If he'd have said "I know they won't, but I'm going to see if I can get them to replace the car entirely" I would have let it sit. Instead he came in here and said he's going to demand a new car and proceeded to rant.
He's entitled to be pissed, I would be. But he's not entitled to a replacement of the entire car.
Long story short, if he'd have been more reasonable in his expectations he'd have gotten a more reasonable response.