It surprised me as well, but for the past 9 months or so I kept getting sporadic calls at inconvenient times (when I was either overseas or about to taxi at LHR). When they finally managed to call me at a time that I was at my desk in the UK, it turns out there is now such a team (somewhat akin to account managers, I guess) based in Ireland. In my case, they listened to my grumbles, said I wasn't the first person they'd heard the same grumbles from, and told me to call them any time I needed anything...