I can say with full confidence that this at least has nothing to do with their hostage situation:

> Having no formal support channel

When I last had to deal with their so-called support, all contact details were very efficiently hidden. Once you found a page with a phone number, and the hours you could call them, there was one final surprise:

"The phone number you are trying to reach is not in use". The only contact that works reliably at LastPass is their billing department. Make of that what you will.