I think the hopelessly broken is referring to things like a 50-70 year waits for qualified people to get a green card if they're born in india, or stuff like it taking 1-2 years for someone married to a us citizen to be allowed to join their spouse in the country (and there's a decent chance they'll be denied a visitor visa to see their spouse during the wait) and the situation is even worse if you have a green card and marry a non-us citizen.
Everything to do with immigration (outside the happy path) is going to feel "hopelessly broken" if it isn't fast and efficient. US Citizenship for many in the world is basically a life lottery ticket.
