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RE: Poloniex put out a press release about their poor performance lately - I call bullshit
I believe the amount of resources they have (e.g. money) would allow them to take care of this a lot faster. Some are tougher than the other like scalable software as you mentioned but c'mon, some customer facing processes take 1 week to setup: like a CS team that responds to customers in an hour instead of 1 week.
And it's not like they have to invent the wheel or something, it's not a difficult thing to accomplish, there are many other exchanges out there doing it right.
Absolutely, I agree! I think a lot of companies discount the value of good customer service! And I think that's a big mistake.