You didn’t show gratitude to a customer service representative. That’s just a construct. You treated a human being like, well, a human being and they responded how any human being would when actually treated like a human being.
We are all, sadly, the hero of our own story, and everyone else is just a means to an end, like background extras in a movie, like the Genius Bar employee being nothing more than a malfunctioning tool to the person with the iPhone. One of the foundational moments of my life was realizing just how messed up that really is, and deciding to behave differently.
Unfortunately I now have a whole new set of reasons to be infuriated at how I see people treat each other. We don’t just treat service personnelle that way, we treat pretty much everyone that way — unless we choose to do otherwise.