Amazon has not responded further to explain the specific reasons why my reviews were removed from its US site. Instead, it has removed them from the UK Amazon site as well – two weeks after the US site did. (See here for my original post)
None of the people who spoke to them on my behalf received anything else but this automated reply:
We’ve removed Customer Reviews left by Mr. Christoph Fischer account because it’s come to our attention that he has violated our policies by manipulating Customer Reviews. Any attempt to manipulate ratings, feedback, or Customer Reviews is prohibited.
After reviewing his account, we’ve determined that his reviews will remain removed from the site. For more information, please review our Customer Review Guidelines (http://amazon.com/help/customer-reviews-guidelines).
We appreciate your cooperation.
Review Moderator Amazon.com
http://www.amazon.com
While I appreciate that Amazon wants a sensible reviewing policy, its mystic pointing at a very vague policy without clarification of the specific offence, to me, borders on the absurd and kafkaesque. This is a totalitarian practice we’d expect from Putin, not from a global company with a PR department. It seems as if Amazon doesn’t want our cooperation but prefers for us to guess what its rules are or mean and for us to live in fear of an almighty power rather than be clear about what it wants.
What has transpired from some of the comments and messages I have received from you are two issues:
Reviewing for friends and review voting.
I received reports that some reviews have been removed because Amazon has started using algorithms that are allegedly able to determine who is friends with whom and who isn’t. It seems to be watching our every moves now and draw its conclusions – You couldn’t make it up.
Leaving this process to automation is a logical choice considering the volume of potential relations, but again: Transparency is absent and it defies logic when said programme determines who your friends are and who or what you can review without running into trouble. It feels like we are moving in a mine field without proper guidance how to safely go about our business. Amazon “knows” but sadly we don’t who it deems as our friends – until it is too late and our review privileges have been removed. Authors all operate in the same promotional areas and on the same social websites, but Amazon assures us it knows when we are friends with someone. A bit presumptuous, don’t you think?
What is a legitimite review anyway? My neighbour 1 starring my books because my hedge isn’t trimmed the way he wants? A stalker’s 5 star review? Both may never have even read my books. A fellow writer reviewing my book because they saw it on twitter or FB and has a similar interest? A troll?
If Amazon could get it right, it would be great. It would also take care of reviewers who 1 star everything they haven’t even read because they need to offload their hate and anger. It does seem an impossible undertaking, though. The way Amazon goes at it, however, is ridiculous.
The same is true with the other issue they currently have: the voting of reviews as helpful or unhelpful. Which reviews are safe to vote on and which ones are not? Are we not allowed to vote as we want, express our opinions and likes as we wish? If not, then please, Big Brother Amazon, have the decency to lay out the rules. Again, we’re lacking transparency in more than one way: For example, some reviewers hide behind generic names, such as Amazon Customer, or avidreader. They could be my “friends” without me knowing.
It comes down to their basic and rather vague allegation of ‘manipulating customers’ and ‘customer reviews’.
But: Every review and every review vote as ‘helpful’ is a manipulation at the end of the day. A fault free review system seems impossible, as the current madness shows. Objectivity in art is hard to achieve, whether it be liking a book for political reasons, because you ‘know’ the author, fancy the guy on the cover or hate anything written about spiritualism or abortion. To judge legitimacy of reviews quickly violates free will, freedom of speech and other basic humanitarian and consumerist rights.
It’s assumption that people set out to damage its business and integrity is paranoid and far-fetched. I have not deliberately broken their rules. Twitter once suspended my account and sent me the same automated messages referring me to their general rules. Eventually, however, they spoke to me and pointed out where specifically I had violated their policies. I was reinstated and have since operated within their framework without running into troubles with them again. Done and dusted. Amazon could do the same and gain my cooperation by being just a little more specific. I respect that it is their company and their rules, but they need to be clear.
Updates of reviewing policies, if they lead to such non-negotiable trigger happy action should be easy to interpret and communicated to its reviewers and customers. They should not be able to be overlooked. Amazon here reminds me of “The Hitchhiker’s Guide to the Galaxy” where Earthlings were reminded that the plans to destroy their planet have been lying in an office only a few million lightyears away – for years. Did we not look there?
But enough of my crying over spilt milk, which has never served anyone. The damage is done and all I have left is to move onwards and upwards, now that I shared my experience with you. I hope it helps you a little and may save others the same fate.
