will be interesting to see if this ends up being positive or negative. I like the approach of having the customer say "no", instead of having the vendor saying "no". I do this all the time at work.
customer: Can you help me, I want you to do something for me which is not covered.
vendor: sorry, we can not.
customer: you guys are hanging me out to dry. will never buy another product from you ever again. Goodbye.
customer: Can you...