I think that Neopets will never be what it was before, in therms of popularity and activity. It used to be one of the most visited sites in like 2005-ish because, at that time, it was a new concept of site that was not seen before in the internet. But now, the technology that Neopets offers is obsolete and the new generations have way better options of games, mobile applications and webpages to visit. That's why I think that, no matter what changes are done on the site, the players that are around will always be people that were there before and new players won't really appear (or the % of new players is minimal compared to the old ones).
I do think though, that the support system is a joke, and it needs to be changed. How can you run a site with such a low player base and not be able to give a proper support for them? That's in the end the main way they are losing players and money. It was a bad move for JumpStart to keep the same staff as it was before in the support system, they should have changed that and listen to people when they made that open survey asking what people wanted to see changed.