Well, I got a new kettle before sending back the old faulty kettle, ditto a damaged book, and other items, and done all of those through the automated form.
For some reason it's different with kindles.
Phone is painful for me, and chat is extra screen time which takes away from buying my groceries, researching what's up with my kindle, managing my finances... and online socialising... I am limited how much I can "compute" in a week. Health stuff.
But without any of that, it's still an additional inconvenience that they haven't given a good reason for, which is what I meant really. Businesses as successful as Amazon don't put extra obstacles in the way of anything they *want* the customer to do.