their automated systems are fine, but their actual service is terrible. anytime you need to do something outside of their "system", it is a complete mess and most of the time a complete dead end.
as an example, in the past year, i have had to return/replace greater than 50% of the books i received from them since the books have ranged from being damaged, torn, or just plain dirty. it may be less than 50%, but there have definitely been windows of time where it's greater than that. this is a MASSIVE inconvenience because although all i have to do to initiate the return is click a button, i also have to handle repacking the books and then physical driving or walking them to a dropoff point, all of which takes an hour round trip. i have contacted amazon multiple times, and i am not even able to get the point across. they see that i returned or exchanged the book, so the problem is solved from their end. when i explain that this wastes so much of my time and effectively negates the amazon prime benefit of one or two day shipping (since once the book ships, arrives, i see it's damaged, initiate return process, wait on new shipping which defaults to two days even for books that shipped in one day in the first place takes about a week), they offer a $5 amazon gift card. there was no escalation process whatsoever or even concern.
just this week, i have had to return two books back to them because both books basically arrived used, with dirty and damaged covers and stained pages. the box is in my car ready to be dropped of at ups. it's to the point that i am beginning to have no reason to shop on amazon for books anymore, and i am even considering canceling prime. i have noticed a marked dropped in quality of the books and packing, and i am also just tired of their terrible website. they were the originator of the online book sales, yet their website remains absolutely horrid for books, especially when it comes to multiple editions, releases, paperback vs hardback, etc.
earlier this week, i came across a product listing that had reviews that were clearly for another product. there is no button to report such instances of reviews. try contacting amazon and see if anything even remotely helpful is done. and that's a case of you trying to help them.
amazon, apple, and google are perfect examples of what you get at "scale": companies that treat customers as replaceable resources that should have interactions minimized. the less these companies have to deal with customers and users, the better, from their perspective.