I've had a good experience as a customer. On the business side, they've navigated a difficult landscape and gone from zero to printing money in virtually no time. It's hard not to admire that if you're an entrepreneur.
I'll caveat that by saying that if they've managed it via shady practices, then it is not admirable. However, I have only heard rumblings here or there (admittedly, I am not hyper-plugged into the crypto community). But, given the volume they are said to be doing, issues seem far from widespread, relatively speaking.
I may be biased though: I've built and run a business where I've bent over backwards to go well beyond what could be reasonably expected at significant expense to the business, only to have a relative handful of unreasonable people impugn our company and even my personal integrity. It's a constant and these people tend to be very vocal, whereas the hordes of satisfied customers tend to quietly say thank you. So, I tend to filter for that.
As for customer support, their growth was meteoric and I'd expect there to be scaling pains. Customer support in particular is difficult to calibrate from the outset because needs are uneven and also tend to spike around policy changes, etc. You eventually pick up on patterns, learn to identify and develop support for oft-asked questions, etc. Then, you have to hire, develop and communicate processes, etc. Unlike with scaling other processes, the timeline for this is very visible to customers since they are typically waiting on the other end for a response.
I'll caveat that by saying that if they've managed it via shady practices, then it is not admirable. However, I have only heard rumblings here or there (admittedly, I am not hyper-plugged into the crypto community). But, given the volume they are said to be doing, issues seem far from widespread, relatively speaking.
I may be biased though: I've built and run a business where I've bent over backwards to go well beyond what could be reasonably expected at significant expense to the business, only to have a relative handful of unreasonable people impugn our company and even my personal integrity. It's a constant and these people tend to be very vocal, whereas the hordes of satisfied customers tend to quietly say thank you. So, I tend to filter for that.
As for customer support, their growth was meteoric and I'd expect there to be scaling pains. Customer support in particular is difficult to calibrate from the outset because needs are uneven and also tend to spike around policy changes, etc. You eventually pick up on patterns, learn to identify and develop support for oft-asked questions, etc. Then, you have to hire, develop and communicate processes, etc. Unlike with scaling other processes, the timeline for this is very visible to customers since they are typically waiting on the other end for a response.