Earlier quoted context omitted.
The insularity isn't behind that, in my opinion. It's more that almost all of Google's features are ad-funded, and the company has chosen to make lots of (apparently) free, but poorly supported and uncertain products, rather than a smaller set of well supported products. It's a tradeoff, and Google has made a good tradeoff for both themselves (who collect more data and have more ad supply) and the majority of their u…
But other big companies are the same. Engineers just don't communicate with users; that's reserved for product managers. The most you will get is a bug report.
Unlike some I think PM roles can be very useful, but they build in failure if they are used as a firewall between dev and customers.