Sounds like you're not exactly providing a good customer service then if you aren't catering to your customers' needs...I work customer service and the amount of people who send in HEIC files for compensation claims yet don't know or understand what HEIC is or how it was enabled in the first place is astounding. We regularly have to decline them if they're too tech illiterate to send JPGs.
It's the iTunes Connect of file formats. The world was fine with JPG and RAW.