That's always been a problem with using a huge company as your provider: you're effectively meaningless to it unless you're on the top of some huge organization like the US Army. If you can decide whether tens of millions of USD get spent or not then miracles can happen. If you're the average joe worth $20 of business to the company, or worse, pay by watching ads, then you can be sent off to the self-support chat bot and otherwise ignored.
If you need a service of any complexity, and want to have your personal interests taken into account, you're best going with some medium size company -- large enough to be staffed by competent people, but small enough that they still fear bad PR and people going with the competition.
Which Amazon? The online shopping? Yeah, that one's easy because good customer support is mostly taking your side unless you're being abusive, and because in reality most returns get thrown out anyway. Amazon shopping is also highly profitable. They're not scrounging cents they get from you watching ads.
AWS? You get no tech support without paying for it as far as I can tell. Pay $29/month minimum if you want to open tickets.
Amazon "support" is just giving you back some of the money you gave them, and maybe even taking it from someone else. Google does that too, trivially, because you aren't giving them money.
They don't do anything to stop spamming fraudulent counterfeit products.
If you need a service of any complexity, and want to have your personal interests taken into account, you're best going with some medium size company -- large enough to be staffed by competent people, but small enough that they still fear bad PR and people going with the competition.