Reviews are for the customers, yes. But if a customer has a problem, leaving a bad review does not help that customer. And if it's a problem that can be easily fixed, it doesn't help other customers either. Directing people with problems to internal support is unambiguously a good thing. If that customer's issue can be resolved, that's the best solution all around. And if it can't be resolved, well, the user can still go leave a bad review if they want to.