What people fail to realize here, that in an MMO there is no THE support/healer class, it only has multiple supports/healers. If a game demands the existence of a support class there will be more along the line to both shake up the meta, and avoid homogenizing a role. Let's take a look at other games:

-FF14: 4 classes categorized as healers and 2 support/dps out of out of  19 classes

-WoW:  7 talent specs over 6 classes from 13 classes and 37 talent spec
-ESO:  2 classes out of 6

-New World: 2 weapons out of 12, but since an actual healer support equips 2 of those 2 weapons, so i consider it a single class, making this the outlier, however NW is pretty early into it's life cycle being a little more than 1 years old.

And then we have BDO where we have 25 characters with 47(soon 48) specs, and we got a whopping 1 so called support class that is not even mandatory for the sparse viable group content that exist in this primarily solo focused game.

Now the questions are: Why do you need buffs when your skill addons, q and black spirit rage among other things already buff you to the tits? Why do you need a healer where your skill addons can heal you for plenty if you class doesn't already have healing while your fairy autofeeds you potions? Why is Shai the only class whose awakening weapon is gimped for no reason?

And while we are at it, how come there were no experimental classes since Shai and Archer in the game? Because those two turned out so well we only need the generic damage dealers yes? Notice how the most experimental they got with characters is releasing 2 classes in close proximity to each other.

So the Shai:

- should be able to defend their spot

- should be able have a an awakening weapon like the rest of the classes (buying from cm, add garmoth heart etc)

- should have a proper ability set

- should not be an "enjoyment class" whatever the fresh hell that means, fed only scraps of useless content (alpaca), or dances ripped from DokeV that all characters should have to begin with (composing is also such a feature but now everybody will have access to it), roleplaying in an online roleplaying game should not be exclusive to one class

Shai is garbage design, and garbage design should always be protested against, no matter how the lead dev brushes the problem off in 30 seconds in a highly curated enviroment, because they have no idea how to balance it.