I totally agree. Anytime a company suggests contacting the account team gives me the image of screaming into a black hole. And this is the response to this criticism I always hear: "We listen to all requests", which from my experience routinely translates to, "Your account manager listens to these requests, passes them on to a large stack of requests on the desk of a product owner out on a group lunch during a week of off-site training, and if we can ever get out from under this heavy load due to acquisition, we'll submit it into our queue of new ideas, and they'll review it for a future release---in 2-3 years. How about that?"
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