Sifting through valid and invalid complaints is hard if your goal is to please your customers, scale, and automate. Something has to give so vendors choose to optimize around one or two key metrics:

* Customers with high volume/spend/influence

* Loud/Viral complainers

At the expense of:

* Everyone else

This is a difficult problem that requires massive investment and dedicated care. I earnestly think Google is trying, maybe they're hiring more people, maybe they're investing dev time in better tooling, but its not cutting it as evidenced here.