That sounds just like the (very generous interpretation of) Yelp business model. Automated systems that are as effective as elevator door close buttons, & human

That sounds just like the (very generous interpretation of) Yelp business model. Automated systems that are as effective as elevator door close buttons, & human support available only to paying customers. I think the origin of this wasn't even originally sinister. It's just that "free" services aren't willing to provide human support, so youtube, gmail, etc. rely on automated systems. Ultimately, only paying customers get human support, and that simple system (even assuming all actors behave well) progressively skews to the advantage of paying customers. The house edge is small, but cumulative.