And sometimes it's worse to customize the out-of-the-box solution than just creating your own solution. For some AWS products, it's pure pain to get it up and running in the configuration you require. There are edge cases and bugs to worry about.

That whiz-bang demo? Maybe that's the only functionality that works right. Maybe it's all using default values that won't pass your internal security and compliance policies.

And lets not forget the pain of integrating something new with existing systems. It's easy to show a demo of something that doesn't integrate with existing systems, and just show a slide or two of what things it integrates with.

Doesn't Amazon/AWS use this very heavily? Whenever we have to get on a call with AWS engineers it's through Chime.

As a product, it seems fine. I'm not entirely sure it's an area AWS really needed to have a competitor, but now that they do, /shrug

If you get rid of chime you also get rid of slack huddles (built on Chime). Like many AWS services the backend of Chime is good, the UX/UI is terrible.