I live in Tokyo and decided to visit the offices to get help with my stuck funds (Japanese yen). The secretary said they wouldn't see me but she gave me a paper I could fill out that she would send up to them. I did so, and my problem was attended to within minutes.
Are you saying that by visiting MtGox in person you have had your Yen returned?
It sounds like that's what happened.
I suspect Mt. Gox is worried about police involvement. If they had angry customers outside their offices, especially if they had more than one, and the police became involved, questions would be asked of Mt. Gox. Like "Please show us your payment services agency license", and such.