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.