We had the audio jump back issue previously with the Android app. It's one of those issues that is difficult for QA to catch, so we have to rely on user feedback. That being said, the issue has been logged for Fire TV and is being worked on. There is no need to submit a ticket if you have not already done so, but you can if you'd like to be notified when it has been resolved.
If you have specific feedback on the quality of customer service, please submit a ticket, so that they can address it. If enough of this type of feedback is received through the Support System, then the people that need to see it (the Directors and VPs) will see it.
Meanwhile, I have been thinking about opening up the Support Forum again and/or clean up the help threads, but I'd need the Support Forum to be staffed internally first. My main job is not the forum, so I wouldn't be able to put enough focus on that section to keep it useful to everyone - customer and Funimation Tech.