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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 💚

US Presidential Debate 2024

2024-06-29 by

What an.. interesting.. debate that was.

I watched it through Kennedy's broadcast, which was even more interesting / gave more perspectives.

From https://x.com/i/broadcasts/1OdKrjDkZqwKX

The pendulum

My take / what I saw, was basically two old men fighting each other, trying to speak each other down in a debate, a lot of negativity.

And a third, maybe "wiser" man, commenting and actually answering the questions and trying to identify fundamental problems.

I don't like to take sides or have favourites, I prefer to observe, because I haven't actually read the programs for these politicians fully in depth myself, but I find it interesting how Kennedy speaks like an adult, trying to "solve a mess, which some children created".

And by "children" I mean the bipartisan system, red versus blue, this versus that, the binary pendulum, the clock of time, swinging.

What if someone could prod the pendulum, and make it do something new, something fundamentally different 🤔

Some interesting data on finance/health from ourworldindata.org

https://ourworldindata.org/financing-healthcare

 

"Greatness"

I also came by this ranking, which was kinda interesting.

And after finding the source, I noted "320 respondents were invited to participate, and 170 usable responses were received, yielding a 53.1% response rate".

Not sure if N=170 is enough to support any claims or public opinion, but it's data anyhow.

More interesting data and references

Check out this data: https://harvardharrispoll.com/wp-content/uploads/2024/01/HHP_Jan24_KeyResults.pdf

https://www.reuters.com/world/us/americans-dismayed-by-biden-trump-2024-rematch-reutersipsos-poll-finds-2024-01-25/

"70% of Americans don't want Trump or Biden"

https://www.google.com/search?q=70%25+of+Americans+don%27t+want+Trump+or+Biden

I hope the USA finds their way, I think the world needs a lot less stress, and more compassion and love, and to learn from science; Question, Research, Hypothesis, Experiment, Data Analysis, Conclusion, and Communication.

I think this is a scary phenomena; If parts of the world is depressed, it might resonate to the world.

The media machine with a narrative exists, do your own research, and cite the source.

live long and prosper, take care.

🖖

Update regarding censorship and information control

As I took Kennedy's perspective in my research , I found this, which is kinda interesting

https://x.com/RobertKennedyJr/status/1807456311681937726

https://kennedycensored.com/

The New York Times: R.F.K. Jr. Claims Censorship After Facebook and Instagram Briefly Block New Ad

I've been looking for "the media machine", "media mind", information narratives/control, and how different media conglomerates seem to have bias/agendas, my whole life, because I'm interested.

Whoever Controls the Media, Controls the Mind

https://www.google.com/search?q=US+media+ownership

Reminded me of the time where Sinclair Broadcast Group did the "This is Extremely Dangerous to Our Democracy" thing.

Anyways.. it lead me to whoisbobbykennedy.com, he seems like a cool guy.

And yeah, I checked some of those quotes in the start of that video, example:

https://www.theguardian.com/commentisfree/2023/jul/18/robert-f-kennedy-phone-call-margaret-sullivan

Such a weird statement to publish without citations/references.

I prefer to dig deep and always check what people say themselves, not what people say people say..

Made me think of define: slander

 

Update with Charles Hoskinson

Relevant.

Another Update

Since I'm already down this rabbit hole of world views/information/whatnot, I also found this statement interesting as I was watching some youtube videos. I myself see this in my life, in Norway.

youtubetranscript link: https://youtubetranscript.com/?v=2pMBFgz2gJg&t=2336

quoting snippet from youtubetranscript:

.... good to see you again uh one of the questions I really want to ask you for my demographic a big thing that they're thinking about is I don't think I'm going to be able to afford a home anymore what plan do you have so that people my age can get a home in America the spear tip of my campaign is to get Young Americans into homes that is an absolute critical first step in rebuilding the American middle class in this country if you own a home you care about your community you care about your police your firefighters your schools you go to the PTA meeting you care about your neighbors but more importantly you have equity and if you have Equity it means you can borrow money and you can pursue your economic impulse you have the money to you can get a second mortgage on your home you can use that money to finance it a bowling alley or a yoga studio or a sportting good store or a bar or restaurant and this is the way that we created the American middle class in our country and today we're moving away from that and part of the reason for that giant corpor options like Black Rock Blackstone State Street and Vanguard are now buying up our houses almost 30% of the houses purchased last year were purchased by investors oh they're turning us and and kids your age cannot compete with them for the cost of money oh you hear so many stories from kids your age who who put money down in a home or went to Escrow or about to go into esro or about to sign a contract and somebody comes in at the last minute with a cash offer for 20% greater than the asking price and when you figure out who that person is who's that person bought your home it's usually in LLC with an ambiguous name and if you follow the shrinks back it leads Back to Black Rock State Street R to one of these big Fidelity one of these big investment houses and it's impossible for kids your age to get the homes we need to change that and I have a whole retinue of programs to make sure that every kid your age who wants to who's willing to work hard who's willing to play by the rules is going to be able to finance a home uh and and do the other things the American dream always promised us...

Yeah, owning a home induces responsibility, and creates good synergy.

Here's another interesting conversation with RFK Jr. and Elon Musk

Very cool to see these guys are linked. That to me looks like a healthy America, talking about fundamentals.