Some devil's advocate- AWS receives many support requests that initially go to customer support engineers (in call center environments) who act as first defense for pointless simple issues. But you still have ones escalated to actual engineers and technical teams, costing hundreds or thousands of dollars. There are times when its like actual service issues and bugs etc but the number of times you have a long thread between a support engineer who does not even understand what the customer is misunderstanding (because of arrogance like this, and the customers continuing assertion they are not wrong) can go on for days/weeks and is just monumental waste of time when the answer is read the docs.