I worked customer service for years with a cell carrier in the US. It was tiring hearing everyone's problems with their luxury devices(at that time). I left and got a job at Aetna customer service 6 weeks of training and I walked in the first week on the job. After getting off a call with an elderly gentleman trying to figure out why we weren't paying for his wife's medical care. And all I could say was the plan you have well not cover that because you didn't jump through some ridiculous hoop. A hip that as a young adult I would have struggled to complete let alone a very old person who doesn't understand what is required and there is no one to help him.

I agree with everything you said they are both businesses trying to squeeze profits. My only issue which supports Spotify is that Apple has a competing music service. Strikes me this is improper. Though if no one is going to stop them it's in their financial interest to do it, 'principles' be damned. The rest of the argument is theater to drum up sympathy from consumers as you allude.