Pavel Veller

Chief Technologist @EPAMSystems

[Pavel Veller @pveller]

@AmazonHelp @davehclark 12 calls and hours on the phone later we got nowhere. Level one is helpless. The “account specialist” never reached out. Next we file FTC and consumer protection complaints. @amazon expropriated $5k in gift cards and in doing nothing about it caused my wife emotional trauma

[Pavel Veller @pveller]

Hey @amazon and @davehclark. You declare customer obsession as your #1 value. All we get is level 1 and auto email from the “account specialist” that the account is closed again and again. My wife’s dad’s gift in gift cards gone because of your algorithm. Can you actually help??

[Pavel Veller @pveller]

Hey @amazon, you wronged my wife. Closed her account because your algorithm suspected smth. Decent amount in gift cards from her dad on the account. Numerous sessions with your support on the phone. Never heard back from the “account specialist”. WTF. How can we escalate?

[Pavel Veller @pveller]

@AmazonHelp @davehclark For the record. We are customers of 10+ years. Prime members since the inception. Had kindle books, prime movies, subscriptions, a long history of orders we kept reordering from, and a decent number of $$ in gift cards. All “expropriated” when you unilaterally closed the account

[Pavel Veller @pveller]

.@replyall @newsmanual @AGoldmund Want to take a super tech support case? @amazon unilaterally closed my wife’s account. Algorithm error. $5k in gift cards just gone, will be subject to escheatment. Multiple calls to support. No help or attention from them. We have recordings

[Pavel Veller @pveller]

Hey @amazon and @davehclark. You declare customer obsession as your #1 value. All we get is level 1 and auto email from the “account specialist” that the account is closed again and again. My wife’s dad’s gift in gift cards gone because of your algorithm. Can you actually help??

[Pavel Veller @pveller]

@AmazonHelp Nothing. Both my wife and I are software engineers. We understand tech. All we get from a company declaring customer obsession their #1 value is L1 call center and repeated automated emails. We started recording our conversations with L1. Will seek media attention

[Pavel Veller @pveller]

@AmazonHelp Hey @amazon help. So by now we have called 11 times. We call. You say an account specialist will be in touch. In about 10 minutes or several hours we get an automated email that account was closed. Nothing else. Infinite loop. What else can we do??

[Pavel Veller @pveller]

@AmazonHelp @amazon @davehclark What do we do to have an “account specialist” call her and work the problem with her on the phone?

[Pavel Veller @pveller]

@AmazonHelp @amazon @davehclark It’s an infinite loop. We call. They say an account specialist will reach out. We receive and email “your account has been closed”. That’s it! How many times do we need to call? We called 8 so far. Spent many hours. Any keywords we should use to break the loop? @davehclark

[Pavel Veller @pveller]

@AmazonHelp So we spoke with your support. They escalated. And we have just received an email confirmation that the account was closed. This is the “account specialist” reaching out. How can we speak with someone?? The account has several thousand dollars worth of gift cards! Now what?

[Pavel Veller @pveller]

Hey @amazon, you wronged my wife. Closed her account because your algorithm suspected smth. Decent amount in gift cards from her dad on the account. Numerous sessions with your support on the phone. Never heard back from the “account specialist”. WTF. How can we escalate?

[Pavel Veller @pveller]

@AmazonHelp My wife hasn’t had a good sleep in days. It’s very disturbing for her. It may sound silly to you but that gift of her dad had more than it’s monetary value. So far all the “help” we get is very robotic. While the declared value is customer obsession. @amazon, show me?

[Pavel Veller @pveller]

@AmazonHelp Leigh, we will, ok, but we do need further assistance. That’s why I took it to twitter. We will keep calling and keep recording and I will keep looking for ways to actually reach your “account specialist” team or at least make our story known.

[Pavel Veller @pveller]

@AmazonHelp Thank you. We called this number (ending in 5512) at least three times. All we get is a bunch of identity questions and a promise that “account specialist” will be in touch. How can we get through to the account specialist? Or a supervisor? There must be a way

[Pavel Veller @pveller]

@AmazonHelp Junk folder only has junk. Nothing from you guys. Your automated emails about her account closure are in regular inbox. Who can we contact to get actual help? If it was just the account, she would open another one. But the gift from her dad is all gone with the account.

[Pavel Veller @pveller]

@AmazonHelp Indeed. She has been promised to be contacted within 24 hours at least four times. One time she asked to record the conversation. I have the recording. The support person said her account had no evidence of anybody contacting her. She was again promised to be contacted. Nothing

[Pavel Veller @pveller]

@AnastasiyaFlynn These days it’s full stack Typescript (obviously! :) and AWS native serverless event-driven architectures. Love the combination. Can’t get enough of if :) what are you up to?

[Pavel Veller @pveller]

@Joelbdenning We use feature/bug naming convention to run certain things on CI/CD vs branches that don’t match the naming. Other branches don’t get deployed for example and don’t get envs provisioned for them. Just get through various quality gates and tests.

[Pavel Veller @pveller]

@TheMarkONeill Yep. I very much like referring to https://t.co/MyfPO2TEbS

[Pavel Veller @pveller]

@dan_abramov I saw devs puzzle over the “magic” of jest.mock() after import. Not the same but understanding the concept of hoisting helps. You can probably tell how many dark corners of JS have a dev been to, puzzled over, and cared enough to learn “why” by asking questions like this