It's principle-agent problems all the way down; the compliance and enforcement teams do not care about the best interest of Amazon as a whole. They care about e

It's principle-agent problems all the way down; the compliance and enforcement teams do not care about the best interest of Amazon as a whole. They care about ensuring that the specific KPIs they're evaluated on look good, from top-of-division management down to line members. In all likelihood, Amazon gets exactly what they measure - something like number of tickets closed, number of legal or regulatory incidents, etc. You always want to identify the job title of who you're talking to and have a good guess as to what their priorities are. It sounds like they repeatedly talked to people whose job description is "close as many support tickets as possible with the hours and staffing resources you have". I'm not at all surprised that the result was getting their tickets closed with zero long-term improvement or concern about their situation.