Customer 1 (bad)

The customer had an issue with her phone, completely software related. I had informed the customer we can have our techs look at it but they will want to do a factory reset on the device and the hardware they provide us has a limitation of backing up only contacts, photos, and videos nothing else. She seemed confused and replied with "what do you mean?" so i went deeper and said our technicians will have to erase your phone and update your software in order to fix your problem. You will lose everything on your phone except your contacts, photos and videos. You will have to re-download your applications, input your emails again and customize everything else not related to your contacts, photos and videos. At this point i'm starting to feel like a jerk because i have said 3 times to her what we can back up and i know when someone asks a question and you answer in the same way it can sometimes come off as insulting acting like they don't comprehend basic English. So she follows it up in a nice tone with "ok i will leave it for them to work on and you said they will keep my contacts, photos and videos right? I just need to re-download everything else?" so i said yes that is correct. So i submitted the phone, an hour and a half later i tell her her phone is fixed and she thanks me and leaves. Less then 3 min go by and she comes back in with a panic look on her face and very rudely asks "where did my music go?!?" and i replied by telling her ma'am i said we can back up contacts, photos, videos and nothing else and she said to me word for word "You didn't say i would lose my music!!" so at this point i'm confused because its kind of implied that she would lose her music because i didn't tell her we can back that up so i tell her, do you remember when i said we can backup only contacts, photos and videos? I did not say i can back up music i said everything else would be lost and you said ok. She replied and this reply i thought was the dumbest thing she said "But i don't understand your technical lingo how would i know that i would lose my music unless you specifically told me i would lose my music, you told me i would lose my apps why didn't you specify you would lose my music to, that's something your suppose to do in your job you need to be specific when it comes to that". At this point i'm getting pissed because shes raising her voice and being an idiot so i tell her i shouldn't have to specify everything you will lose because i told you what you will keep that means you lose everything else and you agreed to it. So she gets pissed and starts ranting on how shes upset because i don't look upset about the situation and really, i'm not upset because i did nothing wrong, i followed my policy, i explains clearly and quickly everything that would happen. But of course we cant tell the customer, look, your an idiot just go away and stop being a dumbass so instead i make up some BS and tell her miss its not that i'm not upset you lost your music, its that the music is already lost. I checked the backup and its not there, we already wiped your phone so its not there so the only resolution is to just re-download your music and i'm sorry you lost it but we are past that and we cant retrieve it so all we can do is move on. (The whole no point in crying over spilled milk thing). So she leaves pissed thinking i don't know how to do my job, she made a scene and everyone who was listening in customers and employees after she left told me they thought she was acting insane for what was going on. But hey, tell me what you think, was she being insane or was i being difficult and unreasonable, personally i think i did everything correctly and she was just being stupid.