- Crypto.com CEO apologizes for poor customer service.
- Kris Marszalek announces onboarding new staff to address the problem.
- Users have shared their customer service nightmares.
During the brutal crypto winter, Crypto.com has faced severe problems. As a response to the downturn, membership perks were slashed and 40% of its workforce was laid off, indicating that the company has been operating on a skeleton staff ever since. Throughout this period, users have continued to share their customer service frustrations, including unacceptable wait times and, in some cases, a complete lack of response.
Crypto.com CEO Kris Marszalek apologized for problems experienced by users in a recent 𝕏 post and announced the hiring of additional staff members to handle the surging volume of inquiries.
Crypto.com Tackles Problems Head On
Marszalek’s 𝕏 post apologized for Crypto.com’s customer service problems, stating that the company has hired 480 new customer service reps to deal with the increased volume of inquiries as crypto markets pick up.
However, Marszalek cautioned to expect a transition period as the new hires undergo training and get up to speed with their new roles. “It does take time to train & onboard them all,” he wrote, asking for patience from users during this rapid scaling phase.
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In a gesture that underscores Crypto.com’s commitment to resolving its customer service woes, Marszalek invited users to DM him for urgent assistance. “I allocate time every single day to help out customers,” he stated.
Although Marszalek’s open invitation for users to directly message him is a positive sign, the torrent of complaints across social media highlights the depth of frustration with the company’s customer service shortcomings.
Customer Service Nightmares
The frustrations of Crypto.com users have been on full display across social media. One Redditor recounted losing their Crypto.com card and requesting a replacement, only to face a bureaucratic nightmare. Despite providing updated address details and being assured the change would be processed within 48 hours.
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However, after two weeks of radio silence, the customer was informed that a new agent had taken over their query, only to be passed around to multiple representatives with no resolution.
"I can't really understand why Crypto.com can't follow up with a simple customer query like change of address, report loss of card, and reshipping. This definitely should not take more than a month!" the Redditor vented.
Another Crypto.com user revealed feeling helpless following a crypto deposit mistake. Expressing frustration, the user stated that the customer chat was inaccessible with “no other contact option.” After finally reporting the issue and undergoing an extended wait, the user received a generic message asking if assistance was still required. When replying affirmatively, the user’s response was met with no reply.
On the Flipside
- Crypto.com drew flak for its $700 million, 20-year naming rights deal for the LA venue (formerly Staples Center). Critics argue these funds could have been better used to navigate crypto winter.
- The company introduced a new membership reward perk recently, involving users being reimbursed for purchasing Apple products using their CDC card.
- Marszalek noted improved revenue and profitability in Q4 as the market rebounded. He expressed satisfaction with the company’s future outlook.
Why This Matters
The worst of Crypto.com’s problems seem to have passed, particularly as the hiring initiative reflects the positive shift in market sentiment. However, is the hiring spree too little, too late for those who endured a subpar experience? Doubts linger about whether the management team has gleaned valuable lessons from their past mistakes.
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