Edit: Wait, I just re-read that. You mean each time Bezos receives a credible complaint from the public, he personally forwards it to all his VPs? Isn't that a massive time hole for his VPs? I'm sure it focuses people on random complaints, but then they spend much less time focusing on making their service(s) better for everyone.
And the lack of focus was the problem. Depending on when I got the email, I would look for root cause and other affected customers. But there were times I was operating on 2 maybe 3 hours of sleep and was just like "fuck it. I'm fixing this single order and moving on".
Please take into account, I was in Supply Chain and it has (had?) probably millions of lines of legacy code. Even after being on the team for 4 years, there were parts of the code base that were just voodoo. I would look at the code and be like "this can't possibly work".
Edit: fixed some autocorrect mistakes
This is based off my knowledge from late-2003 through 2008. It may have changed by now.