That's how support should work. They found your post and responded on the forum. They didn't have to know about it, because it was in the beginners & help section, instead of service discussion or scam accusations, and made sure it was handled in the right way. I wish all exchanges worked like that.
does that mean that all exchanges would have to have officials to go do research on Google to see if there are scam accusations against them? this would be very strange because if some exchange does this, then they know they are ignoring the support tickets and to stifle the case they look at google if someone is telling the world what they are doing and with that they run to clean the image of them. this is bad
No, there's no such need or obligation, but I'm appreciating that they are doing it and finding time to respond. The ticket should be taken care of first, but in this case it was. The client felt like it wasn't so he came here to complain and they followed him to answer, which helped solve the case and put him at ease. I fail to see bad practices here.