Such slow response on tickets is rather disappointing and frustrating, too. Not the best way to treat active customers, unless you want to get rid of them. Or, tell me, what is the bigger picture of a non-responsive service desk or support?
I read through some of the recent post and find some of the assumed excuses for being silent a bit amusing. All support personal being on vacation? What kind of business does this? If this were actually the case, they could at least (automatically) first answer your ticket with "we need a break, are on vacation, don't hold your breath, but eventually we'll take care of your ticket, aloha!".
I'm fully aware that service desk costs money (personal and time), but a serious business should meet some reasonable SLAs, at minimum don't celebrate the art of silence. And frankly, a customer shouldn't need to guess why they have trouble to respond to tickets in a timely manner.
You can be reliable and trustworthy for years with your business but you can also drive loyal customers away quite fast.
Of course it's not always ideal, but in the past, when I was still using other CEX, Coinbase took 6 weeks to answer my ticket, without resolving the problem for another 3 weeks. Wirex several months, with a support team located in India that didn't give a damn.
Only Binance had reactive support, but that didn't mean that the cases progressed quickly...
So how do you expect eXch, which is only taking 0.5 or 1% on most of their swaps, to offer perfect support when big CEXs such as Coinbase already fail to do so? I say this because in normal circumstances eXch has always replied to me within 2 or 3 days maximum, so if, for example, there's a peak in activity and therefore potential tickets, I'd understand that they could be overwhelmed.
I'm prepared to sometimes have to wait for a ticket to be processed if it gives me access to a swap with no log, no account, no kyc, which supports non-profit projects, and which I know will get back to me sooner or later.
