Amazon’s support has gone above and beyond for me over the years in ways I didn’t even expect or ask them to.
In comparison, I agree with you that Google’s support is useless.
My experiences with AWS support have actually left me with a positive impression of the platform, while my experiences with Google reinforced that they don’t know how to do support. At all.
Want to guess where our 8-digit cloud spend goes?
Outsourcing inevitably creates a firewall between engineering and support that shouldn't exist though.
In a properly functioning org, support has a way to escalate quickly to engineering if it's confirmed "This is broken." Engineering in turn uses those incoming requests to recognize flaws in their own products.
Outsourcing creates "Hide behind the SLAs and remain ignorant of any issues you've created" barriers that will ultimately sink a company.
But to me, the question has always been "Do I think I'm omniscient as an engineer? Do I think I can imagine every way the customer is going to try and use this product? Every way it can interact with other systems? Every quirk of a specific customer environment/dataset/etc.?"
Well, if not, then good news! The support org should be capturing, categorizing, documenting, and forwarding all those cases to me.
And each case is an opportunity to make the product better!
From their subprocessors list it looks like it was most likely "WEBHELP ROMANIA SRL"
What's weird is that GCP charge the same but apparently don't deliver
I contacted them 3 or 4 times about it. I received a scripted response and eventually gave up and assumed that, if I couldn't even get the registration paperwork to go through with Amazon without months of delay, that it's probably better to call it off and look elsewhere. I'm glad I did.
This was also through a fairly well known insurance company, and I suspect that a noticeable large chunk of people who sell through Amazon have improperly filled insurance paperwork, even though there were a bunch of warnings about needing to do it in a very specific way.
The stench of indifference on Amazon's end, and the fact that they were entirely willing to leave a lot of money on the table, has left a very bad impression on me. This isn't even to mention the numerous issues in how they treat employees, artificially raise prices, etc.
Don't go into these accounts at all. Not even to try and help/contact them. Laws about this are very vague and no one within the ORG would want to admit that they made a mistake by adding you.