My chat interactions w them take at least 20 minutes. They keep buying time with these weird messages that sound like a dubbed superhero telling me not to worry b/c they'll take care of everything. It seems like a lack of English proficiency and maybe juggling customers. The worst one was when I received a package w my correct shipping info but the wrong contents. I provided the tracking number and order number only to have them give me the same info and tell me I received my order.This only works if you're the Prime account holder. If you're a person added onto someone else's account and your item doesn't show up in time, you just get an apology (although one time I made a big deal of it and they gave me a $5 gift card).
I recently had a same-day prime order go missing with their delivery service. They did extend my prime by one month, but it took the requisite 20 minute chat going through the process of them giving me the info I provided in the first place.