What is wrong with Amazon (or any vendor) following up on a bad review? If they’re offering incentives to take it down, of course that’s a problem. But engaging

What is wrong with Amazon (or any vendor) following up on a bad review? If they’re offering incentives to take it down, of course that’s a problem. But engaging with the customer and identifying faults in detail seems like a plainly good, consumer-friendly and win/win behavior that every brand should practice. That said, I’m not sure a third party seller can get my contact info as easily as Amazon can, so that part seems a bit unfair.