I was headed away due to the hour(s) hold to get to CS for many months, but as that has sometimes improved new IT glitches seem to have appeared - at least for legacy starwood hotels - that, for me, have been the final nail. Even trying to cancel an award booking took an hour b/c of hold times and incompetent agent last week.
Yes, I think the number of bookings they are missing is hard to see - unless it becomes large enough that their expected earnings are affected