They have a bug. Serious one, yes, but they listened and gave you points for reporting it. Seems to me at least the support staff are trying (even if they aren't quite able to get it fixed).
Most companies don't give them the training, autonomy, problem solving tools, or even buy-in to deal with something like this.
When I call in I expect them to be able to change my reservation and handle seat changes and such. I don't expect them to be able to triage a tech support call and tell the difference in severity between, say, a shared computer with somebody else's login, a browser caching issue, a database hack, a proxy or CDN issue, etc.
For that to actually happen support staff has to be empowered to think for themselves and also be compensated enough to care.