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.
I think I know parts of service desk business a bit, been there, seen a few things. It's a business decision how you need or want to run your service desk and how many tickets you expect to get. If you offer a service, of course you're dependent how smooth your service runs. On bumpy roads, expect way more tickets to shake loose.
If exceptional things happen, you likely have to adapt or you risk drowning in tickets which doesn't make anyone happy, not the customers, not the poor service desk and business fellows.
There's rarely a perfect support, except if a business wants to surpass competitors or bind customers "at all costs". Mostly only very big business can afford such a strategy. Amazon is probably an example. On the other hand, what they invest in good support, they squeeze out in other parts of their business, employees pay their price. I digress...
Personally, I can accept somewhat slow progress with support if there're understandable reasons, when I know it's likely a small support team, a smaller business and the current misery isn't systematic, they might be caught by some surprising issues. What I don't want and like to accept is what I call "the art of silence", non-responsive no-action at all for unbearable periods of time. There's no excuse for that!
If you're drowning in tickets, you should still have the decency to send out semi-automated responses, giving the customer at least a little bit the impression that his issue isn't completely lost. I won't have this impression when there's no response for weaks, period!
It may sound funny, but really, I can wait if I know I'm slowly progressing to the point where a decent human takes care of my ticket and hopefully resolves it in a constructive way or to my satisfaction. I'm willing to be patient, but only if I know that within somewhat reasonable time, my ticket will be definitely being worked on. A few waterlevel pings can do magic. YMMV!
