I have given this more thought. If Google had better adwords customer service then some people would have an unfair advantage. Whoever could get the most help out of Google would have the best campaign.

So Google runs the Adwords kind of like eBay runs auctions. You can't get extra help from eBay to auction your items better.

However, the Adwords system is complicated because unlike eBay where you can easily see what others are doing to compete against you, you have no idea what others on Google are doing to compete against you and you have no idea of why certain things happen.