That is not the way to handle this issue. I've found my one problem with Linode is they are arrogant. It comes off pretty strong if you ever ask them questions in chat.
One thing to note is that the irc channel if that is what you mean by chat, is mostly populated by non linode staff. And many of us there tend to be sarcastic as we idle there and chat about all sorts of stuff while we are bored at work or whatever. Unless it's someone with ops, you aren't getting an official reply and even then for something official they usually refer to ticket system.
