There are some platforms that are really good and has every features you will ever need, but their only problem will be the support team, although they are not scam, but due to the poor support people will start to believe that they are scam.
Ive experienced that before, a good exchange but you will find it difficult in reaching out to their customer support because they never get to reply. Best thing to do is to abandon them and look for another exchange. Some of them do have a responsive support, but they are never able to solve your problem.
Necessity of good and active support is mandatory for every business and you cannot be sure when you will be needing an active support from your exchange. I have been into crypto space for more than five years and in this five years I have rarely contacted support of my exchanges like just 2 to 3 times only. I mean to say when you are with a very good exchange then you will rarely need to contact their support. Also, it does not mean you do not need to measure an exchange in terms of their customer support activity.
Each and every aspects should be up to our satisfactory level so that we can conclude an exchange as a good exchange. But we cannot be sure that a good exchange will remain good for all the times. At the same time we cannot go for analysis each time before we start a new trade.
Staying well aware of this community opinion is the only solution in front of us to deal with a good exchange continuously.