Poloniex Ticket number order and resolution time

[Renji Abarai]

The number of tickets...

There are about 60k users everyday on Poloniex.
So obviously... Obviously they just can't solve 10k tickets everyday

You imagine? 10k tickets EVERY DAY?

I'd say your ticket will be answered more likely if:
-You're an old user
-you trade a lot so generate lots of fees
-you haven't oppened too much tickets already

You have a point here, and also the number 3 statement is so true. How many of the ticket are duplicate/followup complain? it adds to the bulk of complain to be processed and lessen the time to attend more clients. Also, I hope Polo can do something about this lag, it tarnish your costumer services.

[rfripp]

#228191 Withdrawal Issue - 9 Days - no reply
#245872 Awaiting Aproval since 240hs and 180hs - 3 Days - no repply
#250193 Cashouts awaiting approval since 14 days - 2 Days - no repply

[mitkos1]

- 172243  - 7 hours withdrawal issue I got a response 25days ago, they will get back ASAP. - They done nothing to your ticket...they fixed something that allowed fix credits

NO idea what you are talking about. My ticket was assigned to an agent after I talked to the verification agent via skype. And it is 29 days and 7h+

The number of tickets...



I'd say your ticket will be answered more likely if:
-You're an old user
-you trade a lot so generate lots of fees
-you haven't oppened too much tickets already

None of this is true.

There is a huge influx of new traders on one side and regulations/security on the other side. Its 2013 all over again. Been there done that...

[Wolf Rainer]

#244943 Account Frozed, 19 June.

Ticket solved after almost 4 days.

[mOgliE]

- 172243  - 7 hours withdrawal issue I got a response 25days ago, they will get back ASAP. - They done nothing to your ticket...they fixed something that allowed fix credits

NO idea what you are talking about. My ticket was assigned to an agent after I talked to the verification agent via skype. And it is 29 days and 7h+

The number of tickets...



I'd say your ticket will be answered more likely if:
-You're an old user
-you trade a lot so generate lots of fees
-you haven't oppened too much tickets already

None of this is true.

There is a huge influx of new traders on one side and regulations/security on the other side. Its 2013 all over again. Been there done that...

Lol. It doesn't change anything.
I'm still sure what I said is applied, even strictlier because of the numerous new users.
What do you believe? That they take the tickets randomly?

No, they resolve the tickets of their best customers first, of those who don't complain too much, of those who used their service for a long time.
Seems logical from a business perspective.

[Goaheadz]

Well, i have the same problem Wolf had, but my ticket number is 236183..older.
Wolf was able to get an agent and problem solved in 4 days...I am still waiting for 7 days now.

I am starting to agree that they dont care about ticket order.

Wolf, did you had 2FA enabled in your account? Are you tier 1 ,2 3 etc?

Having to check everyday for freshdesk reply is just pain, plus seen that i am losing money everyday
I will soon get out for vacation...with limited or no internet access..what will happen then, if i get an answer from agent, but i dont reply to him? Go back to the end of the line?

dammit
G.

[yefi]

Lol. It doesn't change anything.
I'm still sure what I said is applied, even strictlier because of the numerous new users.
What do you believe? That they take the tickets randomly?

No, they resolve the tickets of their best customers first, of those who don't complain too much, of those who used their service for a long time.
Seems logical from a business perspective.

I certainly hope so, as I fall squarely into that category.

p.s. Stick with 'more strictly' to avoid stares

[mOgliE]

Lol. It doesn't change anything.
I'm still sure what I said is applied, even strictlier because of the numerous new users.
What do you believe? That they take the tickets randomly?

No, they resolve the tickets of their best customers first, of those who don't complain too much, of those who used their service for a long time.
Seems logical from a business perspective.

I certainly hope so, as I fall squarely into that category.

p.s. Stick with 'more strictly' to avoid stares

Thanks for the Grammatical tip :p

It's just obvious logic:
-They have too much tickets, they can't solve everything
-They have to decide who they'll let rot until the end of times

When you're a company, if you have to chose and help only 10% of your customers... Who are you going to help?
The little bugger who bought one pencil in 3 years?
Or the polite guy who complains for the first time even though he bought 3 cars this month already?

[Goaheadz]

Thanks for the Grammatical tip :p

It's just obvious logic:
-They have too much tickets, they can't solve everything
-They have to decide who they'll let rot until the end of times

When you're a company, if you have to chose and help only 10% of your customers... Who are you going to help?
The little bugger who bought one pencil in 3 years?
Or the polite guy who complains for the first time even though he bought 3 cars this month already?

And you are ok with this (your opinion of course)?
So, they will only fix the "whales" problems and the others will have no access to their money in years?
It doesn't mater if you have a cent or millions...cause millions of users with just 1dollar each, its still milllions of dollars.

