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The review doesn't mention it explicitly, but indirectly. The link to the bookstore may be considered monopolistic or something like that by many. But it's one of the winning factors of course.
2 friends of mine made outstanding experiences with Amazon's support (one even posted somewhere in the forum. He dropped his Kindle, crushed the screen. Amazon, although not being responsible, did exchange it for free, although it already was out of any warranty [which wouldn't have covered such accidents anyway]). This they only can do because their cashflow and profit lies in the content, not in the hardware itself. And this in many ways allows extraordinary customer experience.
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