I have to agree. At a place I do work at I've contacted AWS support twice using their email support ticket system. Both times were quite pleasant.
Where pleasant in this case is the person replying took the time to read the words you wrote and confirmed that by prefacing most sentences with "so I see you're trying to do xyz", followed by a thorough and well thought out response with references and suggestions.
So many times I've emailed other places (multi-million dollar companies) where it's painfully clear the person replying didn't read anything and some tool scanned my email for keywords which they auto-replied with even though the response makes no sense based on what I wrote. Then it takes additional days and back and forths to get to the point where they understand the original email that was written, in which case it gets "escalated" to another support team / tier within the organization where the process starts again.
Really? The last several times I've tried to contact support I have only been able to "chat" with some limited functionality chatbot that was clearly narrowly programmed for a few use cases.
No option to reach a human by phone, chat, email. It felt pretty awful.
Edit: I should clarify that I mean Amazon retail. I don't use AWS, but I imagine it has much better support.
I've never had an issue getting in touch with a human on Amazon. On the contact us page there's even an option for them to call you. Enter your phone number and they usually call in under a minute. This option is available in the UK at least.
Maybe that's a UK regulation? I just tried navigating the maze of a customer service site from the US again and can't find any apparent way to contact a human.
Edit: I should clarify that I mean Amazon retail. I don't use AWS, but I imagine it has much better support.
Where pleasant in this case is the person replying took the time to read the words you wrote and confirmed that by prefacing most sentences with "so I see you're trying to do xyz", followed by a thorough and well thought out response with references and suggestions.
So many times I've emailed other places (multi-million dollar companies) where it's painfully clear the person replying didn't read anything and some tool scanned my email for keywords which they auto-replied with even though the response makes no sense based on what I wrote. Then it takes additional days and back and forths to get to the point where they understand the original email that was written, in which case it gets "escalated" to another support team / tier within the organization where the process starts again.