Set the scene:
We have a customer who we used to provide hardware and software plus a maintenance contract as well. The owner decided that another company who we know pretty well could give them a better service so switched everything to them apart from the provision of BroadBand which we still do.
Customer: Hi my daughter cant get on the Internet at home
Me: Can it go on the Internet?
Customer: Yeah she needs an IP address
Me: She will need to connect to the router
Customer: Well my son cant connect either with his laptop
Me: Are you putting the passphrase in?
Customer: Whats that? Mark usually does that as you know, XXXXX Ltd looks after us
Basically he does not want support from us but because he has BroadBand from us he thinks that gives him the right to have unrelated work done by us for free!