I can see why you'd feel that way about the customer service aspect of LJ. But I think that's exactly why I really don't care: I've never thought of LJ as a platform that's run by people, because I don't follow any of the LJ service communities or journals or anything like that. I feel very distant from the action and I'm fine with not knowing what's going on as long as I can post to my LJ. I'm not like this in other aspects of life--just LJ! But of course that's my prerogative as a customer, as it's your prerogative to care. :)