Beeminder Forum

Dope Support vs. Nope Support

Heads up: This is mainly a rant. If you don’t care about that, the bottom line is: Beeminder Support is dope. But you knew that already :wink:

Recently I was again reminded that in many institutions “support” is a synonym for wasted time.

You’d think that an online broker where you deposit potentially thousands of €/$/whatnot and invest into stocks so you have some sort of rent later would have at least some basic level of support.
You would be wrong.

I registered on the 26th of September and had sent them a photo copy of my ID so they knew I was who I claimed.
I then asked if everything if they need anything else. They replied:

(10:41:02 AM) Alexander: Wunderbar. Das Dokument ist gut lesbar. Nach einer Überprüfung Deiner Daten, werden wir Dein Depot heute, spätestens morgen eröffnen.

Basically: Wonderful! We’ll open your account today or tomorrow the latest.

That was on the 26th.

One day later, nothing happened. I asked them about it. It was a Friday evening so they replied on the next Monday, the 30th:

Ich sehe das für die Freistellung noch die Adresse Bestätigung erforderlich war. Du hast uns bereit die Rückseite von Perso zugesandt.
Wir werden Dein Anliegen noch heute bearbeiten und Dein Konto freischalten. Danke für Deine Geduld und Verständnis,

Wir sehen uns in der App !

This is quite broken German (and not included: them addressing me with a wrong name) saying that my account would definitely be activated today.

It did not get activated.

So I waited a few days and on October 3rd with still no response or action from them I told them that I am slightly pissed. They got my name wrong (and with multiple identification stages, including WebID), they’re writing in broken German with wrong punctuation and broke their promises multiple times. It does not inspire confidence and is definitely not what I would call a professional service that I want to entrust hundreds and thousands of €.

And finally after this quite mad email my account was activated on the very next morning, the 4th. I also got an apologetic email. Again by the same guy who clearly has never learned how to to punctuation correctly (It’s really not hard in German). His line of reasoning was that there is so many legal requirements they need to go through and that why it took so long.

Which is of course BS because it’s completely unrelated to them making false promises, not knowing how to German and bad communication in general.

Seriously, we are talking about an online bank here. This startup was founded in Germany and targets the German market.

Oh and for those wondering: It’s Trade Republic. Which is a shame because I really want to like them.
But I also like not being lied to.

So with this being said, thank you Beeminder Support for actually being supportive and not a pain in the buttocks! I really appreciate it.

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Slightly off topic, but Interactive Brokers seems to be preferred by many traders and I think even small hedge funds. Very low commissions, but they don’t sell your order flow. Their platform, TWS, is very complete, and it has a comprehensive API (supported out of the box by many algorithmic trading frameworks/quantopian/quantconnect).

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Oh, very interesting. I’ll check them out!

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I’m in customer service hell with my ISP at the moment, and they keep explaining to us that no support team ever does x or y, like refunds or replying in under 48 hours or whatever.

They never quite have a response to, “Well, that’s funny, because my support team does exactly that thing and we’re a lot smaller than you guys.”

I get that there’s a difference of scale, but yowza. It’s good to hear we’re not a figment of my imagination from an outside source (though I suppose I could be just imagining @phi exists). :stuck_out_tongue:

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Nope, you guys / gals really are world class. No imagination.

In fact, I wonder if Beeminder could launch a side business fixing other companies’ support processes.

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