Just because the site is free it doesn't mean that Google are doing this for the greater good. There's a business model making money out of us users either via advertising or a subscription to Apps Premier. I would contend that users are entitled to expect a certain level of service in return and it's in Google's interest to keep us all coming back for more. If someone has a bright idea why shouldn't it be acknowledged???
From prior experience, Google are terrible at taking constructive criticism on the chin and saying which things are good ideas that will go on the roadmap (like this), which are nice to have and which are rubbish. I'm not sure if it's an emotional reaction by people so addicted to the Kool Aid that they cannot conceive of anything being wrong, arrogance or incompetence.
If a journalist can find a back door and someone that'll listen - bloody marvelous.