We purposefully errored on the side of finding a game with someone as opposed to not finding a game with anyone. It does search for your specified criteria first, but if nothing can be found it releases your criteria and places you with any game.
The thing we wanted to avoid in the beginning was new players searching for a game, not finding anything because of search restrictions and thinking the game was unpopulated or that no one was playing multiplayer and thus leaving the site entirely.
The system in place now is the same system that was in place when multiplayer first began. We didn't have nearly as many users 2 years ago and finding a game was difficult at times. This was the proper way to handle it so folks found games instead of finding no games.
It's not broken. It is doing what it was intended to do, however, since the system was developed a while ago for use with a smaller user base it was programmed with the concerns that were relevant at that time. I have brought it to their attention a couple of times and that's about all I can do at this point. It's a rather tight programming schedule, so it's just a matter of finding the time to work it into the already busy schedule. I'm not promising any immediate results, but the matchmaking system will be updated and improved as it becomes necessary just as many of the other features have.