[porpoisemonkey]

It doesn't sound like this would have helped in this particular case since they were unable to contact the customer.

[mytailorisrich]

I was replying to a bullshit claim that they cannot retain for more than 30 days no matter what.

That's hiding behind the T&Cs instead of owning their decision not to even try because there is nothing in it for them.

[joemi]

So you're in favor of companies breaking their terms and conditions at will? I think that would cause quite a lot more outrage and problems.

[reaperducer]

So you're in favor of companies breaking their terms and conditions at will? I think that would cause quite a lot more outrage and problems.

Do you really never get e-mails from various companies every few weeks telling you that the terms of service have been updated?

I think I get one from eBay alone every other day.

[johannes1234321]

Those can not be compared that easily. There are many changes you can do easily. Changing data retention periods impacts guarantees customers may have given in compliance to privacy regulation like GDPR, HIPAA etc. and thus is a substantial change to the customers in areas with such regulation.

[mytailorisrich]

You did not read my comments, did you?

The T&Cs are an agreement between the parties. That agreement can be changed at any time if both parties agree. So they just need to ask.

[joemi]

But if they make an exception for one person, they're opening the doors to complaints and possibly even legal action from others who want the same change. So making an exception for one person isn't really making an exception for just one person. Instead, it's a large process that needs careful legal consideration.

[rurp]

Contracts can be amended when all parties agree on a change.

[joemi]

An exception for a single client might fly for a small company, but it's not really a _simple_ exception when you're a large company (like Saleforce). It needs careful legal consideration and possibly means changing the general T&C for everyone.