There's actually a lot of Google employees who post around the web, take feedback and get it to the right teams at Google, etc. I'm just one of the more well-known people.
If the question is "Why doesn't Google have someone I can talk to about my issue?" then I think the answer is probably related to the scale of the web. Remember that Google gets billions of searches a day. There's also ~250M domains on the web. Even if we shifted every single Google employee to user or webmaster support, I'm not sure we could talk to everybody. That's why we look for scalable methods of communication, e.g. our webmaster console or webmaster videos.
Note that we have gotten better over time though. AdWords has phone support now, for example. And just yesterday we started sending example URLs when we send our messages about manual webspam actions. That helps because now webmasters have a better idea about where to look to solve their issues.
"There's actually a lot of Google employees who post around the web"
The overwhelming amount of people that would need help don't see or know who these people are.
I don't even know who these people are and I've been on the web since before there was a google. I know your name because I've seen it so many times in and around the "domain" business.
"then I think the answer is probably related to the scale of the web. Remember that Google gets billions of searches a day. There's also ~250M domains on the web."
Hence the problem. Google has tremendous power and is extremely profitable but isn't able to take care of all the people that it serves or touches. As a result people frequently feel they have gotten, for lack of a better way to put it "the shaft".
"That's why we look for scalable methods of communication, e.g. our webmaster console or webmaster videos."
One of those "scalable" methods has to be the ecosystem that serves the same function as the ecosystem surrounding Microsoft. The ubiquitous "tech guy" who you pay to figure it all out. Adwords is a good example. Easier to pay someone to do that that knows the lay of the land than to watch and learn yourself using the mass of info you need to know to do ad buys the right way.
AdWords is a bad example, its probably the most straight forward product Google offers, likely because its purpose & functionanlity is discussed in detail by Google.
That's completely unrealistic, we've been on one of the main forums for SEO for the last 2 weeks - there are a few decent ones at most (not 250M) - YELLING out that we need real help, and real communication. The have SCALED that communication down for you by front paging it.
There are, at most, a few places like this on the web you could easily focus on.
Bonus: I've written to you 4 times, tried google+, twitter, the lot. Poke poke poke.
I'm armed with a comprehensive set of example data, and have 30 years of programming experience behind me. I've been doing this with a bunch of whitehat webmasters who have a combined audience of about 10 million people a day. We have received absolutely no indication that you have even seen anything we've posted or written, or asked about.
Seriously Matt, you're not exactly reaching out.
Frank.
If the question is "Why doesn't Google have someone I can talk to about my issue?" then I think the answer is probably related to the scale of the web. Remember that Google gets billions of searches a day. There's also ~250M domains on the web. Even if we shifted every single Google employee to user or webmaster support, I'm not sure we could talk to everybody. That's why we look for scalable methods of communication, e.g. our webmaster console or webmaster videos.
Note that we have gotten better over time though. AdWords has phone support now, for example. And just yesterday we started sending example URLs when we send our messages about manual webspam actions. That helps because now webmasters have a better idea about where to look to solve their issues.