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Author Topic: Mt Gox laughable support answers  (Read 26601 times)
dave111223
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May 25, 2013, 02:42:59 AM
 #1

Lately the Mt Gox support response are laughable, they basically pick one random word in your question, then randomly insert a canned response based on that word.

Examples:

QUESTION:
Quote
I'd like to be able to enter a trade (for example to sell bitcoins), so that as soon as the bitcoins are deposited into my account the trade is executed.

Last week I was able to do this without any problem.

But this week the trade with "Not Enough Funds" is being deleted from my order book. This means that I have to sit at the computer for several hours waiting for the deposit to go though so that I can trade the coins.

Can you please update my account so that I can queue trades without funds?

ANSWER:
Quote
As per your request, i increased your BTC withdrawal limit as 1000BTC's. Please check your wallet. If you want to increase your USD withdrawal limit, please give us an confirmation to do that.


QUESTION:
Quote
I have a yubikey linked to my Mt Gox account.

I'm trying to setup an Bitcoin API withdrawal using: https://data.mtgox.com/api/1/generic/bitcoin/send_simple

However I get error message:

OTP is required

In the API documentation there are no parameters listed to pass the OTP...

https://en.bitcoin.it/wiki/MtGox/API/HTTP/v1#Withdraw_bitcoins

Is there a way to pass the OTP to the send_simple service?

ANSWER:
Quote
Thank you for the email. Please press the Yubikey for 3-5 seconds and let us know if you are still facing the issue.

It's like...where do I go from here?  Re-ask the same exact question?



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May 25, 2013, 02:44:32 AM
 #2

Step one: Delete MTGOX account
Step two: Create BTC-E account
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May 25, 2013, 02:45:32 AM
 #3

I registered my account as an individual and am verified as an individual. Sent money to them and they put it on hold asking for proof of incorporation and identity of shareholders, all in broken English.

Pretty shit.
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May 25, 2013, 02:57:51 AM
 #4

I doubt BTC-E has better support :p

But I suggest you visit #mtgox on IRC with questions, I think you get better answers there Wink

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May 25, 2013, 04:34:17 AM
 #5

If mount Gox has you Goxxed and wanting to try another exchange. I can't tell you about BTC-e.com support because I've never needed it. I can tell you that it's been Russian reliable for some time

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May 25, 2013, 06:29:08 PM
 #6

Quote
It's like...where do I go from here?  Re-ask the same exact question?

Have you tried putting the Yubikey in a different USB port?
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May 25, 2013, 06:45:07 PM
 #7

Quote
It's like...where do I go from here?  Re-ask the same exact question?

Have you tried putting the Yubikey in a different USB port?

Please try pushing button 5 or 6 times and press more firmly on button. lol

"The Internet unshackled information, Satoshi Nakamoto unshackled money. And money makes the world go round."
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May 25, 2013, 06:56:20 PM
 #8

OMG it looks like a joke... scaling up is really a difficult task, and poor support is one of the main issues.

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May 25, 2013, 09:41:22 PM
 #9

Have you tried turning it off and back on again?

http://haschinabannedbitcoin.com
"A purely peer-to-peer version of electronic cash would allow online payments to be sent directly from one party to another without going through a financial institution" - Satoshi Nakamoto
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May 26, 2013, 12:50:21 AM
 #10

I doubt BTC-E has better support :p

But I suggest you visit #mtgox on IRC with questions, I think you get better answers there Wink

I find it very hard to speak with BTC-e support. First they take ages to reply to your request, then they never give a decent answer in the first reply.

Bitcoin is the future !
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May 26, 2013, 07:50:28 AM
 #11

Did you try turning it off and on again?
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May 26, 2013, 08:03:57 AM
 #12

Wow. Just, wow... There are 120188 member on this forum. Even if 1/4 of us was able to provide an email / phone support, it's still more than 30 000 potential employees. Yet they hire someone who's never seen the website, or doesn't follow the updates on social networks.

Answer to first question:
As far as I remember, this feature was disabled intentionally. It was slowing the trading engine. Yes, it sucks.
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May 26, 2013, 08:19:48 AM
 #13

Step one: Delete MTGOX account
Step two: Create BTC-E account


LOL as if BTC-e has any better support, not to mention they are anonymous lol.

