I know that software testing cannot provide for EVERY circumstance (been there, helped to write the test scripts and done the testing on other people's scripts) but the error response does seem out of place.
The second problem is that, if you try to tell the company of the problem ... how do you find the right form to fill in and will they even read it? I've given up telling companies about problems in the execution or even simple errors in the text - because they never reply to acknowledge of thank you. So I just 'mark them down' further in my estimation.