for those who have lost thousands of dollars to phishers, it is a small price to pay! I would think that you would rather have a week or two delay in getting your product than to quickly lose your money to a phisher...
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Maybe explaining why it takes so long to generate new PIN? (I am a total computer noob, and my perception of sending us new PIN is just simple as finding our name in database and copy/paste few letters that can be done in 30 sec.. but if there are some complicated skill behind it that requires significant amount of time per customer, please do explain it to us) and how many extra days locked up customers have to wait?
I would imagine there is a delay to keep your coins safe for YOU rather than it taking time to reset. I might be wrong in that, but the delay would keep the phishers from getting your PIN reset to quickly access your coins. making you reply to the reset message after 7 days will make the phishers have to waste a lot of their time making sure you haven't been in contact with SR, and keeping conversations with Support straight. I know it seems like a hassle, but for those who have lost thousands of dollars to phishers, it is a small price to pay! I would think that you would rather have a week or two delay in getting your product than to quickly lose your money to a phisher...
I completely agree with you too. I think requiring PIN for purchase is a great policy against phishers as well. However, we are mad about the way SR is executing this new policy. (no prior warning, 7 days being delayed even further, no word from SR support, no official acknowledgement for locked-out customers, etc)
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I, too, appreciate SR's intention regarding the PIN/second pw as well, and fisher, you're right - 7 days is a small price to pay to have our BTC accounts protected. And if I in fact knew that that was what is going on, I could relax a little and force some patience upon myself, but to be left in the dark is highly frustrating. I understand the purpose of the PIN (which, incidentally, stands for PERSONAL IDENTIFICATION NUMBER- and most people associate this with a four-digit number...to use PIN and 'Second Password' interchangeably is not only confusing but improper to begin with), but it's been HORRIBLY implemented (as pharmwestfall stated).
A quick and simple reply from an actual person is all we are asking for. Even just saying something like "we're working on it and will have it resolved shortly" would help. Or even a global message here in the forums to address everyone's PIN concerns at once would be great. What's especially scary, though, is that I have yet to hear of a single person who's successfully had their PIN reset and/or their lockout resolved.
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Maybe SR should hire more people. I love this site and what it does, but when there is an issue, we kind of expect that it be taken care quickly. Im going on 48 hours trying to find btc's that were sent to mt. gox but never made it and sr hasnt even looked at the pm's yet. Im not complaining at all, im sure that they are swamped, therefore the suggestion to hire more people" :)
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...I have yet to hear of a single person who's successfully had their PIN reset and/or their lockout resolved.
Well, there's at least one person (Freeman) in the "PIN reset = RAGE" thread who got it sorted:SR Support got me straightened out :-)
Although, that was twleve days ago; hard to say how much worse the PIN Reset Pandemic has become since then.
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Just had my pin reset by SR after 5 days... which is exactly what they told me it would take.
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So i have had my account for 7months, BEFORE pins were put in.
I exceeded my pin attempts and contacted SR support right before I did.
Within 24 hours they had me set up. Reset my PIN so i could actually make one instead of giving my the bugged "you already have a pin" page.
So, if you TRULY dont have a PIN (Im talking 5,6,7 month old accounts ONLY) Send them ONE message and dont be a douchebag spamming them constantly because thats probably why they are ignoring you. If your account isnt that old wait the 7 fucking days and stop crying or make a new account if your really that desperate for your drugs.