There's no excuse for someone in customer service to be a dick like that, but maybe the terminology you're using is off? I've been doing professional IT jobs for about 5 years, and if someone told me "their ex crashed their hard drive", at the very least, I'd need clarification. (it seems more likely that maybe they screwed up the system as it was installed, and it just needed restored -- to say "crashed my hard drive" almost implies some type of physical damage with the hard drive that someone can't really, simply, do without removing it). Regular ol' hard drives are also known to go bad on a semi-regular basis, but that doesn't seem like it was the issue. That said, the guy was clearly acting like a dick and should have handled it completely differently than he did.