The problem with exchanges is that at the very beginning they seem all fine, but after a while when users start to accumulate and the exchange operators get cocky, they'll stop caring about their users and end up just like any other exchange with loads and loads of complaints. I'm glad that I am using a local exchange service currently, especially with support in mind. If there is a problem or you have a question about something, they'll respond in an hour or so during business hours. The smaller the service is the more it respects its customers, which applies to any business regardless of the industry they operate it.
That's right, many exchanges have difficulty handling the number of customers, if the exchanges have millions of customers which takes time and great service will prove the best exchange. Being number 1 in volume (
https://coinmarketcap.com/exchanges/volume/24-hour/) doesn't mean become the best exchange as people have their own judgment based on experience and their needs to trade or support a certain currency/bank, whatever. But for now, people attracted to Binance and become option number 1 to trade.
this is too exaggerated, binance killer, LoL
