Idk. I don't have a PHD, but 220V sounds like 240V to me. I wouldn't do this.
I feel like getting advice about how to wire up electronics should not be so hard.
> Maybe they should just improve their product to make it more resiliant
Adding "resilience" usually adds to the per-unit cost. I think making a web page adds some cost too, but at least that can be amortised.
> And no matter what happens, customer support should help the customer, not blame them.
I think that's happening here: Making a web page to educate future customers seems like a really good idea. I wouldn't have thought that necessary until I saw it, but I'm always excited to learn something new.
The existing customers who did dumb should consider this a relatively cheap education in electronics; cheaper than a PHD at least!
Also, whether the company also gave them rebates or credits we don't know here, but telling "customer support" they "should help the customer" is also telling them they're not helping the customer, and you don't know that.