Quote from: Perambulator on August 11, 2014, 11:25:08 PM

Quote from: Dargo on August 11, 2014, 11:02:15 PM

Quote from: Perambulator on August 11, 2014, 09:52:56 PM

.. seriously, why cant you just be honest, and admit that you want more money, you have identified how to do it based on current usage, and where you want to target customers. Really poor attitude from Kraken and their new approach to 'valued customers'.

We must have a misunderstanding here, because this is exactly what I've been trying to say. We need a more money because the current fees don't provide enough income to sustain our business. We've looked at our current usage to identify the best way to change the fee structure. Since we need to increase the fees by a factor of 2, the fees for most users are going up by that amount. The exception is at the lowest fee tiers, because, given our usage, there wasn't any advantage to doubling the fees at these tiers. So, instead of starting with a lowest fee of 0.4% (which would double the current fee of 0.2%), we went instead with 0.35%. I don't see how these reasons reflect a poor attitude toward our customers. We're not doing anyone a favor by offering our services at a price that isn't sustainable, and we're not disrespecting people by charging sufficient fees to cover our costs.

There is no misunderstanding as to your motives (its clear you need money) - however there is an email from your company that attempts to portray this increase in fees as being 'good for valued customers', there is a sightly confused post on your website which speaks of simplification while adding complication via FEE credits, there is a seriously huge increase in your charges, and an attempt to rub some vaseline on the butts of existing customers so they smile while getting shafted.

I hate to say it, but its also bad timing to do this, while there are people reporting problems with your platform in terms of withdrawals.

I am in complete agreement with you on the content of the email. It ignored the fee increase entirely and came off as cheap marketing-speak. ICFielder was the first to point this out and as I said in my reply to him, I've raised this issue with our team and will do everything I can to prevent this type of email in the future.

https://bitcointalk.org/index.php?topic=290799.msg8223658#msg8223658