I would suggest they better keep their reward points, and instead invest in more support people.
last response took 30h, equal to gox.
Thats not ok, because the response asked only if its already solved....
No its not.
I guess they should hire more ppl, but if you look at the twitter account, you can see they are working, they always let you know when they make changes to the infrastructure, or have issues with a coin. It is very hard to size the customer center when your backlog is multiplied, if you take too many ppl, maybe you will have to fire some of them. But, again, if your ticket wasn't resolved within 30 hours, they should work very hard on the SLA.