designerotica, may I make a suggestion? Drop the instant messengers. They are at the root of most customer service problems. I ran a script site that catered to adult webmasters for quite a while. I had countless problems with idiotic, impatient asshole customers due to instant messengers and the customers inability to remember how do use any other method of contact. I switched to
http://www.phplivesupport.com and
http://www.perldesk.com. That pretty much solved my problems with guys like this.