Free or not, he/she is a customer. You must behave yourselves and be polite at all times on this forum regardless of who you are.
I have been a paying customer for years and I can tell you that the program is deteriorating along with the service and forum help.
The current problems (of which you are well aware) are still not anywhere near resolved, this after uploading system data, reports etc...
Everyone (not forgetting free customers are potential paying customers) will remember you if they have a virus attack while this BS continues..
Help was offered in a friendly manner but as the user refuses to help us understand what his problem actually is then it is impossible to proceed, demanding and becoming offensive toward the users here that help for free doesn't earn the OP any points and as such he is returned a response with the same respect and manner he has given us.
I'm afraid that is quite an inadequate position to hold even as a volunteer (which is appreciated by most users here I'm sure, including myself).
How to explain it? Would be utmost on the complainants mind.
How do you explain something that is beyond your own comprehension? Which I suspect is the case here.
I saw the posts and the initial reply was OK. Unfortunately you get this, you have to rise above it.
Being calm, polite and professional about it (volunteer or not), conducting interactions here in this way will ensure the integrity and reputation of this forum.
It isn't hard to see that point of view as the correct one is it?
It's only one customer but these things can have a serious flow on effect which can only be a detrimental one in the long run.