I can empathize with the customer here. I have also seen it from the other end, working for a large and slow SAAS organization. I see PMs always wanting to show the customer the "roadmap" because they think it somehow appeases the customer and calms their wrath. The wiser customers know that a roadmap is not a promise, and will take it with a huge grain of salt. I have grown to almost despise the word or mention of it. Quit with the meetings and compliance reviews and politics and just get stuff done for god's sakes.
This is exactly where that customer was coming from. Many many broken promises from their previous vendor about essential features "being on the roadmap" for 2-3 years without ever seeing the light of day. (And we knew that was one of the biggest reasons we poached them away.)
