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Issue reporting and the interface between users and providers

2024-07-03 by

Referencing The importance of feedback loops; having good and open systems in place where communication between provider and user is important.

As I was reporting a bug in data graphs to Coinbase, I yet again experienced this interface failing. I like Coinbase, and they offer useful utility in some sense, so I'm only using them as a example to cover the issue here;

For the user/consumer this feels like getting support is a hassle. That's unfortunate, because a good world should embrace support. This idea can be applied to all disciplines of life.

And regarding feedback loops, what happens with the "No" in "Was your issue resolved?". I mean the issue isn't YET resolved, does that then create negative data on the support agent?

Transcript for reference, and yes, I had to copy paste and format this all because there was no "download transcript" button, which would have been a useful tool:

Hey, Stig! I'm the Coinbase Virtual Assistant.
04:39 PM 💡 For quality and training, messages may be recorded. Coinbase collects and processes personal data as required by law. View our Global Privacy Policy for more info.
04:39 PM How can I help? Select a topic or ask me a question.
04:39 PM I work best with single sentences, like "I want to add a payment method" or "Why can't I buy crypto?"
04:39 PM The my assets/my balance graph looks incorrect, maybe a bug
04:40 PM What would you like to update in your account profile?

💡 Don't see what you're looking for? Browse your profile for more options
04:40 PM human
04:40 PM To get you the right assistance, I need to know what you're reaching out about.
04:40 PM I work best with single sentences, like "I want to add a payment method" or "Why can't I buy crypto?"
04:40 PM View more
04:40 PM Ok, here are a few more...
04:40 PM The graph at https://www.coinbase.com/assets
04:40 PM Sure, which are you interested in?
04:41 PM human
04:41 PM Please ask your question a different way.
04:41 PM How can I help? Select a topic or ask me a question.
04:41 PM I work best with single sentences, like "I want to add a payment method" or "Why can't I buy crypto?"
04:41 PM I want to report a bug
04:41 PM Just a moment.
04:41 PM You'll be connected to the next available agent
04:41 PM Srikanth entered the chat

Your support agent is ready to assist you

Hi! I'm [REDACTED]. I've reviewed your conversation so far, and it looks like you need some more assistance with reporting a bug. Is that correct?
04:42 PM Hi, I was looking at the graph at https://www.coinbase.com/assets

and the 1Y view and All view shows different data
04:42 PM I have a screencast I can share, if you have a way for me to upload/share
04:43 PM I understand that you are able to see incorrect data and I will help you to report it.
04:44 PM I understand that this isn’t an ideal experience. Let’s see how we can find a resolution.
Please send us the screenshot through our secure SendSafely portal:
https://coinbase.sendsafely.com/dropzone/cx-files/[REDACTED]
04:45 PM Please confirm once you have sent it.
04:49 PM Please note that we will be disconnected if you are unresponsive for 5 minutes, so please stay engaged to avoid having to start over. In case we get disconnected, the next agent will pick us up from where we left off.
04:53 PM Just to confirm, are we still connected?
04:53 PM ACK
04:53 PM just trying to make a better video here of the problem (the first one was too large)
04:53 PM Sure, I am here with you.
04:56 PM Just to confirm, you are using an app or web which shows incorrect data?
04:57 PM website
04:57 PM oh, the link doesn't accept video, ill upload images, two sec
04:59 PM ID# [REDACTED]
05:01 PM two views of april 4. with completely different data
05:01 PM Thank you for sharing. Let me check this. Please allow me a moment while I check the details and update you.
05:02 PM 👍
05:02 PM Yes, there is a completely different data which shows in the screenshots which you have shared.
We apologize for the inconvenience caused.
05:05 PM VPN's, ad-blockers, security software, browser extensions, etc. can also cause issues. If you wish, you may try the process below after temporarily disabling any services running that could be a blocker.

We recommend that you rule out the options below as your first steps in troubleshooting.

If you're experiencing this issue on a desktop computer, please:

- Update your browser to the latest version.

- Try reproducing the issue in incognito mode and on a different browser (we recommend Google Chrome).

- Clear your browser's cache and restart your browser.

- Try signing out of your Coinbase account, then back in.

- Try using our mobile app. If the issue does not appear on mobile, that will help us isolate the issue.
05:05 PM Okey, I did that, and yes, it's the same
05:07 PM I'm also a webdeveloper, so I know stuff.. :)
05:08 PM Our team is aware of a display error where the main portfolio balance does not match the added total of individually listed assets. We are aware of this issue and are working on getting everything back to normal as soon as possible.
05:09 PM While we don't have an estimated time to resolution, we recommend periodically checking your account to see if the issue has been resolved.
We appreciate your patience as we continue to resolve this issue.
05:09 PM When did you first get aware of the problem?
05:09 PM Sorry to pry, I'm just curious.
05:10 PM I am contacting our specialist team now, please allow me a moment.
05:10 PM Let me also point out a problem with this chat: ID# [REDACTED]
05:12 PM "chatbot connection trouble", with no option to just... refresh/try again. when I refresh I get get back to the chat.
05:13 PM Sure, may I know the browser which you are using?
05:13 PM Chrome, latest
05:13 PM Sure, I have noted the problem now.
05:14 PM Might be extensions interfering
05:14 PM Rest assured, this problem will be reported and our specialist team is working on it.
05:18 PM Please logout now then re-login and check if it's the same.
05:20 PM It looks like a timeout problem, I have this chat open in chrome and chrome incognito (less extensions) now, and the "Chatbot Connection Trouble" occures at intervals in both browsers
05:22 PM ill relog
05:22 PM im back
05:24 PM I appreciate your patience, Stig. Please check and confirm if it's the same.
05:25 PM Just to confirm, are we still connected?
05:33 PM ye it's the same, "Chatbot Connection Trouble" pops up after some time
05:33 PM we are connected it seems
05:33 PM Thank you for confirming.
05:34 PM As we're aware of this issue and our specialist team is working to fix it as quickly as possible. We're sorry for any inconvenience this may have caused.

This case has been sent to the concerned team to investigate and will soon help with an update. This may take upto 3-4 business days.
05:38 PM No need to say sorry, I'm just trying to help, and you are too. :)
05:39 PM Thanks for indulging me in this bug/issue :) I wish you a great day, 🖖
05:41 PM Sure, Stig. Thanks for being so kind.
05:42 PM Is there anything else I can assist you with?
05:43 PM Reference number for this case: [REDACTED]
05:43 PM Nah, all good, wish you well <3 :)
05:43 PM Thank you for reaching out to Coinbase. Have a great day!
05:44 PM Was your issue resolved?
05:44 PM No
05:44 PM Thank you for the feedback.

So then... will there be a follow-up? 🤔

I also tried to contact logitech, because I wanted to give them feedback on a product and give some suggestions, but I'm being digitally blocked..

What is happening with the internet regarding feedback...

At least Google Maps seems to have a nice ticketing/issue-system

But on that note, Google Search and many services has been removing feedback options lately, and I can't find a reason why.

Here's a mindmap I was drawing in eraser.io, while writing this post.

Eraser themselves has very nice options for feedback, I joined their slack once to give feedback, and got immediate response and references to resources and roadmap.

And while I was in this mindspace, I left some more feedback and discovered more utilities 💚