[eqvinox]

> The concern was that someone wanted to use our services and we had made that so frustrating that they were writing blog posts about how it had gone wrong.

I'm concerned that you're being very unspecific talking about "our services" and "it" going wrong.

What went wrong here is AWS not spending enough money on humans in the support teams. And of course this is a neverending balancing act between profitability and usability. Like any other profit vs. usability consideration, the curve probably has a knee somewhere when the service becomes too unusable and too many people flee to the competition.

And it seems current economic wisdom is that that knee in the curve is pretty far on the "bad support" side of the scale.

Which is to say, the cynic in me doesn't believe you'll be making any changes, mostly because that knee in the curve is in fact pretty far on the "bad support" side, and economics compels you to exploit that.