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Title: Poloniex has issued a new blog about it's support problems Post by: alyssa85 on June 07, 2017, 07:42:06 AM https://poloniex.com/press-releases/2017.06.07-Improving-Our-Support-Capacity/
Quote Withdrawals/Awaiting Approval We are legally required to know the identity of our users and to maintain strict controls over how funds leave our platform. In addition, our auditing system flags for specific activity to ensure the safety of your funds. While we cannot reveal precisely what triggers such flags without compromising the integrity of the system, we want to highlight how our efforts to keep our platform safe and secure can degrade the user experiences at times. For example, when our system flags an activity as suspicious, the ensuing investigation and resolution usually requires human intervention, which takes some time. As we gain more users, they naturally trigger more flags that require more of these slow human interventions, so more human resources are required to handle the volume. Automation here is tempting to rush, but difficult to get right. Large financial institutions have spent years fine-tuning these functions. Our rapid growth does not permit us that luxury, but we can learn lessons from their operational successes. As we improve our support more generally, we can address these tickets faster. Users should start noticing incremental advances in the coming weeks. As we implement these changes, we encourage our users to be patient and not submit repeat tickets. The vast majority of our open tickets consist of duplicates. Submission of repeat tickets only increases our backlog and does not get your ticket reviewed faster. Manual effort must be expended to identify, match, and consolidate tickets to ensure the issue has been addressed. Repeat submission needlessly slows resolution not only of your ticket, but of all other outstanding tickets. They've also closed their troll box and assigned all the trollbox moderators to helping clear their support ticket backlog Title: Re: Poloniex has issued a new blog about it's support problems Post by: mamaya on June 07, 2017, 07:46:17 AM https://poloniex.com/press-releases/2017.06.07-Improving-Our-Support-Capacity/ Quote Withdrawals/Awaiting Approval We are legally required to know the identity of our users and to maintain strict controls over how funds leave our platform. In addition, our auditing system flags for specific activity to ensure the safety of your funds. While we cannot reveal precisely what triggers such flags without compromising the integrity of the system, we want to highlight how our efforts to keep our platform safe and secure can degrade the user experiences at times. For example, when our system flags an activity as suspicious, the ensuing investigation and resolution usually requires human intervention, which takes some time. As we gain more users, they naturally trigger more flags that require more of these slow human interventions, so more human resources are required to handle the volume. Automation here is tempting to rush, but difficult to get right. Large financial institutions have spent years fine-tuning these functions. Our rapid growth does not permit us that luxury, but we can learn lessons from their operational successes. As we improve our support more generally, we can address these tickets faster. Users should start noticing incremental advances in the coming weeks. As we implement these changes, we encourage our users to be patient and not submit repeat tickets. The vast majority of our open tickets consist of duplicates. Submission of repeat tickets only increases our backlog and does not get your ticket reviewed faster. Manual effort must be expended to identify, match, and consolidate tickets to ensure the issue has been addressed. Repeat submission needlessly slows resolution not only of your ticket, but of all other outstanding tickets. They've also closed their troll box and assigned all the trollbox moderators to helping clear their support ticket backlog Oh wow I always thought the trollbox was such a waste of space on their website for all except communicating with the moderators who seemed to be the only ones to help resolve problems in the current poloniex support crisis. I think they made the right decision here and I have a lot more respect for them trying to get their house in order rather than leaving it a mess. Title: Re: Poloniex has issued a new blog about it's support problems Post by: Strongkored on June 07, 2017, 08:34:23 AM Trollbox is not to important for me, but just so a little less interesting his website, but my concern is withdrawal that takes a long time in waiting approval.
Title: Re: Poloniex has issued a new blog about it's support problems Post by: cabin on June 07, 2017, 04:20:45 PM Trollbox is not to important for me, but just so a little less interesting his website, but my concern is withdrawal that takes a long time in waiting approval. This is a great development actually and they are suppose to have done this for a long period of time. I tried to check your source of information at https://poloniex.com/press-releases/2017.06.07-Improving-Our-Support-Capacity but too heavy for my internet speed. I just hope my ticket can be answered quickly now. Title: Re: Poloniex has issued a new blog about it's support problems Post by: airdata on June 08, 2017, 02:31:20 AM yeah trollbox just give a site lag like snail, now moderator move to support ;D hope can Fix the problem
Title: Re: Poloniex has issued a new blog about it's support problems Post by: richsoon on June 08, 2017, 02:33:14 AM It seems no matter what they do there will be controversy, a lot of people are upset at poloniex for closing its trollbox but a lot of people hated it too. At the end of the day if closing it and focusing on support tickets doesn't yield results then people will flock more and more to other exchanges.
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