Marco Streng's sincerity among a host of tickets uncared for
I watched the video featuring Genesis Mining CEO Marco Streng reassuring the investors that the miners are doing their job. To show this, he let us in the Enigma facility in Iceland.
What I would like to say here is that I can feel Marco Streng's heart. I can recognize that the miners are mining. The problem is not with the miners working and never being affected by the security breach that happened three weeks ago.
The problem is something else.
First.
The support team does not exist. When they exist, they are often unprepared and respond by providing support that has nothing to do with the issue for which the ticket has been opened. For example, you may tell them that a payment is missing and that it does not depend on the minimum sendable not being reached, and yet they give you the entire list of the coins with the minimum sendable. This is just an example. At times, you have the discomforting feeling that the are not creating a contact. I mean there seems to be no communication.
Plus, they are extremely slow. Not because of the hard period they are going through right now. Very simply, they are slow. Period. And finally, they often pass the ticket on to the IT department, and you're done. You have no contact with the IT staff. The IT people do not exist for you, and you do not exist for the IT people. In sum, you do not exist for anybody.
Second.
The payouts section is very investor-unfriendly. You see a long list of payouts, amassed. They are not arranged into subsections based on the algo purchased and the autotrade opted for. The investor that has invested significantly and decided to diversify by autotrading cannot really have a clear picture of what is going on. He finds an ugly item list where payouts may be missing and not even noticed.
The two problems described are interconnected because if the support is unresponsive or ineffective, then tickets remain uncared for, thus letting issues accumulate in a payouts section which is more and more horrible to deal with.
I personally have numerous tickets which are there, ignored.
What I have just described constitutes the principal untransparency an investor has to cope with when he decides to invest with Genesis Mining.
A security breach and the aftermath aggravate all of this, creating a monstruous payouts section, where bulk and interspersed missing payouts just drive the user crazy.
Imagine you have missing payouts, then bulk payouts appear that comprise only some of the payouts. You can't know what they really cover. All of this untransparency happens in a terrifying list of objects which you have to scroll up and down, frustratingly trying to make sense of it.
This is insane.
A final ESSENTIAL note is that Genesis Mining should treat investors based on the amount invested. Who has invested several thousands of dollars cannot be treated the same way as who has invested a hundred dollars. And yet everybody has the same careless support and the same bad interface.
Marco Streng is definitely sincere. The miners are mining. No doubt about that. But Genesis Mining support is the worst I have ever used, the interface may be a hideous mess, and last but not least all the investors, regardless of the amount invested, are treated the same way.
Genesis Mining has a very long way to go, not in mining, but in offering a valuable support service, a helpful interface, and a differentiation of support based on the amount invested. Without this, an investor feels like he is nothing.
They say they are rebuilding the infrastructure. But I have the feeling the three points illustrated here will just stay the same.
Check my Kaynos, me, a population of cloud mining users, and the untransparent Genesis Mining.
The video featuring Marco Streng is here.