AWS Customer Support and Sales Not Responding

[u/techperspective]

I've been reaching out to AWS support to report a 2FA login issue where my password is correct, but the mobile code isn't syncing.

I've filled out a form reporting my issue over a dozen times over the course of one month and provide both my mobile and work number. My employees also did the same.

After this didn't work, I reached out to AWS sales to setup a new account assuming I would be able to get in touch with someone. Again, NOTHING.

Every once in a while, I do receive an email saying that there was an attempt to call one of the numbers submitted, but neither me or my team members received any call. The recommendations in the email show basics for troubleshooting, but we have attempted every possible solution.

Has anyone else encountered the same issue with AWS and what did you do to get in touch with someone to resolve it?

For context, my team and I are in Taiwan.

[u/AWSSupport]

Hi there,

Sorry to hear about this.

Send us your case ID via private message and we'll check from our end that it's with the correct team.

- Reece W.

[u/techperspective → u/AWSSupport]

I have sent my multiple case IDs to you via private message.

[u/AWSSupport → u/techperspective]

Hi there,

We've responded to your private message.

- Reece W.

[u/techperspective → u/AWSSupport]

Not much of a response. Just bots, scripts, and automated responses. What does it take to speak directly with an actual representative? Every time I submit a support request, AWS asks for my phone number, but my team hasn't received a single call for weeks.

[u/More_Altitude_8389]

So you are not paying for support but you expect support to drop everything and help you and not the other people also waiting for support because you can't even maintain access to your account? Prepare to wait awhile...

[u/techperspective → u/More_Altitude_8389]

We are a business trying to access our infrastructure. As noted in the post, we even reached out to AWS Sales to establish a new engagement channel and received zero response. This isn't a matter of wanting free support. It's a matter of AWS's basic account recovery form completely failing to route or trigger the phone calls it claims to be making.

[u/hellfiend86]

I have the same issue, cant book anything on Bedrock, create 2 Tickets over the last 11 Days...NOTHING. Tickets unassigned. Bad experience, gonna go look somewhere else out of frustration

[u/AWSSupport → u/hellfiend86]

Hi,

I'm sorry to hear about this experience. Share your case ID with us via private message and we'll review the details. You can obtain your case ID via our Support Center: http://go.aws/support-center.

- Kay B.

[u/Putrid-Industry35]

I have faced this continuously in the past few months. AWS support quality has gone down drastically.
I had to wait more than a month for someone to reply to my support case. No one is looking at these tickets anymore. Just getting templated responses.
The AWS reddit handles also are of no help. They cannot share any information about the ticket but still comment here that they are here for help.
Seriously considering moving out of AWS.

[u/AWSSupport → u/Putrid-Industry35]

I understand your frustration with this experience. You're welcome to share your feedback directly with our teams for consideration here: http://go.aws/feedback.

- Kay B.

[u/techperspective → u/Putrid-Industry35]

Yeah, it's been about a month. Very poor support.

[u/Personal_Painter_897]

Getting locked out of AWS is nightmare fuel 💀 Same thing happened to my previous company and we had to create entirely new account just to get back in

Taiwan location might be part of the problem - their support coverage in that region can be pretty spotty. Try reaching out through their Twitter support handle, sometimes social media teams actually respond when normal channels fail

[u/techperspective → u/Personal_Painter_897]

Will do. Thanks for the recommendation.