This Amazon approach reminds me of how Apple used to do it in the final years of Jobs' executive-ship at the company. He'd send terse replies to people who e-ma

This Amazon approach reminds me of how Apple used to do it in the final years of Jobs' executive-ship at the company. He'd send terse replies to people who e-mailed and and for large problems he'd float it to his top lieutenants concerning why the experience sucks so much.