MtGox Support is Horrible. Stay away from Mtgox.

[frank600]

Hello,
I want to warn you about MtGox.

The support is so terrible.
More specifically, there is no support available.
I am extremely frustrated.
I lost 10 BTC in a Deposit in MtGox.
I write a to the Support, with a Ticket in the Support Desk.
Since 5 days no reply no response.   

I write also a Mail, I send a Massage in Twitter and also with Facebook.
I write PMs here in the Forum to the MtGox User.
Nothing.

The Exchange takes my money with each transaction.
But there is a problem, I get no help.

*Sigh* 
And sorry, I know my English is not the best.

Regards,
Frank


 

[frank600]

Day 6 now without response to my request.   
I will update it here, every day.
I am very curious to see if and when Mt.gox ever responding.

Regards,
Frank

[Oren_Yul]

I have the same issue for 12 days.
Where are they?

[floatertheplayer]

I am waiting for a SEPA withdrawal for MORE THAN A MONTH NOW?!
I will fly there to meet that pig Mark Karpeles if he steals it!

BTW no response for support ticket here either for 2 weeks!

[frank600]

I am waiting for a SEPA withdrawal for MORE THAN A MONTH NOW?!
I will fly there to meet that pig Mark Karpeles if he steals it!

BTW no response for support ticket here either for 2 weeks!

Oh wow, two weeks and no response?
I am not understood this. A support desk with give me no answer,
that makes no sense. And annoyed me as a customer.
It's really frustrating.


 

[Delerium]

Their support team is inundated with support tickets right now (as is their AML Team). They've recruited many more staff to try to help reduce the load (but staff training isnt instant!).

If you have a super urgent ticket, you could try their support channel #mtgox on freenode. There is usually a support member in there during JPY and EU hours.

Del

[Delerium]

It recently took me 11 days to get a response from their support. On the plus side, once they got back to me they were more than helpful and sorted my request with no issues.

It seems to me like they desperately need to hire more support staff. Their biggest problem has always been communication - literally all they would have to do to reassure the vast majority of people is have enough staff to answer support tickets within a few hours and send out weekly updates on issues like withdrawal times etc.

Oh, and when they do issue updates, they need to send it by email to every customer, not just post it on the website / fucking facebook page for people to check every day.

You're right on all accounts. They are activley expanding their support teams (They currently have 20 people working full time on AML verifications).

You might have noticed that their last update was via email to all customers so I think our voice has been heard on that one. 

Del

[CoinCidental]

It recently took me 11 days to get a response from their support. On the plus side, once they got back to me they were more than helpful and sorted my request with no issues.

It seems to me like they desperately need to hire more support staff. Their biggest problem has always been communication - literally all they would have to do to reassure the vast majority of people is have enough staff to answer support tickets within a few hours and send out weekly updates on issues like withdrawal times etc.

Oh, and when they do issue updates, they need to send it by email to every customer, not just post it on the website / fucking facebook page for people to check every day.

You're right on all accounts. They are activley expanding their support teams (They currently have 20 people working full time on AML verifications).

You might have noticed that their last update was via email to all customers so I think our voice has been heard on that one. 

Del

how does their AML verification work ?
how can they tell the difernce between   coins generated by a miner or some guy selling weed on silk road ?

[Delerium]

They are activley expanding their support teams.

Source?

I get that it takes time to hire / train staff, but they should have been hiring extra for some time. They have demonstrated that they understand the importance of hardware redundancy in keeping their site online and their trading engine running - their support system is just as important. If it's constantly running at capacity then something has gone wrong.

Private conversation with one of their support managers.

how does their AML verification work ?
how can they tell the difernce between   coins generated by a miner or some guy selling weed on silk road ?

No idea - I dont know the ins and outs of that process.


Del