Yes! You should take 2nd hand info, from someone who isn't knowledgeable about the subject and proceed! Think of the "educational value"!
You might want to make sure the "offended customer" can keep their story straight twice in a row though.
Often, an ignorant customer can make innocuous statements like "what will it cost to make it as good as NEW", when they really mean "serviceable". That can be a huge difference in price. The "devil" is in the details!