Awful awful Mt Gox support !

[jbo]

Hi All,

I have been using Mt Gox for a while now and have been happy with it. I even went as far as verifying my account as my local country is in the EU so it's cheaper to fund smaller accounts by using their European account.

The story....

Day 1

About three weeks ago I needed to make a bit coin transaction. I logged in to my Mt Gox account as usual and found there were more funds than usual (about $35) so assumed that I had simply forgotten about them. I used the money to buy bitcoins and then tried to withdraw them and noticed both my withdrawal limits were at zero. I emailed the support address and was emailed back by a guy called Marcus. He told me that he would look into the situation.

Day 2

Marcus informed me that there had been an incorrect deposit (by someone else i assume) and that I needed to withdraw the funds as a redeemable voucher. I told him that they should take the money as they made the mistake. He informed me that they could not reverse the transaction as  I had already bought bit coins using the money. He then told me that if I promised to give them the balance back as a redeemable code then they would lift the bars. I replied and said I would do so. I was told that he would check this and get back to me. Later on in the day I chased him and he told me it was with the developers.

Day 3

I chased again and was told that the developer does not work outside of normal Tokyo hours.  I was told that he would keep me updated.

Day 4

I chased again and was told that the developer was out of the office today and that he would definitely get back to me tomorrow and keep me updated on the status.

Day 5

I chased again and was told that he needed more clarification so that he could guide me to the correct point of the situation. (!?!?!)  He told me he had emailed the developers again and that he would keep me updated.

Day 6

I was told to sell the bit coins I had purchased back at the current rate so they could then take the funds out of my account. I did this and let him know straight away. He then told me that I did it in the wrong currency (I wasn’t told it needed to be specific) and that he will need to check this with the developers and will get back to me.

Day 7

I chased him again and was told that he had just stepped into the office and will keep me updated. I was then told later in the day that they will take the funds directly from my account instead. I was told that I would be updated.

Day 8

I chased and was told that the developer does not work on Fridays so it will be first thing on Monday.

Day 9

I chased again. I was told that I would be updated. Chased later in the day and was told that the developer will get back to me tomorrow.

Day 10

I chased and was told that I would be updated as soon as the funds are taken from my account.

Day 11

I chased and received an exact copy/paste response from the day before.

Day 12

Chased again and was told they’re still waiting.

Day 13

I chased again and was told that their developer had not got back to him yet!!!! I said that its been over two weeks and no response.  I was then told that the developer does not work Fridays so it would now be Monday!!!! I was promised an update at 9:00am his time.

Today

I did not receive my proised response and it is now 12:00pm his time. I chased him three time with no response at all!

The entire support process has been awful! The total amount of time so far including weekends and days with no correspondence is 19!!! 19 days and my account still isn’t sorted!  The whole ordeal has been inexcusable. I highly urge everyone to avoid Mt Gox if they can.

I will “keep you updated” as I am told myself so often.

J

[Stephen Gornick]

The whole ordeal has been inexcusable.

Yes, that's a crazy situation.

One question .. so because this unwanted money landed in your account you've not been able to withdraw even your own funds?

[jbo]

The whole ordeal has been inexcusable.

Yes, that's a crazy situation.

One question .. so because this unwanted money landed in your account you've not been able to withdraw even your own funds?

Yep I'm afraid so. I can purchase coins with the funds in my different wallets...but I cannot withdraw them as the bar also affects coins.

Completely dead at the moment.

Jason

[jbo]

Today's Update

Morning all. It is now 10:00pm local time for Mt Gox support staff and I have still not received a reply. I emailed Marcus three times and created a new separate ticket with no response from anyone.

I messaged Natalie from Mt Gox on this forum and as mentioned above she said she is on the situation with the developer to get the funds removed.

I checked my account and the money is still in there and the bar has not been lifted.

I don't know why they don't just remove the bar and let me send a redeemable code This would be a much simpler solution for both parties.

I will let you know how the situation progresses.

J

[payb.tc]

bump for awful awful mtgox support

unfortunately you're not alone, jbo

[jbo]

bump for awful awful mtgox support

unfortunately you're not alone, jbo

Did you have a similar problem? Did you get it sorted?

Jason

[Stephen Gornick]

I will let you know how the situation progresses.

If you haven't tried this, ... ping magicaltux on the #mtgox IRC channel (freenode):

 - http://webchat.freenode.net/?channels=#mtgox

Try this during business hours in Japan.

[MPOE-PR]

Sounds pretty awful.

[jbo]

I will let you know how the situation progresses.

