He mentions that he bought the software when he had a Mac/PC with a DVD drive. Now, he no longer does. Buying a new computer shouldn't mean he has to re-purchase software to be able to install it.
So? Get a USB device or perform an external backup before switching to the new computer. There's nothing more hypocritical than geeks feigning technological helplessness.
The larger point is that it was a customer service issue. If he called and still couldn't get the download link that'd be a company wide issue. To get answers from people just following scripted text is baffling. When a customer contacts you, it's an opportunity to wow them not matter what the issue. "Oh sorry not only can't I help you, here is a script that me, my supervisor and manager all copied to you. Have a good day" I'm glad their call service actually was helpful unlike PayPal's.
This part I agree with - the text chat should have been consistent with the phone support. I posted because I thought a (valid) request for greater convenience was being presented as a case of injustice. I imagine that the text support correspondents were silently thinking 'we didn't make you buy a laptop without an optical drive, did we?'