Quote from: BitHodler on November 03, 2018, 11:32:48 PM

Quote from: coolcoinz on November 03, 2018, 06:26:21 PM

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.

The thing isn't really about it being a scam or not, but more so that if they have the time to browse through the forum, which they obviously do, why can't they allocate more time to a better customer support experience?

I get it that they are trying to settle public complaints as soon as possible because of its potential impact, but if they offered better, more efficient customer support, people wouldn't need to complain publicly.

I see it happen with non crypto businesses as well. I had to go public with a complaint about my TV plan before they helped me solve my problem, and that while I was trying to get it solved for nearly 3 whole weeks.

3 weeks of contact did nothing. 1 post in their forum was enough to get a DM from a moderator that fixed the problem right away. Funny aspect of it was how they kindly asked me to delete my post. How sweet.

There are tools to alert about online mentions, so no need to invest too much time in finding these. With that being said, answering support tickets is definitely in a much higher priority for Coinmama.

We really believe customer support is one of the most important things in a customer facing business and we try to give each customer a "wow" impression as we call it

We addressed OP's complaint about bad communication here https://bitcointalk.org/index.php?topic=5051904.msg47013591#msg47013591 so feel free to take a look.

Thanks OP for clarifying this publicly! And thanks all for this discussion. It's indeed an important one.