You may or may not be surprised to find out I have actually done this, and it did not in fact make the user happier but in fact enraged them that instead of doing what they wanted me to do I had pointed them to a competitor.
replyThe most likely thing is that the person who contacted you wanted more acknowledgement from you that, in a lot of ways, subscriptions suck.
replyIf that wasn't the root cause of his/her rage, it might be that the person felt the referral was a way to get rid of them, rather than a way to help them.
It's tricky because communication involves so many soft factors.