As someone who's been immersed in a number of online industries for quite some time, I know a thing or two about what it takes to succeed in this arena. However, just like you, I started at ground zero with little knowledge, but a great deal of passion. What I learned along the way were some invaluable lessons from failure that hurt at the time, but helped immensely in the grand scheme of things.
There are also a few other alternative DNS root providers that tries to compete or complement ICANN's role of domain name administration, however, most of them failed to receive wide recognition, and thus domain names offered by those alternative roots cannot be used universally on most other internet-connecting machines without additional dedicated configurations.
They have, literally, outsourced 100% of their customer support and tech support to a foreign their party that has no idea what they are doing. And even if their outsourced / 3rd party tech support was “OK”, that doesn’t excuse or explain completely cutting yourself off from your customers… the people that pay your bills. In my experience, that’s the beginning of the end for any company–when they simply do not want to have any direct contact–or feedback–from their customers.