For the most part, I agree with you.
From Jack's note he already has spoken with a supervisor and they informed him it's company policy "I was informed by a Dell supervisor not long after all of this the reason I was refused was because of their post September 11th policy of screening buyers."
I think talking with the sales person and a supervisor is as much as any company can ask their customers to do. If the company fails after that, its time for new tactics.