Oh I agree with that. I was just pointing out the example itself doesn't work so well. I do understand that it's not necessarily store policy, but comes down to

Oh I agree with that. I was just pointing out the example itself doesn't work so well. I do understand that it's not necessarily store policy, but comes down to the choices of specific employees. This is why i think it's a poor example. With spotify you'll never have a situation where an individual employee can make the decision to allow someone to say use an adblocker or something. In a lot of ways you can't really compare it to real world examples, because even within corporate chains individual employees can just say fuck it and choose to give the customer a discount or a custom order or allow something they shouldn't. With an online business like Spotify that utilizes algorithms and automatic actions, this is unlikely to ever happen. Having worked in a few customer service jobs, or hell even now where I work now, you'd be surprised what customers think they're owed vs what they actually are and how often they do end up getting their way. In some ways maybe it's because of this people take this mentality onto the web and expect to be able to do the same things. The real world usually ends up being a lot more grey than the black and white of the legalese and terms and conditions of the internet.