You'd probably be surprised how small some departments are at large companies, if they're seen as a cost centre rather than a profit centre.

I agree they could and should do a lot better, I'm just imagining the probable reasons for this level of dysfunction - the most likely explanation to me is an overwhelmed, overworked department submerged in so many requests that they can't filter out the useful ones or respond in a timely way.

Just as one other example of this, the bug reporting system at Apple is antiquated and seen as a black hole outside the company, probably again due to underinvestment.