I've noticed that Amazon's support seems to be taking longer to respond lately. They claim to reply within 24 hours, but my case (ID: 175852415800370) has gone beyond that time frame without any communication. It used to feel much faster, but now it seems like things are really dragging. Is anyone else experiencing similar delays?
3 Answers
It seems like there's a lot going on behind the scenes. Many support engineers are feeling the pressure from management to prioritize remote work over employee satisfaction, which has led to a brain drain within teams. Plus, a lot of new hires are interns with no real troubleshooting experience. It all adds up to longer response times for us customers, and unless management feels the heat, I don't see this improving anytime soon.
That's really shocking to hear. It sounds like all this focus on AI isn't paying off in terms of real support.
From what I’ve heard, it seems management's focus has shifted away from quality support to saving costs. Cheaper employees often lead to poorer service, and unfortunately, customers are feeling the impact. It's disappointing to see this trend.
I used to work in Amazon support too, and I've seen the shift. There's been a decline in complex cases being handled effectively, as many experienced staff have left. Leadership believes customers can rely on AI for simpler issues, which means less human input and slower response times for more complicated problems. It’s frustrating.
That explains a lot! I've definitely noticed AI isn't always accurate, which just adds to the frustration.
Totally agree! The reliance on AI seems to create more issues, not solve them.
Yeah, it really feels like support quality has dropped overall. I remember when responses were much quicker before these changes happened.