That does seem to be a mistake on their part. And the comms we’re seeing look bad.

But the overall post and the double buried ledes make me question the degree to which we’re getting the whole story.

> And the comms we’re seeing look bad.

Right or wrong, those messages look like very standard AWS-speak for "this is your mistake, not ours".

I have no idea if that's a reasonable stance or not, but I _will_ say that AWS's internal culture contributes to this sort of bad press. If they would respond to their customers with even a trace of empathy and ownership, this post would likely never have been written.

If that's the case, then the mistake isn't that a support agent made the mistake, the mistake is that such a mistake was even possible.