…but action still lags behind words
For weeks, my emails to Amazon’s so-called “dedicated point of contact”—Ethan R.—went unanswered. Each time he ended his emails by inviting me to reply if I had questions. I did. Twice. Crickets.
Now, after more than a month of frustration, Ethan has finally acknowledged that he missed those earlier emails and apologised. That’s something, at least. He assures me that Amazon’s technical team is investigating my locked-out account and the blocked royalty payments. He promises updates, and says he will personally monitor my replies from now on.
That is progress—but only in words. My account remains inaccessible. My funds remain frozen. My professional life remains disrupted. And each “we’re working on it” feels more like corporate theatre than customer service.
Here’s what makes it all the more surreal: Adobe, another tech giant, was able to resolve a comparable issue in minutes with a single conference call. Amazon, with resources larger than many nation states, should be able to do the same. Why, then, has it taken more than thirty days for the world’s biggest online retailer to fix what is, at heart, a basic account access problem?
When the former CTO of IBM’s Digital Business Group can look at Amazon’s response and call it “quality customer service” with thick irony, you know something is broken. And when even the official “dedicated contact” cannot confirm receipt of emails, you start to wonder whether you’re dealing with a human or a bot.
Amazon has promised me another update on October 4, or sooner if progress is made. I’ll take them at their word. But until I can log into my account, update my details, receive the royalties I’ve earned, and the children’s charity can once again receive the support my royalties provide, Amazon’s words will remain just that—words.
Lesson for Amazon
When a global company with resources greater than many national governments cannot solve a simple technical glitch in weeks, it reveals something deeper than inefficiency. It shows a failure of will, prioritisation, and respect for stakeholders. Leaders often talk about scale as a strength — but scale without responsiveness becomes fragility. If your team can’t fix a solvable problem in hours or days, you don’t need more resources, you need sharper focus, accountability, and communication.
The post Amazon replies appeared first on vietnam leadership coach.
