Online support forums are always populated with complaints, issues, request, demands, rants. People who didn't get what they expected, who are having typical problems, who are having extremely bizzare problems, who want more, or who are simply unhappy with everything in their lives.
Very few people ever bother to register and logon to a support site just so they can say "hi, everything's awesome, I'm really happy I bought it, it's exactly what I needed/wanted and more, I can't praise it enough, thank you, thank you". When they do, they're drowned out under the negativity.
This is all normal. If you go to any support site for any product or service - cellular data, smartphones, gaming motherboards, automotive, folding multitools - then you'll see tons of bad feedback, unresolved problems, indifferent problem resolutions, angry rants, etc. It's a wonder people buy anything at all when so many support sites are filled with bad news that makes the products/services look like complete ripoffs.
... Still ... I agree PM should invest in revamping their sites. Starting with the worst parts, namely the Self-Serve and billing pages. I think it would indeed attract more business, gotta make a good first impression on the "savvy" "young" "DIY" "BYOD" "value" sorts of customers which PM wants onboard. Nobody sticks around to wait out a clumsy website anymore when any pretty alternatives can be found just a click away.
