Agreed, bad situation all around.
I can think of ways that the company could have handled it better, and for crying shame the screws wouldn't cost them more than a dollar. But they have a valid point on the counterfeit issue. Seems to me, I'd be asking about where he purchased the "Vino" and be going after the counterfeiter with great gusto.
All in all though, you can buy the screws at any hardware store for under 2 dollars
. That alone makes the whole situation.....I won't say laughable, but it makes it amusing in a wry way.