a sell and a buy from two people counts as two trades not one. One sell and one buy, that's simple.
The thing is while you're in the middle of crisis you cannot just look for brightest talent, you just have to cop up with what you got. Maybe they can do better but it's not as simple as you think, they are under huge pressure and I believe they did a great job during last days of huge pump of XRP.
Yes customer service is important but that's not my argument here. They can simply do better but not every company is perfect. All I'm saying is that they don't deserve the critiques they are receiving. They are a revolutionary company and bringing a lot of value to the community. I don't care if they don't send me hi or anything like that.
Their volume is clearly showing they are popular and they have something great on their hands. Is anyone denying that?
Let's also make a difference between poor, good and great companies. Good companies don't see the ways out while great companies benefit from sinkholes and rise higher than they were before. Polo has failed here. Their crisis is around for a long time. What stops the average user from thinking that if Polo wasn't able to take care of their scalability, how can I trust them on the security side? Or on the fairness side?
There's exodus from POlo everywhere I look.
Your quotes:
You can't separate them. Polo is offering a service. All Polo users are customers. Tech and CX need to work hand in hand.
Wrong. This is the most important time where you should acknowledge your limitations and accept where you can't raise the bar to meet the expectations. This is the most important moment to look for help from specialists. Especially when you have the means to do it (brand and finances). If you fail here, you fail bad and have no future. Relying only on what you got is a mistake.
There is no excuse in my books for what is happening with Polo.