Good luck with that approach. Cheesy

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dave111223
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May 27, 2013, 07:24:13 AM
 #14

Wow. Just, wow... There are 120188 member on this forum. Even if 1/4 of us was able to provide an email / phone support, it's still more than 30 000 potential employees. Yet they hire someone who's never seen the website, or doesn't follow the updates on social networks.

Answer to first question:
As far as I remember, this feature was disabled intentionally. It was slowing the trading engine. Yes, it sucks.

Yeah they disabled it like a month ago, but then it will working just a few days ago, now note working again.  It really sucks that they disabled this feature...


People have mentioned other exchanges; the truth is they don't have better support, and they don't have the same variety of features (especially API) as Gox.

I made a good faith effort to switch to Bitstamp but their API is limited (for example no way to generate a new deposit address) and their API seems insecure (you use your site username/password for the API, and can bypass 2 factor auth. when using API)

I have traded on BTC-e...but come let's be realistic...no one in their right mind would build a business around BTC-e



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May 27, 2013, 10:36:40 AM
 #15

Wow. Just, wow... There are 120188 member on this forum. Even if 1/4 of us was able to provide an email / phone support, it's still more than 30 000 potential employees. Yet they hire someone who's never seen the website, or doesn't follow the updates on social networks.

Answer to first question:
As far as I remember, this feature was disabled intentionally. It was slowing the trading engine. Yes, it sucks.

Yeah they disabled it like a month ago, but then it will working just a few days ago, now note working again.  It really sucks that they disabled this feature...


People have mentioned other exchanges; the truth is they don't have better support, and they don't have the same variety of features (especially API) as Gox.

I made a good faith effort to switch to Bitstamp but their API is limited (for example no way to generate a new deposit address) and their API seems insecure (you use your site username/password for the API, and can bypass 2 factor auth. when using API)

I have traded on BTC-e...but come let's be realistic...no one in their right mind would build a business around BTC-e

Bitstamp also has this "sends BTC twice" bug. I don't think they are competent.
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May 27, 2013, 11:48:33 AM
 #16

My experience dealing with MtGox support:
1. You can't be polite.
2. Start with blames, complaints or threats or they won't take you serious
3. the title of your support ticket really matters, they mostly don't read the content, only the title.
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May 27, 2013, 11:57:00 AM
 #17



That's what happens when you outsource your customer service/support to the wrong company.

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May 27, 2013, 03:35:03 PM
 #18



That's what happens when you outsource your customer service/support to the wrong company.



Take a look at BTC-e. I believe their support is intern and it simply fails hard.

I'm waiting at days for a ticket reply as they don't know what to do.

Bitcoin is the future !
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May 27, 2013, 05:11:31 PM
 #19

QUESTION:
Quote
What are the current MtGox green addresses? Were would I find this information?

ANSWER:
Quote
Hello,

Thank you for the email. This is a feature which allows you to make payments to online stores that support the green address feature. Payments made using the green address are instant, unlike standard bitcoin payments which can take up to an hour to be confirmed. Please note that the green address can only be used to make payments to stores who support it.

Please contact us back for further assistance.

Thanks,

MtGox.com Team

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May 27, 2013, 07:35:27 PM
 #20

Ladies and gentlemans. I have figured it out. Most of us think they just act lame and incompetent.
But what if they are just beta-testing the IBM Watson.
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May 27, 2013, 11:07:44 PM
 #21

Strage....they have the money to hire the best CS guys but they don't do it.

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May 28, 2013, 12:59:29 AM
 #22

Strange....they have the money to hire the best CS guys but they don't do it.

It takes time to train these guys and get them online and into the pipeline. Heck, even with BOA it's a roll of the dice as to whether you get a knowledgeable rep when you call. I called the other day and was given three completely different answers to a question over the course of three calls. And BOA isn't dealing with a language barrier.

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May 28, 2013, 02:18:12 AM
 #23

Ladies and gentlemans. I have figured it out. Most of us think they just act lame and incompetent.
But what if they are just beta-testing the IBM Watson.

Just heard about that...maybe we should sell some BTC for stock lol


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