At one point I ordered a couple of different guitar hangers to try them out. I got a call asking if I meant to order 1 guitar hanger and 1 ukulele hanger. The sales engineer looked at the order, my history, and apparently had notes from one of our conversations and thought it might have been a mistake. It was and we corrected it before it shipped.
But nope, they're just great support. Like you said it's always the same person so maybe I got lucky with Jimmy as my rep, but he's been super helpful. Had a similar situation to yours where I bough 1 synth 2 road-cases. He called me asking if it was a mistake and it was.
They also try to assign you to someone with similar interests. So I doubt Jimmy could help much if I wanted to get into classical woodwinds, but he knows his stuff about synths and setting then up in a studio.
They stop calling you if you don't order anything from them for 10 years or so.
I had a gap of five years between using Amazon or any tech. The difference between Amazon's prior usability and stepping into it five years later was jarring. Like I seriously thought I was just no longer capable of using websites. Turns out, nope, Amazon's shopping site is now a zombie be exploited for some other purpose that is different from why I use it.
The worse is the patio deck chairs that won't actually fit together at Target. Like the welding/metal construction is just wrong.
This is kind of my point. It seems that we now have millions of psuedo-offerings which ultimately boil down to a fraction of actual sources, most of extreme low quality.
If we don't do something about this soon, we better be practicing DIY constructions from the many good videos on youtube. Before you know it, the only tool which will actually suffice is the tool you make yourself.