Warn was there as a vendor not as a certified Warn Repair center.
So as directed by the all so wise Warn rep I will call customer service and let them look at my winch over the phone.
The Warn rep directing you to contact the Tech Support Line is what a Sale representative is typically directed to do in most cases. They are typically not mechanical engineers or Certified Techs; and for him to take the 2 minutes you state it would have taken to point out that you were in the wrong, would probably not have been the best anyway in fear that he could not diagnose your problem correctly or at all. In Sales they are not trained to diagnose problems only to tell you what the best product is for your application, and direct you to the Tech department for repairs.
From your own statements it seems that the Warn Rep did his job very well. Sales does the selling and Tech does the support for the product and the Sales Team.