I agree with you that MtGox is not a good exchange. No customer service, no phone number and they should hire a person that handles their communication with media and clients. But there are none that does it much better. Bitstamp and BTC-E is the same crap, and this, the exchanges are sadly one of the weakest spots of Bitcoin right now.

Another issue is that Bitcoin still is on a beta release, were bugs are expected. The more value Bitcoin gets the harder it is to maintain and change these bugs. Hence I think we will get some Altcoin that surpasses BTC in 2-5 years.