[georgieporgie]

I say it's partly due to Google's record of pushing customer service to the bottom of the priority list, but it's also because we're getting the "unwashed masses" online now. Everyday people are now online, have smart phones, and are purchasing apps. They don't know what a bug report is. They may not even know what good customer service is. They don't want to spend their time and mobile minutes/data on helping you fix your product. They just want things to work.

[agscala]

These new users probably carry their expectations from the real world to the internet as well. If some merchandise from a store isn't good, you don't appeal to the company who produces it, you simply tell other people your negative experience with the product and encourage everyone to avoid it, just like what's happening on these app stores.