My chief complaints of incompetence are several:
- Your handling of this situation what sufficiently weak to turn at least a number of your customers from tentative supports into vicious adversaries. And I believe that certain of us were unusually rational and patient for a surprising amount of time.
Our handling of the situation was insufficient to cure the paranoia of 4 users out of thousands of instawallet users
That is an absurd statement. Anyone who has observed the Bitcoin ecosystem and has some analytic abilities will need to presume as the automatic strongest hypothesis that a theft such as this was an inside job. It is from that point that one begins to acquire evidence which corroborates or knocks out the various hypotheses. You were remiss in providing almost any
verifiable information and because many of us were directly harmed, we deserved to have it. You just typing some words has almost zero value in analysis such as this and you known this. Or you should.
+100
There needs to be an absolute baseline here. If you hold bitcoin deposits and you suffer a hack, either provide rock solid proof of the event, and measures taken to resolve the issue in the justice system, or be presumed to be the thief.
If you are holding bitcoin for third parties, you are responsible for the bitcoin. There is no 'my dog ate my homework here' any loss of bitcoin should be 100% borne by the holder. If you can't manage to resolve the issue in a timely manner, everyone should abandon you and your services. And 3 months is not timely.