I’ve left Amazon as reviewer and customer and am reviewing any new books I read on Itunes and Smashwords, where I also buy all of my e-books now.
This all has been a useful wake-up call. Having recently moved to a small Welsh town I am reminded of the value and sense of community. I am buying also all other products locally again to support the small businesses that are under threat from cut throat giants like Amazon.
Amazon no doubt can afford to lose my business. But indie authors need to be aware that Amazon do not have our back (just think of Kindle Unlimited and the refund policy).
We need branch out to other sales sites, so Amazon cannot push us around like a bully, dictate our prices, allow refunds after our books have been read etc. Most of my books are already no longer exclusive to Amazon and soon the rest will follow suit.
We authors need to preserve our precious reviews in other places where they are safe from random and faulty algorithms.
Chrissy said:
That’s really awful. I can’t believe they were removed by Amazon.
writerchristophfischer said:
Thanks Chrissy 🙂
Chris White said:
I am really sorry this has happened. Amazon has so many rules and regulations it is mind boggling. Amazon just looks after …. Amazon. EBay is the same.
All the very best. You’ll get there. Kris.
writerchristophfischer said:
Thanks Chris 🙂
Annie B said:
This is maddening! Time to revolt and find other sources for our books. So sorry you are a victim of this.
writerchristophfischer said:
Yes it is. It could become a big issue for the entire indie community. Thank you for the support!
Annie B said:
When I first bought my kindle I purchased the book “1984” by George Orwell and downloaded it. I had gotten through the first couple of chapters when the following day I noticed it had been removed from my device!
I contacted Amazon and they informed me they were having “copyright” issues – the fact that they would just remove it from my personal device made me livid.
I am totally against the high-handed tactics used without any notice to the individual.
eden baylee said:
Downright ridiculous. Amazon has developed algorithms that cast a wide net to catch “offenders” but provide no recourse for people like you—legitimate buyer and reader and reviewer, who ALSO just happens to be an author with a large supportive network. They do not have this formula right, and should NOT be ousting reviewers until they do. Their actions toward you have been deplorable, Christoph.
I fully respect your decision to leave and get rid of exclusivity. I did this sometime ago myself based on a different issue.
It’s not right to have such an unbalanced playing field, and the only way we can make it better is by looking after ourselves elsewhere.
xox
eden
writerchristophfischer said:
Thanks for the support, Eden. ❤
SD Gates said:
This is awful!!!! Too bad we can’t set up our own Indie site, where we can review and sell our books without Big Brother stepping in to manipulate things on their behalf. I am so sorry this is has happened. I shall withdraw from Amazon as well – the more I hear about the way they do business, the more scared I become.
writerchristophfischer said:
Thank you. It is scary. Let’s hope they refine their algorithms quickly 🙂
SD Gates said:
Me too!!!!
Carol Ervin said:
I’m wondering if Amazon’s practices are now favoring its own imprints and those of traditional publishers.
mesmithcity said:
It’s disheartening. On the other hand, the rumours I\ve been hearing suggest that Amazon has never actually made a profit on bookselling (and they treat their staff extremely badly) – which explains why they have branched out into non-book stuff, and also that the investors, having let it ride for years without generating much income, are beginning to get frustrated.
Along with a bit of a sea change in how employees are starting to desert ill-paid jobs and mobilize for increases to the minimum wage, it might be that the books end of Amazon may dwindle in terms of its stranglehold. As a writer, one can only hope.
writerchristophfischer said:
It would be intersting to know what lies behind all of this and if what you’re suggesting is true and they are not making money from the books.
As writer, I should have seen the writing on the wall when they introduced Kindle Unlimited which is cheating many writers out of huge chunks of their royalties. Rumours about their treatment of staff, alleged tax evasion… They’ve done worse than removing reviews it seems.
Thanks for your support and comments 🙂
nativemericangirl said:
I continue to be baffled Christoph….I truly believe this all stems from a disgruntled Author, Their Fan(s), or something/someone like that. Amazon didn’t just wake up one morning deciding to do this. Make NO mistake, I truly abhor what they have done to tú y their Swiss Cheese like policies with so many holes in them. This is the work of someone truly trying to ruin tú.
