I've recently been dealing with some serious production issues and noticed significant delays in AWS support response times. Last night, I had to wait for two hours before I could chat with a representative. I initiated a case at 12:30 AM IST and finally got a response at 2:30 AM the following day. My support plan claims to be 24/7 and costs us about 10% of our AWS bill. Today, I started another chat at 12:45 PM and again faced delays. I'm starting to wonder if the recent layoffs at AWS are affecting their support services as well.
4 Answers
We've actually canceled all our support contracts with AWS. Our experience with alternative support has been way better. It's unfortunate, but we've just stopped relying on them for help.
I'm really hoping that AWS isn't cutting corners on support just to save a few bucks. The last thing we need is for their service to drop to the level of some other companies that are known for poor support.
Totally agree, it would be a nightmare if they go that route!
During my time as a TSE for GCP, I had a lot of interactions with AWS Support. It's been clear that there's been a decline in quality on both sides, especially since layoffs. The ticket volume is so high that reps barely have time to replicate issues properly anymore, which is a huge shift from how it used to be.
I've noticed that AWS support has really declined compared to just a few years ago. They used to have knowledgeable reps who understood the services well, but now it seems like they stick strictly to the documentation. I had a recent issue with symmetric routing that they didn't even understand. It's frustrating, and it feels like getting a decent support agent is becoming a rare occurrence.
I feel you! Sometimes, I think I'd get better support from a virtual assistant than some of these guys.