It's really easy in all of this to pile a bunch of hatred on Mark Karpeles, but please, everybody remember that he is a human being, with real human emotions, and that those things really do hurt. -- MtGox was (past tense is probably appropriate here, but for the sake of anybody who had coins there, I hope not) a startup that failed spectacularly , and publicly, and took a TON of peoples' money with it. The transacti…
Optimal response: A message to the customers as soon as the issue is noticed: "Due to a technical problem we lost X amount of Bitcoins, which means we currently can't cover all of the deposits. Trading has been disabled while this issue is investigated. [Some external financial company] is in charge of coordinating withdrawals of existing customer funds."
Actual response: Blaming the issue on the Bitcoin protocol. Trading stays active althought the price tanks. Customers can still deposit funds although it's clear that they won't be able to withdraw it. Released announcements try to hide information about insolvency and try to give hope to the customers.
I didn't have any deposits at MtGox. As a customer I would probably have forgiven them losing the funds (if it was a technical issue), but I wouldn't have forgiven them they way how they handle public communication. Such a behavior is not acceptable.