Am I the only getting increasingly frustrated with Amazon? What's happening with their customer service?

I've used Amazon since they were just a little online bookstore. I probably spend close to 3 thousand dollars a year in all sort of stuff and Amazon used to be my go-to place to buy books, electronics, etc. Returning stuff used to be a hassle free thing but for the last 12 months I've started to notice that their customer service is becoming less flexible. Just little things here and there. Recently, I tried to return an expensive coffe table book (got damaged during transportation) and it was far from a straight return. Recently, I couldn't take advantage of a a promotion (which was worth some money) due to a technicality and with not fault of my own? After 4 years as an Amazon Prime subscriber I canceled it for a refund. I can't see myself ordering from Amazon any time soon.

Anybody else out there not feeling the love from Amazon? Or is it just me?