Antwort auf: Ist Keepkey pleite gegangen oder wurde geschlossen?
It is unfair to describe my post as „FUD“. Let’s look at what I experienced:
1. Support tickets / emails not responded to over 6 day period (apart from automated response).
2. Phoneline has automated messages. No calls returned.
3. LinkedIn message not responded
4. Last blog post on Keepkey website dated 17/4/17
5. Last blog post on Multibit HD website 18/11/16
6. Main website says Keepkey out of stock with no updates on whether this would likely change.
7. Numerous posts on social media from people saying that they have not heard back from support
Given the above I really don’t think it would be unreasonable to assume that the company is not operational or at the very best is in „hibernation“ mode. Now for many small tech startups this is not particularly problematic as the software being provided has a peripheral impact on people’s actual lives. Unfortunately in this case Keepkey is in the business of providing software for value storage so the issue of robust and timely support and constant communication with its customers is 100% key to maintaining trust around the product.
As a non-technical person I had to go on a steep and stressful learning curve to move BTC once the Multibit HD wallet/KeepKey stopped working normally. I received absolutely no support from Keepkey. Thankfully I was able to load old versions of the wallet etc. so the issue is now resolved and BTC has been moved. However I have no trust that Keepkey is fully operational and able to support customers in the very sensitive area of value storage so reluctantly I can’t use their products anymore.
Finally, if Keepkey is actually still running then I would strongly recommend management find an intern or other freelancer to properly update blogs/website/twitter/facebook etc. and to at least organise update emails / blog posts if there is a temporary issue with their support operation. A wall of silence is unacceptable. In this area trust is won with difficulty and lost in no time at all.
This issue has unfortunately raised a major problem for me around long-term cold storage of BTC using digital wallets/signing devices as it’s clear to me that you need to be constantly checking whether the startup small companies behind products such as Keepkey or Trezor are actually able to support their operations and customers beyond a timeframe of just a few months.
I hope this post has been helpful and that the management of Keepkey (if it still exists) might take something from this.