I don't think Amazon is fanatical about customer service. I think he does everything he can to obscure the vendor. The same people who recommend the Walmart documentary buy everything Prime. Because they never have to look at the human cost of Amazon's policies and procedures, they get to put on a happy face.
I was referring to their principle of "customer obsession" . They hide some of their shady stuff, sure. But they also make their service incredibly helpful and convenient. People don't want to hear that that convenience comes at a price, so it's harder to spread the word about the human cost behind those services.
I get that. I guess what I'm saying is the way they fuckin' sling boxes across fences with anger and abandon and then get all pissy with you when you imply that maybe you wouldn't have bought "1-day" if you knew it actually meant "3 days and 2 tries later and also fuck you" from customer service... well, they aren't really all that "customer obsessed." They're more "make the customer forget about everything but Amazon so that you can treat them like shit without them noticing."