If they want their reputation back, they need first to delist or update all altcoin wallet on his platform. They need to stop creating trash like Limbo, Lambo, Yo, Yozi, Liza, Lizun, Yobix ...
Crap coins that they create or find are really not the problem.
Just about every exchange has a bunch of crap coins (or coins people think are crap)
Coins with broken wallets are the problem.
The lack of response is the problem.
But, to give them a bit of a fair shake, compared to other bigger exchanges when it comes to withdrawal issues when it comes to the "bigger" coins (BTC / LTC / ETH) and the like they are no worse then most and even better then some. Although they have and do have issues with those coins now and then, they tend to get resolved.
And also, unlike other exchanges they have yet to spring KYC on you AFTER your deposit.
Just my view.
-Dave