Hmm... let rephrase what you said a bit...
I think I have a rather good handle on them... they have the longest app in the biz for what they do... I spend most of my on hold time with them compared to any other company... and I have had more crossed wires and wrong answers over phone conversations with reps than all my other options...
I use them because they are one of a kind in many respects... not because I find them easy to deal with...
I agree with you on this as well.