The fact that I can speak to a human to refund a $2 item on Amazon proves how wrong you are.

Last year I bought a book from Amazon for over $100 and they sent the wrong book. I contacted Amazon support, they said they will refund it, I don't need to send it back (throw it away if I want), and also give me a $20 credit for the inconvenience.

A month later, no refund. I contacted them again, they said unless the book is sent back, no refund. I told them about the previous conversation and they said that the CSR had lied to inflate his scores, and if I've thrown the book away I'm out of luck, he generated a return label. I complained and they threatened to close my account unless I send verification documents. I didn't, I just sent the book back and the refund processed automatically.

About a year before that I had a Samsung Fold and it cracked down the middle. I told Amazon that it was only 6 months old and it was broken, and Samsung said I need to send it to Cyprus for some reason. Amazon said to send it back for a refund, I did, and I got a warning that I'd returned something "not in original condition" and next time I'll be banned.

Last week a package didn't arrive. I queried it and there was no longer the option to talk to anyone, just a link to phone numbers for the external courier.

So I would say that Amazon having stellar support 15 years ago, building a brand on it, and then choosing to stop doing that mostly proves how wrong you are. Sure, you can still sometimes speak to someone, but it's getting worse.