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Author Topic: MtGox needs to improve their communications  (Read 965 times)
anewbie
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June 13, 2011, 04:55:21 AM
 #1

MtGox needs to improve their communications, both privately with customers and publicly to reassure people they are dealing with issues that arise.

For example

http://www.reddit.com/r/MtGox/comments/hy3lc/its_been_a_full_week_wtf_mtgox_crosspost_from/

Posted Sunday evening.  Describes waiting over a week, with multiple unreplied e-mails, for a dwolla transfer out, including days after the dwolla issue was fixed.  There is a reddit reply from MtGox asking for details so they can look into it.

http://www.reddit.com/r/Bitcoin/comments/hxo8z/need_some_advice_with_a_random_deposit_to_my_mt/

Describes a $1700 dollar deposit in yen into the bank account of a MtGox member that was not initiated by the account owner.

Apparently fixed after the reddit post, but no indication of any explanation, other than a MtGox reply that someone may have fat fingered a bank account that was coming out in Yen and going to a US bank.

http://forum.bitcoin.org/index.php?topic=14881.0

A thread describing btc and transaction history disappearing from a MtGox account.  There has been nothing more than an Adam_Gox reply on a reddit post: http://www.reddit.com/r/MtGox/comments/hxdl8/btc_and_transaction_history_gone_from_my_mtgox/ suggesting a possible scenario denied by the poster. Perhaps this one has also been fixed without any followup.

Then, there are two threads

http://forum.bitcoin.org/index.php?topic=15998.0

http://forum.bitcoin.org/index.php?topic=15984.0

on a 432k btc transaction that would seem to be related to MtGox and that occurred just before a MtGox outage.

None of those 432 btc have moved yet:  http://blockexplorer.com/address/1KLahQtqDNAXvrjNyfvgSBtAhwco5ZxLp4

I'm not sure what to make of that.  If it were a hack, I'd expect them to have been mixed and laundered.  If it were MtGox funds being transferred, I'd have expected some of them to be used to redeem bitcoins transferred out.  Maybe there are many more than 432K btc in MtGox and this was just one big trader pulling coins out.

There have been multiple instances of MtGox being down in the last few days. 

There was this claim of major bugs in the near future with bitcoin:

http://forum.bitcoin.org/index.php?topic=14693.0

The discussion seemed to take and dismiss the claim as a bug found in bitcoin or in the blockchain.  The tweet was "Bitcoin Prediction: Major bugs in the near future will mess with the 'market'".  I'd say those dismissals of the bitcoin protocol were accurate. What if it was a bug in the exchanges?  That would mess with the market.

Compare all of this to

http://forum.bitcoin.org/index.php?topic=3089.0

Which is an instance of a dictionary attack against MtGox in January.  Once it was noticed, it took a very short time for MtGox to indicate that a dictionary attack happened, and there were just two accounts compromised. Plus it was publically stated that at leat one of the accounts received partial restitution.  And, note, that this claim was not met with claims of derision and accusations of troll.

This is the way to instill confidence.

I only discovered bitcoins with the slashdot post of a few weeks ago.  I started solo mining on 5770 without success until switching to pooled mining.  My mining has been shut off at times while my 11 year old son plays video games.  If I could sell all of my bitcoins at current prices, I could almost purchase a better graphics card for mining.  If I could find a 5850 available, I definitely could.


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Dude65535
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June 13, 2011, 05:10:43 AM
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The problem sees to come down to Mt.Gox being under staffed.

The owner is then left in the position of either spending his time correcting problems and interviewing potential employees, or spending that time communicating with users.

The current balance of time spent on fixing things vs communication may be less then perfect, but I would rather he spent too much time fixing problems than too much time communicating with users.

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hazek
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June 13, 2011, 05:12:07 AM
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They don't need to do jack.

It's a free market, no one is forcing you to stay with mtgox. Just switch to somewhere where they'll treat you better.

My personality type: INTJ - please forgive my weaknesses (Not naturally in tune with others feelings; may be insensitive at times, tend to respond to conflict with logic and reason, tend to believe I'm always right)

If however you enjoyed my post: 15j781DjuJeVsZgYbDVt2NZsGrWKRWFHpp
imperi
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June 13, 2011, 05:13:48 AM
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Make your own site or just wait until things improve.

I don't bitch because I don't have a gigabit line to my apartment yet.
Acheron89
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June 13, 2011, 05:21:10 AM
 #5

They don't need to do jack.

It's a free market, no one is forcing you to stay with mtgox. Just switch to somewhere where they'll treat you better.

But see, its in MtGox's best interests to address concerns such as these in order to keep clients. Yes everyone could just switch somewhere else, but how does that help MtGox - who so happens to be the biggest bitcoin trader online?

Making statements that ring of "they suck, so move on" doesn't contribute to serious discussion, or help to fix the problems anewbie has indicated.

*Edit* Also Hazek, I realize you just put up a thread in response to MtGox's unreliability and damage to the bitcoin community, but I'm sure you must understand that we need a large stable trade hub in order for bitcoin to function on a grander scale. Why couldn't MtGox simply address these issues and become that reliable hub?
kjj
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June 13, 2011, 05:36:28 AM
 #6

Maybe he just doesn't care about reddit.  I know I don't.

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imperi
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June 13, 2011, 05:47:30 AM
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Maybe he just doesn't care about reddit.  I know I don't.

He actually does care about reddit.

http://www.reddit.com/r/Bitcoin/comments/hum6x/a_msg_from_mtgox/
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June 13, 2011, 06:09:08 AM
 #8

They don't need to do jack.

It's a free market, no one is forcing you to stay with mtgox. Just switch to somewhere where they'll treat you better.

Hazek, users complaining and demanding a better service is a important part of the free market. Its important feedback for MtGox.
speeder
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June 13, 2011, 06:14:58 AM
 #9

I am not mtgox... But I talked about this issues with them.

They are in Japan, and they are finding problems in finding employees that know proper english, they made some attempts in hiring people, but they failed to understand costumer e-mails written in english, so they are racing to find employees that know english.


(do not ask me why this happen... Japan english is theoretically mandatory in school, I have no idea why is hard to find a japanese that really know english...)


I am sure that as soon mtgox get sufficient employees, those problems will be ironed out. (also keep in mind, that the amount of users on mtgox ASPLODED in a exponential curve last weeks...)

kjj
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June 13, 2011, 06:45:52 AM
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Maybe he just doesn't care about reddit.  I know I don't.

He actually does care about reddit.

http://www.reddit.com/r/Bitcoin/comments/hum6x/a_msg_from_mtgox/

Well, there goes my theory.

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I routinely ignore posters with paid advertising in their sigs.  You should too.
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