That's almost worse. So instead of nameless Joe E. Dev getting a chewout from Bezos, his boss's boss does, who in turn chews out his boss, who in turn is furious at Joe E. Dev for causing the ruckus. Ouch.
Edit: Wait, I just re-read that. You mean each time Bezos receives a credible complaint from the public, he personally forwards it to all his VPs? Isn't that a massive time hole for his VPs? I'm sure it focuses people on random complaints, but then they spend much less time focusing on making their service(s) better for everyone.
I don't know. I can only comment on the "?" that I received and answered. Looking through the email headers, it started with Jeff, went through a few different groups, my manager, and finally me. I don't know if it was like this for all complaints.
And the lack of focus was the problem. Depending on when I got the email, I would look for root cause and other affected customers. But there were times I was operating on 2 maybe 3 hours of sleep and was just like "fuck it. I'm fixing this single order and moving on".
Please take into account, I was in Supply Chain and it has (had?) probably millions of lines of legacy code. Even after being on the team for 4 years, there were parts of the code base that were just voodoo. I would look at the code and be like "this can't possibly work".
Edit: Wait, I just re-read that. You mean each time Bezos receives a credible complaint from the public, he personally forwards it to all his VPs? Isn't that a massive time hole for his VPs? I'm sure it focuses people on random complaints, but then they spend much less time focusing on making their service(s) better for everyone.