I know one of the unique features that bcnex plans to implement is is an excellent customer support service which I know would be very useful for the project. It's true most global exchange have difficulty managing their customers requests, this is clearly because of the large customer base they have. I do hope that bcnex would be different and find a way to manage their customers requests excellently.
I don’t know the reason but it seems when project grow, they forget they have to attend to a growing novice community that’s interested in them. Maybe the get preoccupied with bigger jobs, but they should have somebody do every job.