I feel like customer support is one of the worst experiences in all of tech or maybe just modern capitalism. Obviously slashing budgets is a huge part of it, but I think the problem is exacerbated by lying with metrics.
One of the great challenges of trusting ANYBODY (even internal teams) with support, is that they have a huge incentive to lie to their management chain about the numbers in every way they can. And their manager or even multiple levels up may turn a blind-eye to these lies if it makes their life easier.
I don't know anything about this product, but I would never trust a company with anything of importance if I don't have a complete audit log of their requests and how they handle them which they send to us for review each month (even a 1%-.1% sample of calls will give a very clear picture into how the process is going).