I would caution people against using poloniex. I recently had a locked out email account and went to several exchanges to update my new email address. Mintpal updated my account in less than 2 hours. So far with poloniex it has been 36 hours+ and the reply I got was to check my locked out email inbox for instructions. So let me get this right, >>I am supposed to access a locked out email account to update my email?<< The level of stupid @ poloni support is astonishing. Thanks Angela you are doing a great job over there!
Agreed, terrible and rude support, seems they are doing you a favour letting you use their exchange.
I had very nice experience with support. Angela, in particular, if I remember correctly. Had stuck transaction - resolved in minutes. Sure it's barely comparable to your problem, but I believe support is good in general. That's simply your case is specifically uncommon.