I used to get disappointed too myself. But that was before. I used to have a very high regards to the quality and stability of the product. Right now, when I turned it on and I see it not working, I am not surprised anymore. It has became a routine that when bot goes down, it is just normal.
All you have to do is to lower your expectation, and you will not get upset anymore. If it works, it's nice, you can get your money's worth. If it doesn't, oh well, no big deal, what's new? You'll get used to it.
"We're working on it, We're aware of it, We're fixing it". Get used to those answers. "WE" means Hatching Egg. Moderators moderate, Admin administrate, Staff support supports, but let's face it, if it is a system problem, nothing will get fixed unless Hatching Egg moved his fingers, he is the only one that matters, others will just say "WE" are on it. So, if it goes down and he is sleeping, it will not matter if the entire moderators and admin supports are aware, you just need to wait and suck it up, and if you're on the other side of the globe and you're sleeping time is opposite his, then you also has to suck it up.
Continue using the support thread though, through that, they can communicate your problem to the right person (as soon as he wakes up)