Perhaps there could and should be a way to pay for an expedited, extra-attention support answer? It could have all the disclaimers necessary like "paying this doesn't guarantee that support will be able to successfully help you," but it'd certainly give some peace of mind to people if they know that if they have to, they can pay for an answer in just a few hours. Probably would help ramp up business a lot even.
This also would help reduce those issues that go back and forth here for a page or two in Bitcointalk, which really fills up the discussion and obviously should be handled privately via support if it can be.
There is no need for any sort of paid or premium support option. We do respond to emails and fix the issues in under 6 hours the majority of the time or at most 24 hours in exceptional cases. We treat everyone the same, our only concern is being fair to everybody which basically translates to making sure the rules are respected. If your case is valid you will receive 100% of your funds, we are not interested in taking any cuts from that no matter the amount or effort we have to put in, that's our responsibility. If on the other hand the case is invalid, then you won't receive anything.
We explained that from our point of view this situation is no different than any other where the user doesn't have access to his private key - you lose it, you lose access to your funds. If you contact us with the same kind of situation you will get a reply saying we cannot help. The balance will remain on the Note and will be available to withdraw if you ever find the private key.
Like we said we will leave this situation for the community to decide
Although I get and partially understand this, it's also a tricky thing to rely on: at some point you should decide those things on your own, and stand by your decision.
if people agree you should get refunded then you will, if they don't you won't. Simple as that
Let's try a side story: Let's say I made a deposit, saved the Letter of Guarantee, and got the note's private key. I safely stored the private key offline.
Then, my computer got compromised, and someone gained access to my empty wallet and the LoG. That person now has the same information stormbounty has, right? He can sign a message from the address used to deposit, and thus prove that "he" paid the address in the LoG. If that's the case, he should
not get the money that belongs to my note to which I have the private key. If I'd come back 2 years later and see the money's gone, you'll get a scam accusation.
Disclaimer: this post includes some assumptions because I still haven't tested your site by myself.
People should really learn to keep the private keys safe. That's all that matters in crypto, if you lose your private key, your money is gone. If it's Bitcoin, it's a donation to everyone. If it's Binance's made-up wrapped Bitcoin, it's a donation to CZ. If it's WWM, it should be waiting for you until the end of time.
We do not want to take the risk of this situation happening, nor do we feel that we need to take that risk. We highly doubt that a potential new user doing his research would be very excited about the possibility of his Note balance being refunded to someone else based on a support request with a guarantee letter or other arbitrary conditions decided privately on a case-by-case basis. If we start refunding left and right based on how we feel about each specific situation on a personal level while changing the rules only for some, there is no way we can expect to be trusted and that is what this business is all about. We're making it very clear that the most important thing is to make sure you save your private key. If for any reason you don't do that you can't blame us for it.
Yet NO REFUND... This is becoming extra criminal
With this attitude you've made it all but impossible for us to do anything in this case.
Even though you recognized you made a mistake, for some reason you continued to blast us with every accusation in the book, from saying it's our fault too that you didn't save the private key, to scamming, engagement farming, worst customer support, worst UX and now you simply expect us to agree with you when it's obvious that all of it is false?
Expecting us to change the rules of the game for you because you made a mistake and screaming scam when we don't do it in under 48 hours is a reaction we cannot understand. We will stop replying to messages regarding this situation, thank you for understanding.
While ww is trying to maintain security but I will never deal with a service that has no mercy like that.
At least pay this member then make an announcement that you won't do this again in the future and it's the first and last time
What you are doing now doesn't make you look tough or thug but stupid
There was a similar situation before and the rules were made clear at that time. This is not about a lack of mercy from our side, we are simply playing by the rules with full transparency and we hold everyone to the same standard. This is the only way we can create trust between ourselves and the community. If you don't want to deal with us because of that it's your choice, but IMO it shows that we care about our users and the overall platform's security and we are proud of that.
You didnt acknowledge my support requests, You totally ignored me for days before i made any accusation, you left me in the dark. If you said wait 10 days, i would have waited but you didnt.