alt Hacker News> Of course I do not pay for premium support, so I have to wait the 24 hours that they said it would take them to reply. It's 3 days and AWS support has not replied.
The writing has been on the wall for a few years now, and this is particularly evident to those thar have worked at AWS: Amazon is in its day-2 era.
Amazon being in its day-2 era means that most of what has been written in the past twenty years about Amazon is bot valid anymore.
“Customer obsession” is literally their first leadership principle, and stellar support was their defining characteristic.
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I worked for AWS Premium Support over a decade ago. Waiting 3 days or more, for a non-premium support customer would have been not unusual back then either. But at least the quality of response was typically pretty good, haven't seen what it's like lately.
They've always struggled to hire for those roles. The people who are best at Engineering Support also tend to be the people who move on to other roles after a year or two.
Imo AWS support is pretty decent compared to other vendors. Azure was by far the worst I've ever dealt with--engineers becoming adversarial and passing blame in tickets without actually resolving anything.
I've had some run-ins with poor AWS support and have even gotten bill credits/refunds when they offered incorrect advice. It really depends on the service but in general they're fairly good.