Just had to chime in here, but fifteen+ years ago, Bezo's email was ombudsman like, with him or a top level person reading it.

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.

Just one data point but, sending Bezos a nice hello and airing my grievances has worked for me every single time.

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

https://news.ycombinator.com/item?id=20782392

https://news.ycombinator.com/item?id=13512106