What happened to Amazon?

I have been a huge fan of Amazon.com and a loyal customer for many years. However, recently their value and customer service has plummeted. Their online chat customer service is now a joke. Generally I get transferred to at least 5 or 6 different customer service representatives before being helped--sometimes the person who finally helps me is the original customer service rep who transferred me! Amazon.com used to care about their service quality; what happened?  :(

In addition, Many of the items I buy have recently jumped up in price 10-25%. One of the reasons I have been a loyal Amazon customer is because they consistently had the best price. Now, if you look at the Amazon Prime prices, sometimes they are even 25-50% higher than other sellers selling the same item new through Amazon (check the "used and new" link an inch or two below the add to cart button)! For example, by searching other Amazon sellers I just bought a textbook for $155 new (after delivery charges); whereas, Amazon Prime is charging $212 for the same book. So disappointing...

I doubt Amazon was losing money, so why raise the prices so much? Why skimp on proper customer service? Amazon used to have all the best products, prices, and service. Now it's missing two of the three.

Considering Amazon.com is known for having the most comprehensive reviews system, certainly they should've known that changing their prices, service, and value wouldn't be overlooked by internet bloggers.

For what it's worth, I am a paying Amazon Prime member ($79/yr) and planned to purchase all my Christmas presents through Amazon; now I am looking at other options....