Yes. Your pain point is the level of support you are giving on good faith to these charlatans. Maybe add a clause to your license that you reserve the right to

Yes. Your pain point is the level of support you are giving on good faith to these charlatans. Maybe add a clause to your license that you reserve the right to limit the amount of technical assistance on the free download. Outside of that, if I understand this matter correctly, most of your customers are honest and you’re willing to write off this one company in the interest of keeping your own corporate sanity.