Different things work for different people.
As far as this being the “turning point,” again, different people have different levels of tolerance. There were major outages in November 2015 and again in March/April 2016 and September 2016 and each time some people posted that this would be a turning point, but there are still many community members here who experienced those events. And as far as we can tell, total account numbers have continued to grow over that time.
Every system has pluses and minuses. And different companies have different development philosophies.
SmartThings is very flexible and versatile for a system at its price point. But it also has reliability and stability issues that have been going on for at least a year and a half, and maybe longer.
There are other systems that are much more stable, but also offer many fewer features.
Each person has to decide for themselves whether the system they currently have is providing enough value to justify the time and money required in maintenance and “Plan B” workarounds for glitches. There is customer flow in pretty much all directions for systems in this price range.
People who don’t want to deal with maintenance hassles and are willing to pay monthly fees can move over to ADT pulse or Xfinity home. Each of those has well over 1 million customers, many times more then SmartThings. But at the same time there are people who get tired of monthly fees and want a wider Choice of devices and more sophisticated rules engines, and they may be leaving a paid monthly service and moving to SmartThings or Vera or Homeseer.
So make whatever decision feels best to you based on your own time and money budget and the amount of unpredictability you’re willing to put up with. And the company design philosophy regarding the release of new features which best matches your own.