U
UniverSeal
Thinners gets of most things, and it does say on the grout restorer pens that you should not use solvent cleaners on them, confirming the fact, but on porcelain tiles I would guess that would etch the tiles? Cooking oil cleans off wax crayons a treat, but again you then have the problem of oil on grout...bit of a Pandora's box, so it really sounds like the customer would have to bite the bullet and pay for a regrout...
Try cleaning the porcelain with "Acetone or Xylene" these are both very effective solvent cleaners for very stubborn stains.