When you spend weeks locked out of your Amazon KDP account, losing royalties and professional momentum, you cling to every update from “Executive Customer Relations.”
Until yesterday, every email I’d received came signed by Ethan. Each ended with the polite invitation to reply directly with any concerns. Each time, I did. Each time, silence.
Now, suddenly, an email from “Angelique.” She introduces herself as being with Amazon’s Executive Customer Relations, claims my “experience has been brought to her attention,” and tells me she has “forwarded my email to Ethan.” She does not explain who she is, what her title is, or why she is now involved. Is she Ethan’s boss? A colleague? An overseer ensuring the bot hasn’t gone rogue?
It matters, because when you are locked out of your account for two months, assurances are not enough. Hierarchies matter. Responsibility matters. Clarity matters. If Ethan is “out of office”, who is responsible for moving my case forward today? Not next week. Not after another internal shuffle. Today.
This is not a trivial problem. Adobe solved a similar verification issue for me within hours, by convening the right people on a single conference call. Amazon has more resources than many countries, yet after weeks I am still circling in customer service purgatory, chasing emails that vanish into silence.
Lesson for Amazon
If you cannot even make your escalation pathway transparent to a paying customer, what does that say about your internal organisation? Customers don’t care about your flowcharts. They care about clarity, ownership, and delivery.
Until Amazon can provide those three things, all the corporate signatures in the world are just smoke.
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