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by ValentineC
2665 days ago
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> This is one of my favorite things about Amazon's support system. Support has direct access to PMs, developers, customer facing solutions architects and all of these orgs have close connections to the customers as a result. This only works if they know how to convey the relevant issues to the right developers properly. I had some large files on my Amazon Drive (the consumer product) which could never be downloaded via the desktop app, web browser, odrive, or rclone. I had to endure multiple instances of support going through the flowchart, and some promises of conveying my issue to the engineering team only to be met with disappointment. I never managed to recover those files in the end. |
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100% this. I don't know that it was like this across the company, but the way customer-facing issues were escalated to my group was pretty awful and almost always mishandled. Customer tickets landing in the same queues as host/service auto-generated tickets, bad handoffs and prioritization, devs with no support experience asking for way too much information from non-technical people just trying to use the service. I suppose the first-line support org is to blame in part. Though it wasn't one of the hotter products they offer, it was definitely old enough and nearly foundational to have warranted several more subject matter experts on the support side. Seeing them tout themselves as one of the most customer-centric companies out there was flabbergasting when it came to that org.
(Source, used to eat bananas)