Regular Amazon customer service is not a bot, it is staffed by a large number of people. They aren't necessarily great (or empowered to be great), but they are

Regular Amazon customer service is not a bot, it is staffed by a large number of people. They aren't necessarily great (or empowered to be great), but they are humans. If you email the CEO, it goes to a team of people who handle those messages, not just to him personally. It's not guaranteed to work, but it sometimes does.