I have started many businesses in the past, and run many now. The key to success in business has been good customer communication.
Especially when things go wrong. And things do go wrong, especially in the Crypto Industry.
Back on the 10th November BTC blockchain was spammed, to an extent that caused a backlog of transactions. This prevented many payments being processed. S**t happens, but the way it is dealt with reflects good or bad on a business.
One of these prime examples is the poor handling of customers, on Liqui.io. It is either they do not have a support team, or the support team are very overwhelmed and have no processes set by management to deal with the unexpected.
Being a customer of liqui.io, I sent BTC from the exchange to another account during the above mentioned period. Yet to date (12 days currently) has been stuck in processing with no TXT id produced.
Like any normal customer, I raised a Ticket on the 10th of November and requested some assistance.
According to their site , there is a 72 hour response time. I was a bit impatient, I chased the next 2 days, as I not even had an automated response. But then I decided to wait patiently at least another 48 hours, then send another message mentioning their promised service level.
Then finally a response:
So I was like, ok maybe they have been very busy. So I waited 24 hours, then sent:
Maybe they had no luck for whatever reason, but they could not explain or bother letting me know.
Quite annoyed with the lack of transparency or response, I wrote a formal email putting them on notice:
Still, haven't heard back. So started wondering are they scam? The weird thing is I was able to withdraw Ethereum instantly, but all BTC transactions are stuck processing till this day:
So where else am I to go - Social Media. First checking who else maybe have been affected, and there was others in the same unfortunate situation:
I am not saying that Liqui.io is a scam, but if Management decided to template an email for the support team, explaining the internal or external delays that might have occurred, and also give an estimated timescale for resolving.
It would have been faster for them to deal with and show that there are people behind the scenes, who care enough about their business.
Before this, I was quite happy with the services provided, eagerly awaiting their Margin/Lending Features. But the lack of support, can knock the confidence even for the greatest of supporters.
Am I wrong in this Judgement? Have any of you guys experienced the same?