Nice point Alfa1. If most people understood the difference between product support and code modification there would be alot mess misunderstanding all around. I know our company policy of not assisting with code modifications might be troublesome for some but this is merely in place because of time constraints. The problem alot of times is when users expect us as a company to tell them how to modify the code to make it work they way they want and not how it is released. Our company has always maintained we provide product support on our code released as it is.
I may at my discretion and any free time I have assist anyone I want to outside product support. Those times are few and far between though since work takes the majority of my time.