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The review system is basically harvesting people's goodwill for free and trying to derive business value out of it. Most people are going to share goodwill and some people are going to try to game the system for their own business value. To maintain the value of the reviews it makes sense to prune them. Taking a heavy handed approach like this overzealous customer service representative did, isn't in Amazon's best interest.
What I found annoying in the response was that they were saying that they harvested relationship information about the person and now that is Amazon's proprietary data and they won't disclose what it is. If a company is collecting personal information about me and not disclosing what it is, how they collected it or how they're using it that raises a big red flag. If they use it against me without explaining why it's another red flag. If they claim they can't disclose the information because it's now their proprietary information it's another red flag. Yes Amazon is a private company and people can choose to deal with them or not but it was a really heavy handed response to something as simple as pruning a review system.
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