If that's not how the CEO sees it then he's the wrong person to be running the company. I'm currently employed by a smallish MSP and I know who would win out in our company. If the sales guy is trying to sell them something they don't need he's going to at least get told off. I would personally chose option b but as always, being a little careful how you say can make a world of difference.

Well, I couldn't download it using IE 8. It said it didn't trust the company that signed the cab file for the downloader. It worked just fine in firefox 3 though....

After having worked retail for 7 years (approx) I would say that it's wrong of the customer to be an "ass". However, if the $500 printer actually broke after 5 months then it's the job of the sales rep to contact the manufacturer and try to get this dealt with.