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It's because once a company gets to be over a certain size, everything is part of a process, and processes tend not to care all that much about their participants. When you get really good service from a company, it's generally the individual service rep going above and beyond what the process calls for, rather than the process being one that delivers good service.

Amazons millions of customers and thousands of employees would disagree.

I've never had to call or email Amazon though. Not for retail anyway. Just getting into AWS and we'll see how that goes.

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