I don't know what Patrick was thinking of specifically, but I know many people will call customer support looking for handouts rather than support. They'll say,

I don't know what Patrick was thinking of specifically, but I know many people will call customer support looking for handouts rather than support. They'll say, "My $5000 Whatchamacallit has a blemish on its whozit. This is unacceptable. No, you can't fix it. I want a new one free."