Well...there's rarely a downside in the extra mile... as long as it's the right folks doing it (customer service reps, account managers, etc). Spending a core-d

Well...there's rarely a downside in the extra mile... as long as it's the right folks doing it (customer service reps, account managers, etc). Spending a core-dev's time on a customer's code seems kinda backwards. As a rule of thumb: I'd say if one customer makes those kind of complaints, it doesn't necessarily mean anything... but if two customers have the same exact problem then you should look into changing how you present your guidelines/docs to the users. They might need to be modified to make the warnings more aggressive and apparent. If you've done everything you can in that area, then all you can do is equip your customer-facing-teammembers with all the firepower they need to handle those kind of complaints themselves.