Their customer service ratings might be high, but those ratings are inflated by the same people who, if they managed to notice that their new phone was actually refurbished will get a quick turn around on it, nevermind that they shouldn't have to deal with that at all.
The customer service is also inflated because they'll screw over sellers to do that. Maybe I'm too vindictive over my really negative experience, but there's plenty of stories of them screwing over sellers. It's also a notoriously bad place to work (friends and HN stories attest to that).
That stuff combined suggests a company that will do what it wants to win, cracked eggs be damned. It's admirable in a way, but it doesn't seem there's much in that company except a desire to dominate.
Except Bezos provided an extremely logical explanation for that. He transformed himself physically because he wants to live as long as possible and be physically fit enough to travel into space when it becomes possible. Bezos is 54, which means his window is closing physically, he's attempting to delay that as long as possible.
Cutthroat, with what? The way he's taking on Walmart? The way he's taking on Apple? The way he's taking on Google? The way Amazon routinely gets voted as one of the best customer service companies?