It happens quite often that our requests are placed on hold for days, weeks or forever, and we have to find alternatives for resolving our problems.
While a tech guy in production can learn rapidly where are the limitations of the buying power and the resource costs of his industry, in field of digital services the walls are not visible and are moving constantly due to the changing demands.
Physical goods are always produced for a well-defined market, even if the technology and / or some resources are coming from different regions. The digital goods don't have stable markets, since people can use computing capacities and software services offered by a high number of geographically dispersed suppliers.
The digital businesses are operating with higher risks than the classic businesses, and in such situations correct prioritization is key: paying clients with consistent commands will always get served before customers using economy offers and free resources.
Theoretically one's managerial capabilities are measured by what we've been able to accomplish with the resources we've had ...but with too few resources we can get nowhere, because people need to be served in timely manner.
Whatever membership website putting customers in the situation to spend weeks until finding somebody able to fix a broken database transaction or other problem certainly won't have a bright future.
In this context giving up on our plan to keep using the service, and identifying a different company with after-sales services suitable for us is the right thing to do, even if sometimes it's not easy at all.
