How important is the "Feedback" feature of your public site?

I found something that's not right about formatting when trying to compose a gmail today. Been the constructive person I am, I want to report to google team of the problem, but to my surprise I can't find they "submit a bug" link! I first bottom of the page, no links. Then looked under Help Center, found a link to "Common Issues", but it's not listed there. There is a suggestion link, but I am not suggesting a "make-a-billion-dollar-for-me" ideas, I have a bug to report!. So coming back under "Known Issues", nothing listed there, but there is a link "Don't see your issue listed above?" clicked and then "check out our Troubleshooter ", now what? nothing listed under those links! It's not until a co-worker of mine told me that under this very page, if you click "Registration & Invitations", then you will see "I'd like to report a new issue"!!!!

OMG.... all that to get to http://mail.google.com/support/bin/static.py?page=troubleshooter.cs...

This is from the giant google of user friendly centric company! What happen there? I hope someone here will tell me that, No Z, you missed here.

So the question is how important is your public webapp to let user to get feedback to you? and what steps did you tried to make sure you get user's opinion heard?

Thanks,
-Zemian Deng

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Created by Michael Levin Dec 18, 2008 at 6:56pm. Last updated by Michael Levin May 4, 2018.

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