It's not that it was unwarranted on the consumer's part, but rather that the common outcome of support (of no human reply) would have been not noteworthy, quickly forgotten, and probably not resulted in the upthread comment at all.
Instead, the case of having human-staffed support for a low-priced product that happens to have given an unhelpful reply to GP (but likely gave helpful replies to >50% of support cases [because most support questions are user-error]) drives home a negative [rather than null] feeling in the upthread consumer and results in the negative response above. (For avoidance of doubt, GP/consumer did nothing at all wrong then nor now. I'm talking about the incentives a company has to offer support at all for a low priced software product.)
Instead, the case of having human-staffed support for a low-priced product that happens to have given an unhelpful reply to GP (but likely gave helpful replies to >50% of support cases [because most support questions are user-error]) drives home a negative [rather than null] feeling in the upthread consumer and results in the negative response above. (For avoidance of doubt, GP/consumer did nothing at all wrong then nor now. I'm talking about the incentives a company has to offer support at all for a low priced software product.)