I've had some friends caution me over the fact that I have a "license to read" my Amazon purchased books as opposed to "own" them, however that really never hit

I've had some friends caution me over the fact that I have a "license to read" my Amazon purchased books as opposed to "own" them, however that really never hit home until now. I understand this is the way the business model works, but the customer service presented here is terrible, no indication whatsoever as to what the real problem is and no way to find out, which is sad because usually Amazon has pretty good customer service (well in my experience, I've been using Amazon for about a decade now, and customer service sucked until around 2004 or so I think when it seemed to get better).