Only being allowed to request changes through a defective online change request or support request system is something I can definitely relate to. However, this may be in one of those rare cases where organizations are making progress. I have not seen this issue in its pure form for about 10 years.
This is an insurmountable problem. To management at least. To Dilbert and Wally there is no spoon or change forms. Of course the undocumented changes will come back to bite them if there is ever a new version/product. Given the corporate track record, it's not something to lose sleep over.