![]() The extent of the problem puts in stark relief how Amazon’s workers routinely took a back seat to customers during the company’s meteoric rise to retail dominance. In internal correspondence, company administrators warned of “inadequate service levels,” “deficient processes” and systems that are “prone to delay and error.” And the whole leave system was run on a patchwork of programs that often didn’t speak to one another. Employees struggled to even reach their case managers, wading through automated phone trees that routed their calls to overwhelmed back-office staff in Costa Rica, India and Las Vegas. Doctors’ notes vanished into black holes in Amazon’s databases. Workers across the country facing medical problems and other life crises have been fired when the attendance software mistakenly marked them as no-shows, according to former and current human resources staff members, some of whom would speak only anonymously for fear of retribution. Together, the records and interviews reveal that the issues have been more widespread - affecting the company’s blue-collar and white-collar workers - and more harmful than previously known, amounting to what several company insiders described as one of its gravest human resources problems. That error is only one strand in a longstanding knot of problems with Amazon’s system for handling paid and unpaid leaves, according to dozens of interviews and hundreds of pages of internal documents obtained by The New York Times. As many as 179 of the company’s other warehouses had potentially been affected, too.Īmazon only finished repaying workers months later, according to Kelly Nantel, a company spokeswoman. Some of the pay calculations at her facility had been wrong since it opened its doors over a year before. For at least a year and a half - including during periods of record profit - Amazon had been shortchanging new parents, patients dealing with medical crises and other vulnerable workers on leave, according to a confidential report on the findings. Bezos set off an internal investigation, and a discovery: Ms. “I’m behind on bills, all because the pay team messed up,” she wrote weeks later. Jones, who had taken accounting classes at community college, grew so exasperated that she wrote an email to Jeff Bezos, the company’s founder. The mistake kept repeating even after she reported the issue. ![]() A year ago, Tara Jones, an Amazon warehouse worker in Oklahoma, cradled her newborn, glanced over her pay stub on her phone and noticed that she had been underpaid by a significant chunk: $90 out of $540.
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