Some people don't have time for all this politically correct BS. The guy is having problems, he's determined that it's not living up to his expectations, whether anyone else thinks his expectations are too high is irrelevant. If I asked someone "Hey how do you like so and so" and they lied and said it was great when it was actually a POS, I'd be pretty mad.
Maybe is enough people stood up for quality products, manufacturers would stop turning out c r a p.
I probably would not have let them do the service though. Who knows what they'll do?