Coinbase is dealing with real money here. Just on HN today, 30k USD have been locked up. Assuming 50 customers suffer from the same problem and same amount, they locked up 1.5 million USD. Bitcoin's has dropped its value from 1200 to 600 in 2 weeks. Assuming that trend continues, Bitcoin can potentially wipe out half of their customer's money. I know that is just a hypothetical but this is a real possibility.
You cannot excuse yourself for poor customer service just because you are a 'startup'.
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I am aware of everything u said.
Coinbase is dealing with real money here. Just on HN today, 30k USD have been locked up. Assuming 50 customers suffer from the same problem and same amount, they locked up 1.5 million USD. Bitcoin's has dropped its value from 1200 to 600 in 2 weeks. Assuming that trend continues, Bitcoin can potentially wipe out half of their customer's money. I know that is just a hypothetical but this is a real possibility.
You cannot excuse yourself for poor customer service just because you are a 'startup'.