To me, the point of this is that it's not easy to make contact in the way that people are used to making contact, on other websites..... If I run a website I want people to be able to contact me in any manner they choose. The Wall Street Journal also gets $30/mo from me, and a live person answers my email in two days. I am a pretty experienced user, but I have to say I do not find navigating Ancestry very intuitive. Things I can pretty much zero in on on other sites are not where I expect, or I just can't find them.
...I realize that's a very generalized comment with no helpful examples. I *am* going to start using "Send Feedback" to make suggestions.