"Relying on viral social media posts as a sort of backdoor communication channel to the developers should not be the only option."
Au contraire. That is the modern way of filtering complaints. If social media decides that an issue is not important, then obviously it is not worth spending effort on. Don't worry, once Google is done fixing issues that attract a billion views, they might get concerned about the issues that attract only millions of views.
Who would ever get rich in a billion user market by fixing issues that only affect a few?
Biting the hand that feeds IT
