Point(s) taken. Although, why do you characterize it as 'apathy for the customer'?

Seeing as it's a big company, I can see the evolution of the response over time as both useful and considerable. Amazon does not want to lose business, but in a discount world that's hard to justify; however, loyalty matters when the bottom lines are all similar. So, in the end, saying (and proving) they are sorry is ultimately meaningful months later, when specifically it doesn't seem to be all that significant.

Think extreme programming and agile programming for programming constructs used in small to medium groups:

• http://www.extremeprogramming.org/
• http://en.wikipedia.org/wiki/Agile_software_development

Of course, there's also different types of development models, such as object-oriented, aspect-oriented, et al. ad nauseum. Find a comfortable programming environment for your skill level (expression engine might be a good fit if you're a designer by nature), and keep it simple. Stay away from complicated constructs.

Also, read Joel on Software:

• http://www.joelonsoftware.com/
• http://www.joelonsoftware.com/BuytheBooks.html

Get the book, he's a good, entertaining writer.