Alex, Lloyd , Eric, etc. have a passion for this game, customer satisfaction, and a goal for superior customer service. In my opinion, they have surpassed expectations in this area.
I have called on cell phone lines after 11pm est on several occasions, and the phone was answered, and some very basic tech questions were addressed professionally EVERY time. They take a lot of pride ( I believe) in their customer service, and believe some have the right to feel " testy" when challenged on their integrity.
Can't imagine Alex ever acting unprofessionally ( verbal or otherwise) to an end user. This is, however, a public forum, and he can certainly defend discuss, or even debate situations. I'm not sticking up for him ( he doesn't need it) , but you have to believe their was simply a communication issue, plain and simple.
If the original Tech wasn't allowed to verify his repair by the Client for whatever reason, it's on them ( completely unheard of in ANY other industry). OP obliged , but good grief.
Hats off to OP for doing the right thing, and JJP for clarifying, and closing the situation.