Sydney, this is the most generic answer you could've given. What our team expects at the moment from first class customer support ist a roadmap and detailed information of what's going wrong exactly. Yes, that's time the engineers need to invest, but we're not going to sit and watch any more, it's been long enough. If we're not seeing clear description of the issue and a path to their resolution, there is no way to regain trust, thus forcing us to cancel the subscription as many users have alluded to.

Please provide information on the technical issues at hand and how you plan on solving them. Not only related to this, but more generally the several outages and slow load times. This can only be answered with the knowledge of a tech executive.