Matt Cutts answers question about whether or not Humans look at website reconsideration requests. This video shows why people are so frustrated by Google. Matt does not say why Google cannot give the webmaster the actual reason a site has a problem.
One commenter said he had a problem with Bing too, he got them on the phone, they gave him the info and then the guy fixed it and resubmitted to Google. You make billions Google if you can give your employees gourmet meals then maybe you can answer your partner's questions.
Here is the video