"DrHaribo can ssh in and work with" != "doc H is getting a stick sent to him"
I agree, they should send him one, because he is indirectly increasing their sales.
heh - not indirectly, directly.
Unfortunately, the companies making these things don't think that is true at all ...
... and they enjoy the free software development and support they get even though some of them make huge profits.
I have to give you this one. your client has made a lot of money for a lot of people