The bigger issue is Amazon's inability to recognize the situation when the author followed up. In their defense, they probably have hundreds of thousands of self-publishing authors. And with most of them earning very little, Amazon may not even generate enough revenue from them to support a full-time staff even just to follow-up on every author's question.
It's unfortunate, because authors do deserve better, and they'll understandably be upset when they're routed to a malfunctioning robot. But if the problem is too many authors and not enough support staff, maybe the real question is: does self-publishing scale?
It's unfortunate, because authors do deserve better, and they'll understandably be upset when they're routed to a malfunctioning robot. But if the problem is too many authors and not enough support staff, maybe the real question is: does self-publishing scale?