Oh my! What the hell does all this matter anymore. The OP just vented about how they were treated on the phone by CS! I would've been just as PO if I had heard an employee say that! Especially if I was the one on the phone! I could care less if the comment was for me or for the person right before I called...the point is, the comment was made, using nasty language and , I (A CUSTOMER) heard it, and the employee needs to be reprimanded.
I do agree there are a ton of people who try to push the envelope to see what they can get stores to honor...but not everyone is that way and with the prices being so dang high on everything now, who can blame them if they do?