oh hey, I work on a team that should prevent this kind of thing. This should be fun to fix.
[I'm not allowed to say more on the topic, nor do I speak for Amazon, as per the current Amazon guidelines on what we're allowed to talk about on social media. We're hiring though, and it's a fun adversarial engineering job]
I'd hesitate to blame you if you're on the engineering side. This doesn't sound like a technical problem, necessarily, but rather a policy-level problem. The whole sordid affair seems to have taken place because the reps either didn't comprehend the issue or weren't empowered to do anything about it.
At a minimum, Bezos needs to have a come-to-Jeff meeting with the people answering email in his name. It shouldn't be necessary for a customer to start a Twitter debacle or a social-media shitshow in order to receive good customer service.
[I'm not allowed to say more on the topic, nor do I speak for Amazon, as per the current Amazon guidelines on what we're allowed to talk about on social media. We're hiring though, and it's a fun adversarial engineering job]