The bigger issue is Amazon's inability to recognize the situation when the author followed up. In their defense, they probably have hundreds of thousands of se

The bigger issue is Amazon's inability to recognize the situation when the author followed up. In their defense, they probably have hundreds of thousands of self-publishing authors. And with most of them earning very little, Amazon may not even generate enough revenue from them to support a full-time staff even just to follow-up on every author's question. It's unfortunate, because authors do deserve better, and they'll understandably be upset when they're routed to a malfunctioning robot. But if the problem is too many authors and not enough support staff, maybe the real question is: does self-publishing scale?