Re: Once again the bad memories resurface
Back when I was supporting software that searched bibliographic databases on CD (e.g. Medline), we often had tickets about specific searches. Researchers would write complicated queries to run against each database update and then complain when they didn't provide the expected results. Our standard response was to ask for the exact query and database edition so we could attempt to recreate the issue to see if it was a problem with the database or the query itself.
One customer refused to provide his search query because it was "secret", so we refused to help him wifh his issue.