When insulting your customers is OK

I've been going back and forth with Michael aka exiledsurfer over email and on the official artificialeyes forum regarding the 3L video software that I've been working with.

When people see it running in my studio, I get comments like "Holy UI insanity".

It is so complex and user hostile, that when I asked how to save a preset on the official forums I got 2 pages of text description, and later a 7 minute video tutorial showing step by step how it's done.

Wall of text crits you for 7000 damage.
You die.

More failed attempts at saving and loading prompted me to post new questions, and emailing Michael personally. Some stuff is working, others not.

Then, Michael asked me to ring him on skype so he could go through it with me. I appreciated the offer, but pretty much blew it off, for a few reasons. I don't have skype set up yet (it's on my list). And, I recently got booked for a show, which I need to prepare new material for.

So, I explained to him that I'd probably just skip the video portion of the show, and focus on the music and lighting effects.

To which, I got this response:

"i want you to have video for the show. call me, dork."

HAHAHAHA

OMG

This is the only time I have ever genuinely laughed from a technical support request. And the first time that a potentially insulting term has been used to effectively connect in a business oriented relationship.

Grats, Exiledsurfer, you just achieved ed's top honor: hero status.