Hacker News Reader

Comment by LoganDark | Hacker News Reader

> For $1M they should have a dedicated tech actually working for us every single day. AWS is a fucking racket.

Do they not assign you a dedicated account manager like everyone else does?? For $1M a year you should really have a real person assigned to you whose number you can call directly at any time. Last time I checked, GCP does this. Not that I'd recommend switching, but still, that sounds insane.

View on HN

Yeah, that's a TAM. And yes, it's insane. His offical purpose is to help you out. His real purpose is to help AWS out by delaying, stalling, referencing to wrong documentation, making you run in circles etc.

The harder it is for you to get some real support, the better he is at his real job. Its a crazy incentive and I'm not even sure if you can evaluate your TAM. My current manager plays softball with them for unknown reasons so we're stuck with the smooth talking asshole. Not that we had one, I've seen almost a dozen in my career and apart from one, all were useless _to us_.

I don’t get it: how does AWS benefit if the TAM delays resolving the ticket/

TAM doesn't necessarily resolve the ticket nor that's their first priority. Their first priority is to be a contact person or a face of a faceless company. I don't believe they're paid by a resolved ticket (all tickets get resolved anyway), MTTR or something similar. Tickets are for some faceless support personnel. TAMs are supposed to help you, but unless it's something trivial they are a waste of time.

AWS doesn't benefit from them resolving the ticket in a timely manner... or at all. AWS benefits from being able to put someone in between the customer and the rest of the company. It's like a layer of insulation, that prevents the customer from actually inconveniencing the business or any of the other people who work there.

What the actual f. This corporate paradigm needs to burn to the ground.

Believe it or not, there are helpful support resources out there which are typically hard to come across, you’ve admittedly just had a shitty experience (not uncommon)

> Do they not assign you a dedicated account manager like everyone else does?

That's the TAM he's mentionioning.

Reply on news.ycombinator.com