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You really need to look at how much work and money this customer brings in to you each year; unless you're making a healthy profit from them, I'd say fire your customer. Anyone client who can't be bothered to keep up to date with software and the skills in using it are amateurs, and we all know the amateur clients are by far the biggest pains, the loudest complainers, the least talented and the first to blame everyone else except themselves. Two old adages come to mind: a little knowledge is a dangerous thing (them) and 80% of your effort realizes only 20% of profit (you). Don't waste time on them unless you absolutely have to, or start charging them a premium for sending in incomplete files using legacy software. The time you spend cleaning up their garbage could probably be better spent on jobs that return you a higher profit for that same amount of time.
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