I disagree, but I wouldn't email anyone with "it doesn't work! FIX IT!!!" with no further detail and expect to get help, paying or not. I'm frankly surprised that you think that a person this rude is entitled to support.
Paying gets you support, it doesn't get you the right to be rude to the person you're asking for help.
Paying gets you support, it doesn't get you the right to be rude to the person you're asking for help.
What would you have done?