As I said yesterday, Amazon is a huge company and I'm sure that customer service is a semi-automated process where reps are sitting in a big cubicle farm and expected to quickly process 'x' number of responses per hour. The only info they have is what pops up on their screen. Furthermore, one of the three people I spoke to over the last few days was obviously in India, who was using a script and couldn't even understand me. I'm sure the email processing is similar.