Amazon are not resolving your issue in minutes because you have power over them. They do it because it is efficient and profitible for them to keep customers happy. Your actual influence over a trillion dollar company is tiny compaired to your influence as a voter. One customer taking there business elsewhere does not affect Amazon in any meaningful way. One vote is counted directly. The gap is between how it feels and how the power actually works. This of course assumes you live in a democratic country.