Whether it applies to this case or not, piss-poor customer service has become an epidemic. Amazon has always bragged about being customer obsessed but even they have deteriorated. You can't email them anymore and it can be difficult even to use the stupid chat, everything tries to funnel you to cookie cutter canned automated responses. If you think that's bad, try getting in touch with a human at any of the social media companies or huge tech companies like Google or ebay, it's essentially impossible. What few companies do have phone support are almost all call centers in India staffed by low wage workers who don't know much and don't care.