Now, I am the first one to say that Tesla has significant communications issues, but this is such a bunch of whiney, made-up tripe (and that is the polite version that will hopefully keep me out of moderation). Have you used the new e-mail address? I am going to venture the answer is no. I have, on multiple occasions, for everything from compliments to feedback to getting questions answered--the user experience is exactly the same as the ownership address. If you use the "contact us" web form and select "Model S Owner Feedback", it routes to the same ServiceHelp email address. They get back within a day or so. In fact, I just wrote to them with feedback re: the v7 UI and the response was thanks and we will pass it along to the appropriate folks.
As the company grows, its needs to do things differently. I used the old ownership address often enough that I was on a first name basis with one of the team leads. The old approach with the ownership address was not scaling and, in case you have not noticed, the company is global, so a single email alias is not going to work for everyone. If you are in Europe, you are likely not gonna be happy waiting for the guys in California to wake up to answer your questions and you might want to communicate in your native language instead of English, so they localized addressed for each region now (i.e. ServcieHelpEU, ServiceHelpAU, etc).