Such slow response on tickets is rather disappointing and frustrating, too. Not the best way to treat active customers, unless you want to get rid of them. Or, tell me, what is the bigger picture of a non-responsive service desk or support?
I read through some of the recent post and find some of the assumed excuses for being silent a bit amusing. All support personal being on vacation? What kind of business does this? If this were actually the case, they could at least (automatically) first answer your ticket with "we need a break, are on vacation, don't hold your breath, but eventually we'll take care of your ticket, aloha!".
I believe that they have not yet fully resolved the
issue with the ETH node that they had at the beginning of June. (Around that time, NotATether ran a swap on the exch platform)
Of course it's not always ideal, but in the past, when I was still using other CEX, Coinbase took 6 weeks to answer my ticket, without resolving the problem for another 3 weeks. Wirex several months, with a support team located in India that didn't give a damn.
Only Binance had reactive support, but that didn't mean that the cases progressed quickly...
These are all bad habits of other exchanges and should not be an example or an excuse. eXch pretends to become a serious player as an instant exchanger, so far they were on the right track, but the slow response to the customer is not what they should adopt from other big exchanges.