This is not shaping up as I anticipated when I started this thread. I have always found that Amazon has treated me and anecdotally its other customers very well as a general rule. However, the exception seems to be when customers are identified by one algorithm or another as possibly abusing the system. Amazon is highly automated, using as few staff as possible to process an enormous number of orders. It is trying to run a very lean operation, and strives to keep prices low, which the vast majority of customers want. I first came across this years ago in an article which reproduced a letter from Amazon cancelling a person's account, giving no reasons for it except a very general "breached terms and conditions", and indicated the decision was final and would not be reviewed under any circumstances. No indication was given as to the persons continued access to their purchases. To this day Amazon has not to my knowledge published its policy on this. In fact, pdurrant wrote to Jeff Bezos about this and despite some persistence has still received no answer (see
https://www.mobileread.com/forums/sh...d.php?t=266256
I don't have the statistics but my guess is 99% of us or thereabouts are never going to have these types of problems with Amazon. And whether purchasers, sellers or authors, those of us who do may very well deserve having our accounts cancelled. What I find objectionable is the refusal to identify the reason for any cancellation. Understandably it seems Amazon would like to use its algorithms to cancel accounts and have that be the end of it, with no right of appeal or complaint. Unfortunately its algorithms, whilst very good, are still wrongfully cancelling many accounts, as is demonstrated by cases where such accounts are reinstated, often after adverse publicity. I can't ever see Amazon having a huge Department staffed with large numbers of people to handle this sort of thing. Regrettably it is not only the innocent who complain loudly and publicly. Unfortunately Amazon is and probably always will be engaged in an "arms race" type scenario with scammers and others seeking to exploit features of Amazon's system to their own benefit and the detriment of Amazon. Amazon needs to take harsh action on occasions and innocent people are going to be caught up in it. However, Amazon can and should improve the algorithms and processes involved. Certainly a proper reason should be given when notified. Assuming guilt, as Amazon does, the question is whether there is a need to act immediately and without notice to prevent further significant harm. Some alleged breaches are more serious and harmful than others. In many cases 7 days notice of proposed account cancellation and an email address to make submissions may be appropriate. Numbers are such that there is no reason why existing customer service reps should not be able to deal with these matters, with escalation where appropriate.
I suspect in many countries, perhaps even the US, government may intervene if Amazon is too heavy-handed in this area and enough mistakes are made.
As I have said in the past I am a huge supporter of Amazon, and am grateful to them for freeing me from the clutches of the ridiculously insular and protected Australian publishing industry. My dealings with them have always been positive. However, they are far from perfect, and I try not to let my positive bias towards them blind me to their weaknesses. Some of the attitudes expressed in this thread seem to indicate that they have a few problems other than those originally raised, some of which potentially may have a real impact on Amazon in the future. They are engaged in a continuing balancing act, and they really do need to get the balance correct.