I don’t disagree at all on the PR side. Spent sometime in the contact center tools space and my general experience is if a company allows it exempt higher level employees avoid engaging with customer service directly at pretty much all costs.
Not saying it happened here but thats how you get $10/hour vendors making judgement calls on customer situations that are front page news.
Yes, I also used to work in that space, our software / platform was used by Fortune 500 companies.
My point still stands. This is Amazon and not random company X's customer service. There are very few companies like this that people can name (e.g. Nordstrom, Patagonia, ...) It this used to not happen at Amazon. Customer service used to be empowered to make customers happy, which was what made Amazon legendary. Things have changed. Customer service is now crippled like almost every other mediocre company. This is just one of the symptoms. Maybe Amazon feels that it has enough market share now, so it doesn't matter as much?
I see what you are saying it definitely could be the market share or maybe even just the overall volume (QA at scale).
I guess I just don’t have a long enough track record with them to see them in that grouping of great customer service. They’ve pretty much fought me tooth and nail over price matching and prime shipping that doesnt meet the two guarantee over the last couple of years which is probably biasing my view.
Not saying it happened here but thats how you get $10/hour vendors making judgement calls on customer situations that are front page news.