As I see it, we all have to live with poor customer service because most sheeples are willing to shut up and take it rather than stand up and fight for what they deserve. Why would you pay a premium price for hardware and then just bend over when it doesn't work the way it's supposed to?
Should he have known he'd lose his data in the process? Yes. Does that mean he has to like it? No. Does that mean he shouldn't bring it up at all? No. How do you expect a company to understand the impact their policies have on a consumer if you don't say something about it? You yourself said they wiped your drive in a situation where it probably wasn't necessary. Why is that okay?
Apparently is okay because you're willing to live with it. You want to talk about a TOOL? Bad policies will never change as long as people just let them be.
I want to go on the record with a related point: If you have a problem with a company, don't take out your frustrations on the poor CS rep on the phone or on the other end of your email. They don't write the policies. They are usually limited in what they can do for you. But you can calmly and politely express your frustration and expectations, and then insist on taking it up the chain if they can't meet your needs. Be nice, give logical explanations for what you want or expect, and you'll usually come out fine in the end.
"Who cares if it doesn't do anything? It was made with our new Triple-Iso-Bifurcated-Krypton-Gate-MOS process ..."