alt Hacker NewsInfra engineer here. The obvious reasons for needing the data is debugging. I collect logs, metrics, traces, and errors from everywhere, including clients. All of these come with identifying information including the associated user. From the perspective of this thread this is a huge amount of data although it's pretty modest compared to the wider industry.
This data is the tool we have to identify and fix bugs. It is considered a failing on our end if a user has to report an issue to us. Mullvad is in an ideal situation to not need this data because their customers are technical, identical, and stateless.
It's not my department but I think we would get laughed out of the room if we told our users that we couldn't do password resets or support SSO let alone the whole forgetting your 'credential' means losing all your data thing.
> Mullvad is in an ideal situation to not need this data because their customers are technical, identical, and stateless.
A lot of companies could be in similar situations, but choose not to be.
All of retail, for example. Target does significant amounts of data collection to track their customers. This is a choice. They could let users simply buy things, pay for them, and store nothing. This used to be the business model. For online orders, they could purge everything after the return window passed. The order data shouldn’t be needed after that. For brick and mortar, it should be a very straightforward business. However, I’m routinely asked for my zip code or phone number when I check out at stores. Loyalty cards are also a way to incentivize customers to give up this data (https://xkcd.com/2006/).
TVs are another big one. They are all “smart” now, and collect significant amounts of data. I don’t know anyone who would be upset with a simple screen that just let you change inputs and brightness settings, and let people plug stuff into it. Nothing needs to be collected or phone home.
A lot of the logs that are collected in the name of troubleshooting and bug fixing exist because the products are over-complicated or not thoroughly tested before release. The ability to update things later lowers the bar for release and gives a pass for adding all this complexity that users don’t really want. There is a lot of complexity in the smart TV that they might want logs for, but none of it improves the user experience, it’s all in support of the real business model that’s hidden from the user.