poloniex drama? is it going to scam?

I am afraid from poloniex drama. They have very weak or you can say pathetic customer support service. Many people (including few of my friend) are waiting for more than 10 to 15 days for their support tickets to reply. Some people are missing with their deposits, some are with withdrawl. I don't know whats the problem but this is crating chaos among the users and this will force the users to stop using the poloniex exchange and start some other like bittrex etc.

What they should do?
First and most importantly they have to improve their customer support and solve the porblems. When they are with the contact with customers most of the problems will be solved. Also they should introduce new coins to their exchange which will allow the customers flexibility to trade with more coins and have more profit.