Interesting to see them grow so big then - they used to be the minnow to the Walmarts / Targets etc.
At least in my experience (retail product ordering) their service flat out IS head and shoulders above much of the compeitition.
I order off a Facebook ad - I get a drop shipment from china that takes forever, is effectively not returnable etc etc.
I order from Amazon - delivery is insanely reliable, when I have an issue refunds are handled incredibly well. Even special cases (I had a weird issue with an iphone order that required a manual override and refund despite what looked like a failure to return - I got a real person and a refund promptly - they would have been relatively justified NOT to refund but I thought I'd ask).
Even on AWS my support contract get's real responses. When I had a billing / customer service issue - a real person (sounded like native English speaking US call center) handled it very well.
My brokers is constantly experiencing "unexpected call volume" (hour long waits). The IRS when I call has "unexpected call volume" and hour long waits. Calling southwest they have "unexpected call volume" and hour long waits. A ton of places make it virtually impossible to actually call and talk to anyone (much smaller than Amazon BTW) - you can search website all day long. Or you are speaking to call centers that can't do anything at all.
I contrast AWS to the treatment we got as a paying google suite customer (endless different sales people calling us, but you don't have good paths in to trouble shoot weird state issues etc beyond basic customer service). And AWS devices support employees work calendars (via gsuite) while google devices DO NOT!
I’ve had very poor experiences with gsuite support. Once your issue gets past the front line support it disappears into an opaque void where nobody knows anything or can talk to anyone. Once I was asked to write a business case clarifying why answering my support question benefits Google. (Found a bug in gmail css handling, wanted a workaround).
With AWS support I can get an answer to my toughest “found a bug” issues in hours or a couple days at worst.
I’m pretty sure if I called AWS support on Thanksgiving and asked for help cooking a turkey they would send me a recipe. Their support is really amazing.
> I contrast AWS to the treatment we got as a paying google suite customer
Did you have an additional paid support contract with that Google Suite/Workspace account? What would your customer service have been with AWS if you didn't have that additional support contract? If you're paying for premium support on one service it seems a little unfair to compare that to the included base tier support of the other.
At least in my experience (retail product ordering) their service flat out IS head and shoulders above much of the compeitition.
I order off a Facebook ad - I get a drop shipment from china that takes forever, is effectively not returnable etc etc.
I order from Amazon - delivery is insanely reliable, when I have an issue refunds are handled incredibly well. Even special cases (I had a weird issue with an iphone order that required a manual override and refund despite what looked like a failure to return - I got a real person and a refund promptly - they would have been relatively justified NOT to refund but I thought I'd ask).
Even on AWS my support contract get's real responses. When I had a billing / customer service issue - a real person (sounded like native English speaking US call center) handled it very well.
My brokers is constantly experiencing "unexpected call volume" (hour long waits). The IRS when I call has "unexpected call volume" and hour long waits. Calling southwest they have "unexpected call volume" and hour long waits. A ton of places make it virtually impossible to actually call and talk to anyone (much smaller than Amazon BTW) - you can search website all day long. Or you are speaking to call centers that can't do anything at all.
I contrast AWS to the treatment we got as a paying google suite customer (endless different sales people calling us, but you don't have good paths in to trouble shoot weird state issues etc beyond basic customer service). And AWS devices support employees work calendars (via gsuite) while google devices DO NOT!