My wife and I, after years of excellent service from Amazon, had a couple spectacular failures. It was always from their India-based customer service, not resolved by talking to supervisors, required multiple calls and hours. In each case, after doing our best to get things resolved, we emailed Jeff Bezos directly. His executive care team efficiently and satisfactorily resolved our complaints. We hope that we're driving meaningful change there, and we appreciate his team patching things up, but it would be far better if the India folks would just get it right the first time.