If you've had to interact with Customer Service on Poloniex lately you've come to see that waiting for a response from them is like waiting for the seasons to change. They both come about very slowly and with little fanfare.
Poloniex has recently added a lot more customer service Reps and they closed down the Troll Box in order to allocate those resources to customer service issues. So they know there is a problem and they are trying to fix it. But, here's a couple things you can do to get your question answered as quickly as possible.
First of all, after you open a ticket, make sure you come back and check it every day. It's very possible for them to respond to your ticket but for you not to know about it. It can be because their response email ended up in your spam folder, or it just never went out in the first place. More than once I've been surprised to see a response on my ticket with no associated response via email.
Secondly, and most importantly, make sure that you "reactivate" your ticket every time you provide a response. When Poloniex responds to your ticket with something that requires feedback from you, you can't just answer the question. You have to answer the question and toss the ball back in their court. You do that by going to the right hand side of your ticket, answering any additional questions there (even if they've already been answered) and then most importantly click on the "Update" button on the bottom of that form.
In the image to the left you can see it says "Awaiting your Reply". We'll I have already replied to their question and in fact I already uploaded the new photo they were waiting for. But until I click on "Update" on the right, it won't put my question back into the "active" queue.
In fact, if you don't click update, it will sit inactive for up to 60 days. If I never hit "Update" in that 60 day period, eventually your ticket will just get closed out as "Inactive".
Sometimes the "Update" button is grayed out. If so just use the dropdown menus on the questions above it to make sure you have a selection picked for each section.
Once the button becomes active, click Update and you should see the status on that page change from "Awaiting your Reply" to "Being Processed". Once you get your ticket status back to "Being Processed" they will often respond in 3-5 business days.
If it takes longer, just hold on, they will get to it, but at least when it is "Being Processed" you know you are back in the queue and you'll eventually make it to first in line.
The image on the Left is how you want to see your ticket when you are done with your response.
Poloniex has recently added a lot more customer service Reps and they closed down the Troll Box in order to allocate those resources to customer service issues. So they know there is a problem and they are trying to fix it. But, here's a couple things you can do to get your question answered as quickly as possible.
First of all, after you open a ticket, make sure you come back and check it every day. It's very possible for them to respond to your ticket but for you not to know about it. It can be because their response email ended up in your spam folder, or it just never went out in the first place. More than once I've been surprised to see a response on my ticket with no associated response via email.
Secondly, and most importantly, make sure that you "reactivate" your ticket every time you provide a response. When Poloniex responds to your ticket with something that requires feedback from you, you can't just answer the question. You have to answer the question and toss the ball back in their court. You do that by going to the right hand side of your ticket, answering any additional questions there (even if they've already been answered) and then most importantly click on the "Update" button on the bottom of that form.
In fact, if you don't click update, it will sit inactive for up to 60 days. If I never hit "Update" in that 60 day period, eventually your ticket will just get closed out as "Inactive".
Once the button becomes active, click Update and you should see the status on that page change from "Awaiting your Reply" to "Being Processed". Once you get your ticket status back to "Being Processed" they will often respond in 3-5 business days.
If it takes longer, just hold on, they will get to it, but at least when it is "Being Processed" you know you are back in the queue and you'll eventually make it to first in line.The image on the Left is how you want to see your ticket when you are done with your response.
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ReplyDeletemy poloniex support ticket was created Dec. 11, 2017 and its been 2 months and no reply:( Poloniex are scammers.. no one should have to wait longer than 48-72hrs to get a reply... I don't understand.. The only thing that makes sense is that they stole my money and everyone else that is dealing with the same issue..
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