The "shit filtering" workload would be tremendous..
Not saying it doesn't work, just that a lot of people wouldn't follow the process, and anyone who sets this up should be prepared for a lot of triage work.
Source: Someone who emails them from time to time to get impasses resolved.
Now, it's just another level of very poor, very scripted support.
I'm fairly sure Amazon has taken the (perhaps wise, in a business sense) approach of not caring if a small percentage of users leave, due to support issues.
The cost of keeping customers with certain support issues, greatly outweighing supporting them.
This is why you have to hunt madly around Amazon's webpage to find contact info, why all forms of help point away from contacting a person, including their chat being bots now, until you move outside of their scripts.
Obviously, Bezos may not read those emails but his aides and assistants who do have access to his inbox and act on the emails on his behalf do inherit his complete authority.
Some refs:
https://news.ycombinator.com/item?id=16341154
https://news.ycombinator.com/item?id=17193363
https://news.ycombinator.com/item?id=22286350
https://news.ycombinator.com/item?id=9356182
All companies should have that!