{"id":11484,"date":"2025-09-29T15:11:03","date_gmt":"2025-09-29T05:41:03","guid":{"rendered":"https:\/\/leehopkins.com\/?p=11484"},"modified":"2025-09-29T15:11:06","modified_gmt":"2025-09-29T05:41:06","slug":"amazon-priority-problem-bots-cto-critique","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/amazon-priority-problem-bots-cto-critique\/","title":{"rendered":"Amazon\u2019s priority problem: bots, silence, and a CTO\u2019s critique"},"content":{"rendered":"<p class=\"\">It has now been two months since I lost access to my KDP account and the royalties trapped inside it. Over that time, I\u2019ve received multiple emails from Ethan R. of Amazon\u2019s \u201cExecutive Customer Relations.\u201d Each note has been politely worded, filled with assurances that my case is a \u201cpriority,\u201d and that updates would come by a specific date.<\/p>\n\n\n\n<p class=\"\">Each email has ended with an invitation: if I had further thoughts or questions, I could reply directly. Twice I\u2019ve taken Ethan up on that offer. Twice, my replies disappeared into silence. Not even an acknowledgment. The polite fa\u00e7ade suddenly looks less like a human being at the other end of the line, and more like an automated script designed to calm authors into waiting indefinitely.<\/p>\n\n\n\n<p class=\"\">I\u2019m not the only one noticing. David, until very recently the CTO of one of IBM\u2019s divisions, wrote to me after seeing my updates. His response was blunt:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"\"><em>\u201cThis is their #1 priority and are working diligently to fix a problem of over 30 days. This is what they call quality customer service! Seems like it can be fixed with 1 conf call or note to all parties concerned but who am I to question their quality, integrity or technical prowess? Just a poor retired schlub!\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"\">David\u2019s point is hard to ignore. A company the size of Amazon, with resources that dwarf most nations, shouldn\u2019t need thirty-plus days and three deadline extensions to resolve a login verification issue. One well-managed conference call could likely bring this to resolution. Instead, it\u2019s delay after delay, apology after apology.<\/p>\n\n\n\n<p class=\"\">At this point, I\u2019m left wondering: is Ethan even real? Or is this entire dance just customer-service theatre, a carefully scripted bot feeding me soothing sentences to keep me patient while nothing actually happens?<\/p>\n\n\n\n<p class=\"\">I will continue to share updates here, publicly. Because when silence is the only response from the other side, shining a light is the only accountability mechanism left.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\u2691 <strong>Lesson for leaders<\/strong><\/h2>\n\n\n\n<p class=\"\">When you tell your people something is a \u201cpriority,\u201d your actions must match your words. Endless delays, unacknowledged replies, and reliance on scripted messaging erode trust faster than any technical glitch. Real leadership requires candour, presence, and above all, humanity.<\/p>\n\n\n\n<p class=\"\"><\/p>","protected":false},"excerpt":{"rendered":"<p>Amazon says my account lockout is a \u201cpriority\u201d but weeks later, nothing. Ex-IBM CTO David calls it poor service, and my unanswered replies suggest Ethan may be a bot. Silence isn\u2019t leadership\u2014it\u2019s avoidance. Updates continue here, because the clock still ticks<\/p>","protected":false},"author":1,"featured_media":11485,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"categories":[163,164,165,144,155,231,169,170,158,9,176],"tags":[],"class_list":["post-11484","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon-fiasco","category-anxiety-and-stress","category-artificial-intelligence","category-artificial-intelligence-ai","category-business-communication","category-communication","category-decision-making","category-decision-making-2","category-leadership","category-nonverbal-communication","category-organisations-and-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Amazon\u2019s priority problem: bots, silence, and a CTO\u2019s critique - Surprisingly Lee Hopkins<\/title>\n<meta name=\"description\" content=\"Amazon\u2019s \u201cpriority\u201d case handling is starting to look like scripted bot responses. 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