Originally Posted by HostUS-Alex
If you do take action, make sure you have a claw in your terms and conditions that they agreed to...
Looking from a client standpoint I would certainly stay away from companies that hides behind their Terms and Conditions. Hell, if I'm an existing client with an issue, someone from Support waving their Terms and shrugging their shoulders would make me mad to the point where I decide to bash them in the forums. See, this is what can create the issue, not solve it.
Even the best formulated Terms do not apply to 100% of cases, any reputable company has to be flexible with them and treat the issues on a case-by-case basis, not generalizing them to fit your documentation.