Choosing people to fail

I currently work for Amazon myself. Even though it's misery loves company, it's good to know that other people are going through what I'm going through against bad management. 

I'm a customer service agent. I've been working very hard for the company. The biggest problem is the bonus structure for customer service agents. In order to get a bonus, we have to send out surveys at the end of the call. The more yeses you get on your surveys, then you will get a bonus. With some of the questions and some of the reasons customers call, it's nearly impossible to get a yes. As an agent, we all know it, but Amazon management still expects us to send out these surveys just to have metrics to justify choosing some people to move up at the company over others. 

The worst part is that when the customers call, your accent makes a big difference in terms of whether you get positive survey results. Even on the calls where you you do not solve the problem such as bank authorizations, you are forced to try to get a yes on the survey which will not happen if the customer considers you to have an accent that they aren't comfortable with. In these bank authorization situations, I explain and tell them: "Sorry, but this is an authorization. You'll need to give your bank 7-10 business days to clear that out". When they get that that survey, they will answer yes if they like your accent and no if they don't even though it's all the same answer. To get around this, I have begun explaining the situation to customers without actually going into their account, so then the survey never gets sent out. However, my latest manager was expecting me to get more negative surveys, so when he didn't see that, I was given an immediate final warning that I had to send out surveys, so it's like he's trying to find a justification for firing me, even though I had so many months of receiving praise from my previous managers for doing such a great job. The entire process seems to be set up to make us not get bonuses and maybe even get fired while the friends of the manager who don't even have better surveys get promoted. I'm tired of getting bad survey results which hurt my career even though it's the same situation for everyone else that management mistreats.