I'm sorry to hear about the loss from your account and also about the slow service from MtGox.

That said, why did you have so much money in an online wallet? How is it Gox's fault that you had poor security on your computer and managed to get a keylogger by visiting untrustworthy sites?

It sucks that they weren't able to help you but I don't think it's reasonable to blame them for the loss or expect them to refund your lost coins.