Quote from: mahun on June 30, 2011, 05:48:03 AM

Adam... Please give me some idea what happened to my account with 50.56 btc on it. My login at mtgox is "steve3". Last ticket # is 4659

Quote from: MtGox_Adam on June 29, 2011, 02:19:37 PM

I'm going to try and make this to the point....

I'd like to first start by saying I for one am hoping that we get to a point in the very near future where we can stop apologizing for the atrocious customer service everyone has been getting for the last month at Mt.Gox.... Since about the same time I started, now that I think of it.

Last week was hell on earth (if earth was our office) and between leaving the office and coming into work the next day, we saw between 1000 new tickets created in a 8 hour period. This is an outrageous number of unique issues to address as a small team. If we were struggling before, we are now suffocating in customer inquiries. Consequently, people are at the end of their nerves with us, response times, and a whole list of other things that have been building up. To make matters worse, when we migrated to the new back end practically all of our tools broke that we were using to pull customer accounts and transaction information. We've been the blind leading the blind for the last few days. So, while getting everything online has been fantastic for people whose transactions have gone smoothly, everyone else who has run into any kind of snag where they need our help has been seemingly left out in dark, naked, in a foreign country, and without any money (metaphorically speaking, of course). We are coming for you.

We bulk "solved" thousands of tickets two days ago because we couldn't tell real problems vs. probably resolved problems but we are hoping to hear back from everyone whose issue is outstanding. Please do not take it as a slap in the face if your issue hasn't been touched, and we've marked your issue as "solved". Reply back and it will open, and we will get to it. Towards the end of today we were starting to get our tools back, and are now getting some visibility into these issues that are outstanding. Also, in the mean time I've been working on how to streamline our customer inquiries so we can get back to you faster. I/we are embarrassed, and humbly ask for more of your patience (in what has proved to be almost infinite patience, I might add), in getting to your important issues. So much for "to the point" I guess.... feel free to take advantage of this post to vent frustrations, outstanding issues or whatever you need to.

I just wanted to say to the thousand or so "WHY AREN'T YOU ANSWERING" emails, we're here and although it's not good enough, are doing our best.

I don't think this is the proper medium, as Adam said, please re-file your ticket on the Mt. Gox website, in their support area, and not here. Good luck on the rest of the tribulations, Adam, I'm glad you guys are making it through this.