Why does a company does not give attention to user experience and how can that change? [on hold]

I have been using MindMeister for 3 years and stopped using as they were unable to solve a performance issue. Even though I have created multiple tickets. Bought the paid subscription. I guess I am the little percent of their users. The main issue is the performance of loading the main page where there are many maps which could be solved via a software upgrade.

How can we make ourselves heard in do the MindMeister or X comapny gives attention to user experience?

Example of the problem

Re-Opened tickets ( my 4 th ticket )