I think they haven't put enough importance in them, but I also don't think they really know what they want to do with them which is probably why. They seem to lack a bit of direction.
I also don't think they have done enough with the software themselves. It is fine to leave stuff to open source, but there are some projects they really need to do themselves, and I don't feel they have done enough of those.
Certainly there seem to be a lot of people that need better PIM facilities (I don't but it seems a big sticking point for people).
However, when it comes to critisism, people tend to complain when they are unhappy, and forget about it if they are happy, so it will always seem negative.