Seems pretty straight forward. If you're in customer service and you say something that makes the customer feel demeaned, or that they are inconveniencing you, or that they have upset you, then you're doing it wrong. No matter how many hours you've logged.
Customer service is about winning the customer over. If your pride prevents you from apologising then you should change businesses.
Yet you did it anyway. Clever. But in your attempt to be witty/clever you unsurprisingly missed the point. Never mind, logic and common sense aren't likely to sway you in your effort to save $5 whilst potentially damaging your $1000 phone.
The point wasn't missed at all, it was dismissed... But hey... you could have made your point without the insult. Much like the 'customer service' guy above, you decided that you had to demean as a part of your point (or your nature lead you to demean without you realising) ...
Diplomacy 101: be nice and you will get better results from your conversations.