That's not what he said. What he said was that there exist customer advocates. You can see this for yourself by finding them on Google+ and looking at how they chose to advertise their job description.
They also have office hours that you can join via hangouts. I've only seen them on youtube after the fact, but they're generally pretty good, and they will sit there and answer questions to your face (though since it's a webcast, general questions about banning would probably work better than "why is my app being banned?"):