The customer made a decision to use a particular storage platform due to the features that are advertised. One of those features is a desktop client.

If the desktop client is failing, then he's not getting what is promised "on the box" (or in the feature set advertised on google.com).

They sell that client pretty hard btw: https://support.google.com/a/answer/2490101?hl=en

To use the full power of Google Drive, you should install Google Drive for Mac/PC, a desktop sync client. This synchronizes any or all your files to Google Drive on the web, making them available anywhere, at any time, on any device. It also provides secure, cloud-based storage for your files.