Exactly what I thought reading this thread, their response was very defensive and certainly not a good response to give a customer.
Any problems/complaints, no matter what the business, can be turned around in such a positive way that the customer leaves feeling positive and is potentially now an advocate of your business. I have no experience with this company but from reading this thread it appears their staff and business behaviors need some re assessing. Hard sales are all well and good but without quality aftercare you just feel like you have been done over.