Customer Support on Defects and Enhancements Seriously Lacking

We are fairly new to NetSuite, having cutover last April. I wanted to know if my company's experience with tech support is what we should be expecting going forward.

We now have 2 defects and  enhancements that we feel really should be defects. Some of these now date back 5 months. There appears to be no way to check and see if any of them are being worked or likely to be fixed anytime in the near future.

There appears to be no way of tracking these or escalating them. We have another that we encountered this last few weeks where a saved search executed in the UI takes a couple seconds but when executed through Web Services takes over 6 minutes. Because of operational necessity, we created a workaround. So now Customer Service is telling us that because we are no longer in a stop work mode, the issue is classified "U5" and, from experience with our other issues, I doubt that we will see it resolved anytime in the near future.