If you haven't tried this, ... ping magicaltux on the #mtgox IRC channel (freenode):

 - http://webchat.freenode.net/?channels=#mtgox

Try this during business hours in Japan.

Ahh ok thanks. Do the dev guys hang out here?

Jason

[jbo]

Later in the Same Day

I finally received an email from Marcus (at 4:00am his time)! As follows -

"We really apologize for the delay and we have not got a reply from our developer and I will have this escalated again and I will keep you updated."

So after four emails this was what I received 17 hours later! I then replied saying that the situation was still not good enough. I told him to try calling the developer or maybe walking over to his desk. I also said the developer not answering emails was not my problem and that this whole issue was caused my a screw up on their end.

I then received back -

"I have contacted them through email and I am waiting for an update. I will keep you posted as soon as I get an update. We apologize for the delay and I will keep you updated on the status. "

......wow! All I want is the bar removing form my account!

Jason

[jwzguy]

This mysterious unnamed "developer" certainly gets blamed for a lot of delays.

Why does a developer need to be called in to adjust a balance and remove a hold?

Sounds like "he's" done a pretty shit job so far if no one else can interact with the system except the guy that wrote it.

[jbo]

This mysterious unnamed "developer" certainly gets blamed for a lot of delays.

Why does a developer need to be called in to adjust a balance and remove a hold?

Sounds like "he's" done a pretty shit job so far if no one else can interact with the system except the guy that wrote it.

Oh I know. I work in an IT role myself and am aware of all of the different escalation points and who does what. I'm pretty sure it does not require a programmer/developer to make high level changes to the account of a live system just to got an issue resolved. I know from reading about similar stories these guys aren't great but this is ridiculous.

I had another email from Marcus earlier (after yet another rant on my part) saying that he will "escalate the issue!"

Jason

[jbo]

Natalie @ Mt Gox,

If you are still watching this thread can you please shed some actual light on the  situation and what is really going on.

Jason

[JoelKatz]

This mysterious unnamed "developer" certainly gets blamed for a lot of delays.

Why does a developer need to be called in to adjust a balance and remove a hold?

Sounds like "he's" done a pretty shit job so far if no one else can interact with the system except the guy that wrote it.

I hope this is either some kind of language barrier issue or some bizarre case where they're actually having a technical problem removing the hold. Otherwise, there's no excuse for telling a customer they have to wait for days while you chase down a technical person to fix a non-technical problem. Whatever problem he is having, why isn't there a person on call during regular business hours who can fix it and who the support staff can easily contact?

[jbo]

I think it's a combination of culture and incompetence.

I have a few Asian staff on my team and their very polite and tend not to keep pushing an issue after submitting it the once. This is most definitely a cultural thing. If I had an issue with eBay, for example, then it will definitely be chased constantly until I, the customer, has said issue resolved. From all of his responses I get "the developer has not yet got back to me." I've even said why don't you call them or walk over to their desk? Each time he diverts the point/question.

It's very frustrating as I/we are used to a customer is right when it comes to all things retail.

Rant over lol.

Jason

[payb.tc]

bump for awful awful mtgox support

unfortunately you're not alone, jbo

Did you have a similar problem? Did you get it sorted?

Jason

no, i had a completely dissimilar problem, however it also boiled down to awful awful mtgox support.

many others have posted their stories here too. wouldn't ever recommend or ever use them again.

[jbo]

bump for awful awful mtgox support

unfortunately you're not alone, jbo

Did you have a similar problem? Did you get it sorted?

Jason

no, i had a completely dissimilar problem, however it also boiled down to awful awful mtgox support.

many others have posted their stories here too. wouldn't ever recommend or ever use them again.

I wouldn't use them again myself either but unfortunately I am stuck for choice. My particular place I'm the world means either use these guys, get hit my large international wire costs or periodically transfer very large amounts of cash. All three not options I'm happy either lol. I do spend time in the US for work so may open a non-national and use the 3-5 day dwolla method. Grrrrrrr!

Jason

[payb.tc]

I do spend time in the US for work

maybe try lining up some in-person trades next time you're in the US.

localbitcoins.com

[jbo]

I do spend time in the US for work

maybe try lining up some in-person trades next time you're in the US.

localbitcoins.com

Also a good option but I need the ability to be able to buy/move funds in 12/24 hours not the next time I'm in the US. ;-)

Jason

[Mt.Gox_Support_Natalie]

Hello,

I have updated your ticket and sent you a message regarding the status of your account.  We have taken out the wrong transfer and lifted the withdrawal restrictions on your account.  You should be able to make withdrawals now.  Once again we sincerely apologize for the trouble and we would like to thank you for your kind understanding in this matter.