We take great pride in our software and in the support we provide. If you encounter a bug or a problem in any of our software, we will fix it. If you encounter a usage difficulty or ambiguity, we will help you, and we then amend our documentation to provide the same help to all our users.
This user did not report any kind of bug or problem, he wanted help to implement a complex new feature. In this case we felt that this went far beyond the remit of normal support, and we declined. We do have to draw a line between support and consultancy, and we are happy that we made the right decision in this case.