To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. It also analyzes reviews to verify trustworthiness.
I was just on the phone for 15 minutes trying, unsuccessfully, to submit a claim. I had to repeat everything countless times throughout the whole call, trying to communicate basic information like my 17 digit Amazon order number, my name, my address, my phone number.. The person either could not hear me, or was unable to type what I was saying accurately. I felt like I was losing my mind. I asked her twice if there was a way to submit a claim online so I could just copy/paste the information in. After ages of listening to her rummage around looking for the website I had to give up!