With other vendors, when I call a support line with an obscure issue that maybe only I hit in the whole world I fully expect to explain it to an overseas call centre drone with a poor voice line and rudimentary English. Then I expect to have to repeatedly escalate over months and be told “We can’t reproduce this glaringly obvious bug, closed.” That’s ignoring the series of very closely related family of issues I dug up in the process of troubleshooting. Which they continue to ignore because it’s “out of scope” for the ticket. “Open a new ticket and go through the pain again, peasant!”
With AWS my experience has always been “I’ve fixed that right up for you, is there anything else you’d like help with?”. Often after mere minutes!
I’m usually left speechless, ready to go on a well-practiced tirade of how “We’re spending millions on this crap and none of it works properly!”, but instead I just sit there gawping like a fish out of water, stammer “No, thank you, that was it.” and hang up in shame.
I just don’t understand why no other enterprise on Earth seems to have support this good. What’s the thing holding them back!? Maybe they assume that good support works only for this tiny upstart org called Amazon that will clearly never amount to anything!