#Amazon fulfillment and customer service are pretty awful these days. We've started ordering from other sellers whenever possible and are considering cancelling our Prime. I'm sure they A/B tested this awful experience and it was positive on metrics at least... :Phttps://twitter.com/meslin/status/1225834920611848192 …
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But in all seriousness it's totally metrics driven development that leads to this kind of terrible experience. Slowly micro optimizing growth and over time you end up here.
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I'm not sure how we escape metrics driven optimization problems like this, it's hard to say "we lost some money to ensure future brand stability" since you can't measure that. Same reason super stable infra and bug free code is more difficult to reward.
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"The bug count went down", "the availability went up", "sales went up" are easy to reward. "We shipped with no major bugs" is hard to quantify, maybe it was just easy this time...
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Ensuring engineers are equally rewarded for starting out with high technical quality and with solid DX vs forward fixing is something I've been thinking a lot about recently. I think we need to change that conversation somehow.
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