I 100% disagree.

For a lot of customers, the format button shouldn't be there. As they barely have enough brain cells to tie their shoes in the morning.

For everyone else - you HAVE to have the format button to be able to watch all the channels properly.
Set to 'Original format' it will show everything correctly. When they get the pictured window (black bars all around), they select 'Crop'. Not hard to switch between the two. [wish DirecTV had a discreet code for formats]
If this gives the customer problems due to complexity or they complain about the pillar boxes, then select stretch and leave it. Then all they have to worry about is tying their shoes in the morning.