I enjoy the product, but wish they'd spend more time making the core elements of the product work. For example, aspects of the API just don't work as expected, like for some reason search and mention endpoints do not have support for long form posts (>280 characters) enough though X supports posts with thousands of characters. The result is the API appears to work for some posts and just silently fails for others.
In addition to the API issues, we've struggled with inexplicable labeling/suspension and shadow banning, even on the personal account I've had for over a decade (seemed to be triggered by using my VPN). I understand the desire to control spam, but it seems excessive. Or if you do it excessively, at least provide adequate tools/support to request review.
On my app's X account I paid for both API access ($200/mo) and the Verified Org status ($2,000) and had a hard time getting support that took days to reply, when it did reply at all. And when the person replied they had nothing to do with the account label process, so weren't able to help, which was quite frustrating. It was fine since this was a little side project, but if this was a business at scale and I was paying that much in addition to ad spend I'd be furious.
Anyway, I know nothing about the Head of Eng or what's at the root of these issues, but I'm a big fan of X and hope they're able to fix these things. It's such. valuable tool. I'm even fine if it's pay to play, but if someone is on the higher tiers of your paid plans the support should be available when they need it.