Amazon's customer obsession, and no way to report a bug

“#CustomerObsession.” That’s the promise printed everywhere by Amazon.
But recently I discovered something surprising.
Apparently, there is no proper system for customers to report product bugs.

Here’s what happened.
I found an issue on Amazon related to invoice generation. A genuine production bug with financial implications.
So I called customer care.
Spent over an hour explaining the problem to the first executive.
Response?
"We can’t do anything from our side."
The call was escalated to a manager.
Same response.
Finally, I was told:
"Our senior team will call you back within 24 hours."
Anyone who has dealt with customer care knows what that usually means.

So I asked for something simple:
A ticket number.
So that when I call again, I don’t have to explain the entire issue from scratch.
That’s when the real surprise came.
There is no ticket number for customers.
And apparently, calls are not tracked in a way that makes it easy for the next agent to pick up the issue. Wonder why Amazon is not yet using AI here!

It’s been 48 hours.
Still waiting for that elusive call.
Sometimes it feels like “customer obsessed” means…
Ignore the customer until they give up.

Have you ever spent hours explaining a problem to customer support… only to repeat the same story to the next agent?