Please escalate to Senior Management for review.1. No alternate prioritisation allowed on Account and Billing tickets. It is distressing and disgusting that AWS does not allow a category of anything other than 'General Inquiry - 7 day turnaround" for all Account and Billing matters after a customer has had their account incorrectly deactivated. To run a business for 10 years, and have the website pulled by an uncontactable Accounts Department is distressing. The website never should have been pulled.2. Severe internal communication issues and disconnect between teams.The Billing Team, doesn't speak to the Accounts Team, The Accounts Team doesn't speak to the AWS Activate Team, The AWS Activate Team doesn't speak to Customer's Account Managers,The Accounts Receivable Team doesn't speak with the Customer's Account Manager before deciding to pull a Customer's website down, destroying their business.3. Mixed lines of Authority. Accounts are saying one thing. Accounts Receiveable are saying another thing.Emilce E.'s email stating: "To move forward with reinstating your account, we'll need to address the pending invoices first." and asking me to make payment. In this case, does not apply to our Account as yesterday I already spoke with Christian Karlo Del Rosario, Sr. FinOps Analyst, AWS Accounts Receivable Team about a payment plan yesterday which he has submitted for approval. So where does Emilce get his/her authority from?4. Email updates sent from a No reply Unidentified Team. Emilce E. from an Unidentified Team within AWS (Maybe Accounts and Billing?) from a No Reply email address. Use Intercom so that all customers can easily reply to a thread. Always have staff display a phone number, and their Team Name, and their Time Zone and Location.5. Ununified, Uninformed Teams. Emails sent from Emilce E. reflected she/he had not communicated with the Accounts Receiveable Team, or our Account Manager.6. Unreachable Account Manager. Our Account Manager is unwell and is on leave. 7. Broken AWS Customer Support link on Qualtrics Survey Feedback Form 8. Excessive detrimental time delays. It's been distressing during peak Christmas period that an AWS Account reinstatement has been drawn out with an outage lasting almost 5 days - that could have been quickly resolved with a payment arrangement within 1 phone call of speaking to the Accounts Receiveable Team on day 1.9. Excessive text on automated submission emailsIn highly stressful situations, customers need to see 1 liner emails - whats wrong, and alternatives to fix it, and time frame for a fix - not an essay - cut the text!10. AWS stalled and set a ticket to pending customer action when the action was on Amazon to verify a credit card or call me. My same credit card was able to be verified by me. No changes. AWS should have immediately phoned me if there was a problem.11. This is not a delinquent account. This was a pre-arranged discussion with my Account Manager that I was Capital Raising and I originally asked whether deferment was possible. He confirmed it was possible for debts over $2000. I followed his instructions and created a Case and supplied the Case number to him. Did he speak with the Account Receiveables Team? Why were they unaware of my agreement? 12. Our Account Manager has never worked with us for any cost optimisation. I tried to raise this 6 months ago when AWS Partner Pump.co did some analysis on our account showing that our account could clearly be optimised.I will be migrating away from AWS to a competitor who have an onshore contactable team, and offered to optimise our account and cut our bill to a third of what AWS offered and I won't be returning.
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