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What an interesting situation!
I suspect that since Amazon has an evolving automated system things get caught in the cracks from time to time and, being automated, they probably have no way to fix it. Allowing the CS reps to override their system in random ways might be a reckless move in a company of this size.
Before I retired I worked for a large multinational corporation. When I started there as a programmer I was one of only 3 programmers and the only one with professional experience. There were 67 employees in the company. Years later they had grown to monstrous size.
When I started there I could do anything practically without restriction. At one point I caught a problem that could have cost several million dollars overnight and I fixed it. The Chairman and a few of the VPs took me to lunch the next day.
About a year before I retired they called a large meeting. A long time employee had spotted a problem that could have cost the company a lot that night and had fixed it. Even though they realized his intentions were good they were firing him for acting without authorization. And they had to. The system had gotten so big they couldn't afford that sort of risk.
He got fired for doing the same thing I had been congratulated for a decade earlier. And they were right. They were managing 400 billion dollars of other people's money at that time and they simply couldn't allow things to be done on the fly.
That's one of the problems with the size of a company like Amazon. It gives them huge opportunities they couldn't have if they were smaller and gives them just as many restrictions.
Of course I'm just guessing that this is why they didn't solve this, but I think it's a fairly safe guess.
Barry
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