I'd like to jump in. I think that fundamental to this discussion is privacy.
When I read about that situation.... Privacy, in our opinion, is a fundamental right, and your data is a fundamental right. A company should be strongly encouraged to protect one's right. In that case, I think the mom contacted Apple a couple of times. She was protecting her right, her son's right and her family's right. Not to have a VDP or a way to handle these issues infringes on one's privacy rights.