To get it out of the way, I do not agree that it should've taken a journalist to get involved to have this situation solved.
However, I'd like to prompt Hacker News with how would you handle receiving support requests from a product that has >2.7B users. Almost all of which are non-directly revenue generating, across hundreds of different languages, in every conceivable location in the world.
It's an extremely hard problem to solve, but I don't think anyone has got it right. I'll be playing devil's advocate in the comments. Keep me busy for my flights.
But they didn't anticipate that people are not using BTC to buy pizza and a million other things, the great bulk of BTC is being stashed in financial vehicles like ETFs, generating fewer and fewer transactions.
Seems like a doom cycle. Fewer transactions, less profit, fewer miners, slower transactions, less value.....