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Coinbase Users Say Crypto Start-Up Ignored Their Pleas for Help

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“Coinbase, by going public and being subject to greater regulatory oversight, is moving more into the light where there is, or will be, greater visibility and comfort,” she said.

One of Coinbase’s most frustrating aspects, some users said, is that a real person does not appear to be reading their complaints.

“There’s nobody on the other side,” said Cheryl Hung, a marketing consultant in Los Angeles.

Ms. Hung said she and her fiancé, Paul Hwang, started investing in cryptocurrencies in 2019 and picked Coinbase because it was a “big, reputable company” with security. But in January, someone stole $26,000 of cryptocurrencies from their account. They said they did not have any idea of how that happened.

“We just lost all the money we could have been using to work on a house or move our life forward,” Mr. Hwang said.

The couple asked Coinbase for help, but they said they received perfunctory email responses. Trying Coinbase’s phone line got an automated response. After The Times inquired about their case, Ms. Hung said they got another email from the company with more information about their account.

Coinbase said real customer support agents respond to inquiries.

For most Coinbase users, legal recourse is also limited. Under the company’s terms of service, users agree to settle disputes through private arbitration or small claims court, rather than pursuing a class-action lawsuit.

That did not deter Mr. Pierre from suing. Mr. Pierre, who worked for Coinbase between 2017 and 2018, said he initially found the decentralized format of digital currencies “exciting.” But after he lost his Coinbase savings, he said he saw the value in traditional, regulated institutions like banks to fall back on “for times like this.”

“I’m less excited now,” he said.

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How China’s Outrage Machine Kicked Up a Storm Over H&M

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Squirrel Video, a Weibo account dedicated to silly videos, shared the Communist Youth League’s original post on H&M with its 10 million followers. A gadget blogger in Chengdu with 1.4 million followers shared a clip showing a worker removing an H&M sign from a mall. A user in Beijing who posts about television stars highlighted entertainers who had ended their contracts with Adidas and other targeted brands.

“Today’s China is not one that just anyone can bully!” he wrote to his nearly seven million followers. “We do not ask for trouble, but we are not afraid of trouble either.”

A fashion influencer named Wei Ya held a live video event on Friday hawking products made with Xinjiang cotton. In her Weibo post announcing the event, she made sure to tag the Communist Youth League.

By Monday, news sites were circulating a rap video that combined the cotton issue with some popular recent lines of attack on Western powers: “How can a country where 500,000 have died of Covid-19 claim the high ground?”

One Weibo user posted a lushly animated video that he said he worked through the night to make. It shows white-hooded men pointing guns at Black cotton pickers and ends with a lynching.

“These are your foolish acts; we would never,” a caption reads.

Less than two hours after the user shared the video, it was reposted by Global Times, a party-controlled newspaper known for its nationalist tone.

Many web users who speak up during such campaigns are motivated by genuine patriotism, even if China’s government does pay some people to post party-line comments. Others, such as the traffic-hungry blog accounts derided in China as “marketing accounts,” are probably more pragmatic. They just want the clicks.

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NFTs Are Neither Miracles nor Scams

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Perhaps you find this confusing or silly. Push that aside for a minute.

Mostly, my beef about NFTs is how people, particularly those who live and breathe technology, talk about them and other emerging companies or concepts including the blockchain, the audio chatroom Clubhouse and ultra fast trains.

Almost immediately, people sort themselves into camps to declare that THIS WILL CHANGE THE WORLD or it’s TOTAL CODSWALLOP THAT WILL RUIN EVERYTHING. We would all benefit from more breath and less breathlessness.

In life, most things are neither glorious revolutions nor doom. And behind most novel ideas is often the possibility of something useful. The trouble is that hyperbole and greed often make it hard to sort the glimmers of promise from the horse manure. So let’s take a step back.

The purported big idea behind NFTs, as Kevin and Charlie Warzel, my colleague in Opinion, each explained this week, is to tackle a problem that the internet created. With sites like YouTube and TikTok, anyone now has the power to make music, a piece of writing, entertainment or another creative work and be noticed. But the internet has not really fulfilled the promise of enabling the masses to make a good living from what they love.

NFTs and the related concept of the blockchain hold the promise to, in part, give people ways to make their work more valuable by creating scarcity. There is promise in letting creators rely less on middlemen including social media companies, art dealers and streaming music companies.

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What We Got Wrong About Uber and Lyft

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What went wrong? Gregory D. Erhardt, who analyzes transportation modeling systems at the University of Kentucky, told me that the companies and some transportation experts misjudged how the ride services would be used.

The theory of on-demand rides was that they would be like carpooling. As people drove to work, they’d pick up an extra person or two along the way — and some money, too. But Uber and Lyft turned out to be more like taxis.

Uber and Lyft, as they expanded, focused on dense urban areas, where there were plenty of potential drivers and riders. But even there, drivers spend a large percentage of their working hours roaming around without fares and clogging the streets, Dr. Erhardt said. The combination of all of these factors was more miles driven in many large and midsize cities. (Dr. Erhardt and his colleagues are soon publishing additional research into the effects of ride-hail services in about 250 U.S. metropolitan areas.)

Dr. Erhardt and I talked over three lessons from this misjudgment. First, Uber and Lyft need to share their data so that cities can understand the services’ impact on the roads. Second, public officials need to steer transportation policy to encourage helpful behaviors and limit destructive ones. And third, new technology needs guardrails in place — and maybe those need to be established before its impact is obvious.

The first point is that Uber and Lyft, which tend to keep certain information such as where people travel and idling times secret, need to share information with cities and researchers. “Cities are pushing hard and have a strong case that we should be able to use this data for planning and research purposes,” Dr. Erhardt said.

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