Why is it impossible to get a response from AWS Sales Team?

Question

Because we need the quotaion for raising the purchase in Ariba, we've been trying to get in touch with the AWS Sales Team for 3 weeks but there is no response.

* Submitted multiple support tickets via the Support Center

* Filled out the AWS Sales Contact Form several times

* Attempted phone call during business hours (no sales representative available)

* Requested call backs with Live Chat several times (no phone call during the appointment time)

* Escalated the issue through customer support, with promises that the Sales Team would respond within 1–2 or 3 days — but no contact has ever been made.

On the contrary, my colleagues have received sales responses in 2 days for similar projects. I understand if the Sales team is busy or if my case is considered low priority. However, it’s concerning that I cannot even reach a contact person or receive any basic acknowledgment. Is there any technical issue with AWS that caused my request to be incorrectly rejected? Is this a known issue for customers in Singapore or Southeast Asia?

re:Post Agent · Answer

I understand your frustration with trying to contact the AWS Sales Team without success for 3 weeks. This is not typical behavior, as AWS Support generally aims to respond within 24-48 hours, even for lower-tier support plans.

There are a few potential issues that might be occurring:

1. There could be a technical issue with the contact form. Some users have reported problems with the sales support contact form not accepting certain email domains or TLDs, which might be preventing your submissions from being properly received.

2. Your case might not be properly routed or might be stuck in a queue. This can happen occasionally, especially if there's something unusual about your request or account status.

Since you've already tried multiple channels without success, here are some alternative approaches:

- If you already have an AWS account, try opening a web support case specifically under the "Account and billing" category, clearly explaining your situation and the urgency of needing a quotation.

- If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you can request AWS contact you at a convenient phone number or start a chat with their engineers through the Support Center.

- Consider reaching out to an AWS Partner in your region who might be able to facilitate a connection with the AWS sales teams.

- If you have an AWS Account Manager or are working with any AWS representative, reach out to them directly for assistance in escalating the issue internally.

- In your next support case, emphasize the business impact and urgency of your request, mentioning that you've been trying to reach sales for 3 weeks without success.

The discrepancy between your experience and your colleagues' quick responses suggests this is not a regional issue affecting all Singapore or Southeast Asia customers, but rather something specific to your particular requests.  
**Sources**  
[Sales support form won't accept a valid email address | AWS re:Post](https://repost.aws/questions/QUDBEiFlTDQhuXMlG3tfsZSQ/sales-support-form-won-t-accept-a-valid-email-address)  
[How to get a hold of a human | AWS re:Post](https://repost.aws/questions/QU0IJ6fxw5QPeL_x1pqgdP0g/how-to-get-a-hold-of-a-human)

Why is it impossible to get a response from AWS Sales Team?

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