Calling someone's employee a "random fuck-wit" is probably not a successful strategy to get expedited successful results from your customer.
Amazon goes above and beyond for their customers. As a publisher or marketplace seller operating on their platform, they are your customer. Amazon's reseller support is entirely different, in my experience, from how they treat consumers -- a bit less polish because it is an internal tool is to be expected, but it goes a bit beyond that. I was initially a little unhappy with that, but since I'm also a customer, it makes sense.
They clearly could do better here in escalation path, but don't expect hand-holding. Amazon isn't exactly going to go out of business because your book isn't for sale.
Amazon is acting as the marketplace, or the conduit between producers and consumers here. In this formulation, both ends of the pipe are their customers. Yes you can make a reasonable case for quality control, but not a big one. Books are a pretty big caveat emptor when it comes to the prose contained. They always have been.
If Amazon is so concerned about formatting, then it should make some better tools to help authors fix bad formatting, not just run what seems to be simplistic regex matches on a pile of words.
Amazon goes above and beyond for their customers. As a publisher or marketplace seller operating on their platform, they are your customer. Amazon's reseller support is entirely different, in my experience, from how they treat consumers -- a bit less polish because it is an internal tool is to be expected, but it goes a bit beyond that. I was initially a little unhappy with that, but since I'm also a customer, it makes sense.
They clearly could do better here in escalation path, but don't expect hand-holding. Amazon isn't exactly going to go out of business because your book isn't for sale.