I'm not saying PS doesn't have a problem.

I'm saying expecting/asking an Intuit employee to *personally* chat with your client is absolutely ludicrous.  I hope you didn't actually offer that as an option to your client. 

And if a client were to harass me over something out of my control, said client would be fired on the spot.  I would hand back all source docs in my possession and tell him to go find someone that gave a d*mn.