That's not the point I'm trying to make. Clearly support has to draw the line somewhere, "working anywhere" is not a reasonable commitment. Linux is not officially supported, the problem doesn't occur (I assume) on supported configurations, therefore it's not up to support to deal with this.

I genuinely can't imagine what else the guy could do, checking for unsupported configurations is probably item #2 on his script, item #1 being "say 'Hi'".