The key problem is that MA is reading 'we're not legally liable' as 'we're not going to help her'. There is a huge difference between the two. Companies go out

The key problem is that MA is reading 'we're not legally liable' as 'we're not going to help her'. There is a huge difference between the two. Companies go out of their way to fix issues where they have no legal obligation to do so. However, they can still claim that they have no legal obligation with the offended parties to do so, they're just doing it out of the goodness of their hearts (and reputation of the business going forward).