The pastoral care of their followers (although they would publicly deny it) is right at the bottom of their priorities.
The R&F are told that they are happy and that their lives would be miserable if they were "worldly". If any JWs are having problems, they are told to rely on Jehovah and work harder in "Jehovah's organization." And if anyone dares to point out any flaws or injustices in that organization, we know it doesn't get corrected. No. The "complainer" is told to stop being critical or they'll be birdfood very soon now.
The other point she mentioned was that JWs are unified.
WT doesn't have unity, they enforce conformity. When you spend much time in a congregation, you start to see the gossip and conflict that flourish underneath the veneer of "unity".