Quote from: hazek on November 20, 2013, 07:33:36 PM

Quote from: btcdrak on November 20, 2013, 06:54:45 PM

Quote from: hazek on November 20, 2013, 06:47:19 PM

Quote from: Rannasha on November 20, 2013, 04:52:01 PM

Same problem here, withdrawal confirmation emails not arriving.

This is now fixed. Thank you for your reports and apologies for the inconvenience.

Completely ignoring the scores of requests for an explanation of what actually happened etc....
You are demonstrating wilfully ignoring us now... interesting...

Apologies, as I stated a few pages ago, we are waiting for our international tests to confirm the issues are resolved before making an announcement. I expect this to happen tonight or tomorrow morning.

But dont you see, that is exactly the problem. Until now, you havent even admitted there was a problem with site down, unusable, API down.... blocking of legitimate users ... BTC withdrawals not happening etc etc...
That is the problem. You need to communicate WHEN THERE IS A PROBLEM that there is a problem and you are working to resolve it. At least them people know something is up. Otherwise, we are all in the dark.

Step 1 is to acknowledge there is a problem - that works for you too because you dont have to wade through 1000 support emails etc asking wtf is up. You can do that over twitter. It's not hard,...5 seconds...
Step 2 is when you things are getting near under control to give a status update - not resolved but we're getting to grips with it.
Step 3, is the morning after stuff...

You cant just jump to step 3... and frankly it looks like unless we hadn't goaded you, you'd have remained silent. That's not acceptable. WE ARE YOUR CUSTOMERS. We pay your salary, so please respect us a little.
And have some respect for the fact failings on your side can have huge financial consequences for us.... you must be more responsible.

Customer relations dont get better with silence - they get better by owning up, up front.

tell someone higher up about this so they develop a better policy for dealing with incidents