This is what can happen when a legitimate customer hits an artificial wall within your business.
It’s made worse when customer service is setup to fail. Clearly the service person has no power to do anything positive to seal the deal and help / retain this customer.
The guy is standing there with money in his hand and she is forced to tell him they can’t take it unless he’s willing to buy an old, backdated version of the product.
What’s worse is that the rep has been trained to say something like “I understand why you would be concerned.”, which is code speak for “Yeah, it stinks but I can’t do anything about it, sorry.”
Don’t put up artificial walls.
Don’t make customer service (much less your website) into a “sales prevention department”.
Make it easy to buy.