You have to laugh. and I find stupidity to be funny in some cases. It makes no sense to be verbally abusive when you can hit them with common sense with one sentence and a little fun in the process. Most of them just do what they are told. Its a job nothing more.
Everything the VA does is on paper. Whether its a police or a regulation. No different then when I was in the military or any Gov organization. They are powerful tools when on your side and can not be denied no matter how hard they would want to