Given the hundreds of millions of users, tens of millions of webmasters, and many advertisers and publishers that Google interacts with, it would be difficult to have one-on-one conversations with all of them even if everyone at Google did nothing but try to provide that support. Historically, we try to tackle that challenge by reducing the need to talk to a person at all (e.g. our webmaster tools let people diagnose lots of issues without talking to a webmaster expert at Google). We try to pursue scalable communication methods such as forums and keeping an eye on the blogosphere too. I wouldn't claim that we're perfect--I'd be curious to hear more about the AdWords issue that you had--but our first instinct is to look for ways so that people don't need to telephone Google in the first place. I think a lot of companies do that; I can't remember the last time I needed to talk to Amazon or Facebook or Netflix on the phone, for example.
But I take your point, and while we do have support channels, I think it's good to keep an eye out for blog posts because that feedback can help us improve so that future people interacting with Google don't get as frustrated.