You should feel lucky they even told you the truth. I've had customers lie to me directly over the phone about how they used our product and found it unsatisfactory, and when it was returned we found the CD-ROM was still sealed in its original plastic.

Selling to businesses (and governments, too) involves a lot of dealing with bullshit. Many times we've told someone we couldn't do the "absolutely must have" feature, and they still bought it. (Once the critical feature was to disable the copy protection, after which they would buy one. And when we refused they bought three.)