Travis, I'll just make this last comment in response, and that's that they (Josh?) could have directed him to such information. I buy skid plates for my cars and the vendor has extensive documentation on installing them, available to the public (I don't have to be a customer, yet). If I didn't like the way it installed, no matter how great everyone else figured these plates were or the installation was it seems that knowing in advance is better than finding out afterwards. Yes, I agree that there will always be customers who just cannot do something no matter what and that they'll look to blame the manufacturer/vendor (one can pop on to just about any site and read reviews to find such people); I would think it prudent to try and weed out such potential customers up-front.
If there's some thinking that there's proprietary information and or a concern over controlling revisioning (or perhaps a concern that it'll allow someone to craft their own solution) then just say it. A lot of this, whether the intent or not, comes off "looking" like one is hiding things.
I just put up a bunch of fencing. The fencing manufacturer had lots of information on installing the fencing. You might say that "it's just fencing!" but absolutely no one in my area is using this fencing (fixed knot woven wire- for woven wire everyone uses the standard hinged woven wire). Would I have bought their product if I could only get installation information once I bought their product? No. The documentation helped SELL me their product. And, for what it's worth, and I know that I'm a bit off topic, my neighbors really took notice of my fencing (they're very impressed by it- one neighbor with standard woven wire is very disappointed with it- it's just not as good, and the installation was just poor).