That matches my experience working for a fair-sized customer: our high six figure annual support got access to an everything-is-broken portal, out of date documentation and very responsive support people who would quickly tell you something is fixed in the next paid upgrade or cannot be reproduced / is probably your fault. When IE8 was released and incompatible with a major app, I called and was told they had no plans yet for a patch – and the next week I received a call from a support manager asking if they could distribute my monkey patch to other customers…

I'm skeptical Amazon has anything to worry about.