I am happy to see that they are not winning Christoph 😊 tú seem to know what’s needed y have many other avenues to use to place your reviews on…… Continue to be who tú are mí amigo y the best way to show them is to continue moving forward y succeed in all tú are doing…..
Continued Blessings y Overwhelming Success Christoph!!! 💝
writerchristophfischer said:
Thank you De Ann. I’m very lucky to be surrounded by positive people like yourself who help me make the most out of the situation.
Obstacles define who you are and in this case it wasn’t even too much of a challenge. The support in this has been overwhelming and messages like yours are very much appreciated.
Many thanks to you ❤ ❤ ❤
Kirt D Tisdale said:
I was shocked on your last post when you revealed what happened and was disturbed by it. I am glad you have done a follow up post and the good news that has come out of it is two fold….big brother awareness and reminder and the sense of local community you re-found. Thanks for sharing!!
writerchristophfischer said:
Thank you for your support 🙂
judithbarrow1 said:
Unbelievable. This makes very uncomfortable reading. I am gullible in that I always try to believe what we see is what we get. Obviously not so. Trying not to be cynical. Enjoy your new life here in Pembrokeshire, Christoph – despite today’s rain. Which actually has done wonders for the garden. Take care of yourself.
writerchristophfischer said:
I don’t mind the rain here – it’s often short lived and the garden needs it. We’re in Carmarthenshire – almost Pembrokeshire
Thank you and all the best for your weekend x
olganm said:
Christoph, I also suspect there is something more behind this, but if we’ll ever get to know what… Enjoy your new home and keep writing and reading. The idea of having a reviewing site is quite good… I wonder if we should give it some thought…
writerchristophfischer said:
It’s definitely a thought worth exploring 🙂
realthog said:
That’s appalling news, Christoph, and appalling that Amazon should behave in this way. I do hope you kept copies of everything — otherwise I can hardly bear to think of how much of your work may have gone to waste — I mean 1700 reviews.
I keep a (flawed) record of my own reading on GoodReads. It worries me very much that Amazon owns GoodReads. Might I wake up one morning to find that all the work I’ve done there has been arbitrarily destroyed? (Off to download it all now . . .)
It’s comparatively easily to load all your GoodReads work into LibraryThing, by the way. Maybe that’s the way to go.
writerchristophfischer said:
Thanks. I just tried Librarything but my export file is too big, so I need to come up with something similar.
Many thanks for your advice and support 🙂
cornfedcontessa said:
That is some messed up stuff. It’s really sad that a actual person won’t tell you what the hell is going on.
writerchristophfischer said:
Yes, it is mad. Thanks for the support! 🙂
cornfedcontessa said:
You bet. I hope it gets straightened out. Amazon is huge in the US.
billyraychitwood1 said:
Really sorry for your dilemma with Amazon… I was on Smashwords for awhile until Amazon KDP informed me I had to be exclusive with them to post my books on KDP Select. At the time I thought that was my best avenue for marketing (on KDP). Your situation brings new light to the subject. Guess I’ve got some thinking to do. 🙂
writerchristophfischer said:
Thanks Billy. I also avoided other platforms to be eligible for KDP select but I’m not sure it is worth it anyway. Before Kindle Unlimited I thought Amazon was a great place but it has cut our share of profits effectively, so I look forward to see how I get on with Smashwords and itunes.
All the Best and thanks for your kind words 🙂
Lorna's Voice said:
I think that what you are doing–taking the high road–is just what I would expect. Amazon (as the name suggests) is a giant player in self-publishing and some competition is never a bad thing. I hope that other outlets will succeed in providing viable options for indie authors–maybe not always as an alternative to, but in addition to Amazon.
I tried Smashwords and did not have any success. I wish you MUCH better success than I had. Of course, you are a more season marketer and a more prolific author, so those factor are surely apt to work in your favor no matter what outlet you use! 🙂
writerchristophfischer said:
Thanks Lorna. I’ll blog about the experience when I have more data to make it worthwhile. In the first instance it is good to have several buy links to give to people, not Amazon only. I think the first step is to break down the notion that A is all there is.
Thanks for your support and best of luck with your writing projects which I would love to read more of 😉 ❤
Lorna's Voice said:
Thanks, C! I’m working on getting an editing certification right now. When that is done, I’ll be in a better position to talk about my new path…Changes all the way around, huh? 🙂
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