Had exactly the same feeling. I felt bad for the GH employee who responded. He was helpful and thoughtful, made it clear what the problem was, offered advice and promised to make whatever's possible on their end...
...only to have someone come up and act like a paying customer whose expectations weren't being met. He answered suggestions by saying something that comes down to "I don't understand, can you repeat please", and never quite grasped that if he wants a better experience for his users, he also needs to work for it.
The introduction to the response, in typical douche manager style, was the cherry on top.
