Yes, absolutely.

Since this was the business model this company deemed acceptable, I figured it was completely acceptable to do it in return. When all you receive to your questions is "RTFM, idiot", that's a punishment in my opinion...not a correction. And I'm the one holding the million dollar purchase order in my hand.

I could not (and would not) waste development time trying to reeducate this person into being a better customer support person. That's not my job - it's theirs. Sometimes you need to whack someone on the head with a 2x4 before they get the message.

It sounds like his goal was to be able to have a helpful support person to call.

(Attempting to correct from the outside, the flaws of vendor bureaucracies seldom goes well.)