Hundreds of costumers doing law suits against Polo is pretty dangerous
Millions of costumers upset, spreading the bad news, bad opinions all over the place, websites etc etc is problematic...Its causes panic and costumers will move to other exchanges (whales and others).
No new users will create account there.

To kill a company reputation 10% of opinions may not be enough...but the remaining 90% make more noise for less money.

So i have 2 BTCs looked in my account...for me thats alot of money....so i just need to wait that BTC gets to 1million dollars each so i can re-gain access to account?
Then i will be considered as a whale, or by that time my account would have disappeared...shame shame shame.

Lets keep hope.
In Polo i trust...for Now.
G.

[Goaheadz]

- 146059 - BTC Withdrawal - 40 Days
- 169312 - Fail transfer LTC 22-05-2017 - 31 days
- 171378 - Withdraw BTC awaiting - 24 Days
- 172243  - 7 hours withdrawal issue I got a response 26days ago, they will get back ASAP.
- 185216 - Withdrawal Frozen Account - Created on Tue, 25 days
- 213847 - June 9th - 14 days
- 214680 - June 10th : No reply yet - 15 days
- 229146 - being processed since 12th June 2017,11 days
- 230270 - June 13th - 10 days
- 236183 - 16 June 4:57PM - being processed - Never received feedback - 7 Days
- 237096 - 17 June 12:00AM - being processed - Never received feedback - 6 Days
- 238178 - being processed since 17th June 2017, 6 days
- 244943 - 19 June -  being processed - Never received feedback - 4 Days
- 245872 Awaiting Aproval since 240hs and 180hs - 3 Days - no repply
- 246100 - less than 6h my account was correctly credited - ticket is still in the "being processed"
- 250193 Cashouts awaiting approval since 14 days - ticket 2 Days - no repply
- 252855 - 2017-06-22 13:06 GMT - Failed ETH withdrawal of 6.7 ETH - "Being Processed since 23 hours 57 minutes" - I got a reply - Maybe an automatic reply
- 255805 - Since June 22th
- 258922 - 2017-06-21 13:16 GMT - Complaint about my other ticket getting ignored - "Being Processed since 11 minutes 7 seconds" - NO reply





- There where 98884 tickets opened last 40 days ago
- Longest waiting ticket is 40 days old
- More then 1000 tickets are created per day
- In the last 4 days, more then 2100 tickets where created per day
- We can still say...for now... that tickets are being solved by order of ticket number.
- I am sure that we can assume at least 3 tickets average per person..around 32000 tickets to be solved by support

40 days waiting...wow...
We need feedback from someone with ticket number saying it was solved after xx days!

[yefi]

- 258922 - 2017-06-21 13:16 GMT - Complaint about my other ticket getting ignored - "Being Processed since 11 minutes 7 seconds" - NO reply

Folk keep doing this, but it's not going to get their query solved any faster. All it does is create duplication and increase the backlog.

[mitkos1]

- 172243  - 7 hours withdrawal issue I got a response 25days ago, they will get back ASAP. - They done nothing to your ticket...they fixed something that allowed fix credits

NO idea what you are talking about. My ticket was assigned to an agent after I talked to the verification agent via skype. And it is 29 days and 7h+

The number of tickets...



I'd say your ticket will be answered more likely if:
-You're an old user
-you trade a lot so generate lots of fees
-you haven't oppened too much tickets already

None of this is true.

There is a huge influx of new traders on one side and regulations/security on the other side. Its 2013 all over again. Been there done that...

Lol. It doesn't change anything.
I'm still sure what I said is applied, even strictlier because of the numerous new users.
What do you believe? That they take the tickets randomly?

No, they resolve the tickets of their best customers first, of those who don't complain too much, of those who used their service for a long time.
Seems logical from a business perspective.

I'm a Polo user since early 2014.
During this time I opened 4 tickets, 3 of them regarding level verification.
I never doubled my last ticket even after almost a month without an answer.
And I'm stuck with...let's just say a lot of money on that last ticket.

So, how come I don't qualify as a good customer?

[TimBain]

Is there a support email for Polonex?
I can't login and when I try to reset my password I get no email most of the time, but when I do it has a link to the reset password page I just used.
Of course I can't raise a ticket because I'm not logged in.

I just had to create a new account here as this forum told me it had sent emails but hadn't , then told me that my username was taken but when I used it to reset password....this username doesn't exist!

Any help would be appreciated. 👍🏻

[AltCoin555]

Not a big btc customer and account was frozen for a long time. Ticket 185216 has just been resolved after 26 days waiting. Looks like they are actually getting thru the tickets, so patience is needed.
 

