I'm with Stavros on this. Fundamental attribution error is real, and while it's a good reason not to judge a person for a one-time outburst, such rude behavior is still unacceptable in a civilized society. People don't stop testing behavioral boundaries once they become adults, so someone who's successful at shouting customer service into compliance is likely to continue doing so. Standing up to rude behavior is doing a service for everyone.
This is entirely orthogonal to support - customer protection laws define what a customer is entitled to. Often, the call to customer support is an attempt to expedite the process beyond what the laws dictate. Many companies will gladly comply, as even a happy ex-customer is a win. But if someone's being rude, it's only fair to tell them to send a filled-in form by letter and expect a reply in 14 business days.
This is entirely orthogonal to support - customer protection laws define what a customer is entitled to. Often, the call to customer support is an attempt to expedite the process beyond what the laws dictate. Many companies will gladly comply, as even a happy ex-customer is a win. But if someone's being rude, it's only fair to tell them to send a filled-in form by letter and expect a reply in 14 business days.