Customers pay more, employees carry the fallout
Pros
Some lower level colleagues are genuinely supportive and do their best in a difficult environment
Cons
Random redundancies and dismissals with little transparency — creates a constant sense of instability. Team are expected to do the work of people who go missing for no thanks. The product is not where it needs to be. Frequent bugs make it difficult to confidently speak to customers, especially when they are paying a premium Support teams are stuck in a cycle of reacting to issues rather than resolving root causes, which leads to frustrated customers and strained relationships Significant price increases (often exceeding 100%) are hard to justify given the current product performance Leadership appears disconnected from both customer experience and employee reality Management lacks accountability — issues are often avoided rather than addressed Little to no meaningful 1:1 support or development conversations No clear progression opportunities Feedback is consistently overlooked, despite repeated assurances that things will improve Team culture can feel inconsistent, with favouritism and a lack of support for new starters Employees are expected to “manage expectations” in situations where the underlying issues are not being fixed