- 146059 - BTC Withdrawal - 40 Days
- 169312 - Fail transfer LTC 22-05-2017 - 31 days
- 171378 - Withdraw BTC awaiting - 24 Days
- 172243  - 7 hours withdrawal issue I got a response 26days ago, they will get back ASAP.
- 185216 - Withdrawal Frozen Account - Created on Tue, 25 days RESOLVED
- 213847 - June 9th - 14 days
- 214680 - June 10th : No reply yet - 15 days
- 229146 - being processed since 12th June 2017,11 days
- 230270 - June 13th - 10 days
- 236183 - 16 June 4:57PM - being processed - Never received feedback - 7 Days
- 237096 - 17 June 12:00AM - being processed - Never received feedback - 6 Days
- 238178 - being processed since 17th June 2017, 6 days
- 244943 - 19 June -  being processed - Never received feedback - 4 Days
- 245872 Awaiting Aproval since 240hs and 180hs - 3 Days - no repply
- 246100 - less than 6h my account was correctly credited - ticket is still in the "being processed"
- 250193 Cashouts awaiting approval since 14 days - ticket 2 Days - no repply
- 252855 - 2017-06-22 13:06 GMT - Failed ETH withdrawal of 6.7 ETH - "Being Processed since 23 hours 57 minutes" - I got a reply - Maybe an automatic reply
- 255805 - Since June 22th
- 258922 - 2017-06-21 13:16 GMT - Complaint about my other ticket getting ignored - "Being Processed since 11 minutes 7 seconds" - NO reply

[Goaheadz]

Is there a support email for Polonex?
I can't login and when I try to reset my password I get no email most of the time, but when I do it has a link to the reset password page I just used.
Of course I can't raise a ticket because I'm not logged in.

I just had to create a new account here as this forum told me it had sent emails but hadn't , then told me that my username was taken but when I used it to reset password....this username doesn't exist!

Any help would be appreciated. 👍🏻

For Support from Poloniex, you must use poloniex.freshdesk.com
User name and password is not the same as poloniex.com. You must create a new user for freshdesk.

Regarding emails...look at you junk directory at mailbox..sometimes mails dont get into inbox listing.

Altcoin555,

Glad to ear things got solved for you...26 days...thats to much..but at least its getting solved.
Have to wait another 51000 tickets till they get to my issue.

Best regards
G.

[bitwarrior]

- 146059 - BTC Withdrawal - 40 Days
- 169312 - Fail transfer LTC 22-05-2017 - 31 days
- 171378 - Withdraw BTC awaiting - 24 Days
- 172243  - 7 hours withdrawal issue I got a response 26days ago, they will get back ASAP.
- 185216 - Withdrawal Frozen Account - Created on Tue, 25 days
- 213847 - June 9th - 14 days
- 214680 - June 10th : No reply yet - 15 days
- 229146 - being processed since 12th June 2017,11 days
- 230270 - June 13th - 10 days
- 236183 - 16 June 4:57PM - being processed - Never received feedback - 7 Days
- 237096 - 17 June 12:00AM - being processed - Never received feedback - 6 Days
- 238178 - being processed since 17th June 2017, 6 days
- 244943 - 19 June -  being processed - Never received feedback - 4 Days
- 245872 Awaiting Aproval since 240hs and 180hs - 3 Days - no repply
- 246100 - less than 6h my account was correctly credited - ticket is still in the "being processed"
- 250193 Cashouts awaiting approval since 14 days - ticket 2 Days - no repply
- 252855 - 2017-06-22 13:06 GMT - Failed ETH withdrawal of 6.7 ETH - "Being Processed since 23 hours 57 minutes" - I got a reply - Maybe an automatic reply
- 255805 - Since June 22th
- 258922 - 2017-06-21 13:16 GMT - Complaint about my other ticket getting ignored - "Being Processed since 11 minutes 7 seconds" - NO reply





- There where 98884 tickets opened last 40 days ago
- Longest waiting ticket is 40 days old
- More then 1000 tickets are created per day
- In the last 4 days, more then 2100 tickets where created per day
- We can still say...for now... that tickets are being solved by order of ticket number.
- I am sure that we can assume at least 3 tickets average per person..around 32000 tickets to be solved by support

40 days waiting...wow...
We need feedback from someone with ticket number saying it was solved after xx days!

- 146059 - BTC Withdrawal - 43 days 17 hours.. just WOW.

[PontiacGTX]

My ticket  was solved in 5days

[Zied RF]

Hello ,
My ticket number #226395 is Being Processed since 15 days and no answer yet 
i'am waiting for my ETC to show in my balance (1.69 ETC) 

[AltCoin555]

So it looks like they are handling some tickets out of the order we are expecting.

Goaheadz, good job on this thread, please keep the list managed so people are informed.

[Kanki]

#252867 Awaiting Approval - June 21. Approved June 28.