"Not dependable" = No Go.
There are companies I will only call from landline where I can do other things while waiting on hold, callbacks, excuses, whatever. Sounds like GSRA is one of those?
We are due to renew our RA, but it isn't GS. I've read about too many people being stranded by them. I can do that for FREE ;)
But it is easier to drop people who aren't happy or have difficulties getting serviced than it is to actually provide the service.
Remember Barnum's: There's one born every minute.
In this case, apparently enough to sustain a business model that only needs to provide services about 10% of the time. (incidents + successful responses)
Of course, you have to not care about your customers. Shame about that part, but when "Profits" are involved, too many realize they are nearly blind in that eye they turn :(