What the fumble jumble is going on here? Who keeps 30+ Word document open along with 12+ IE windows at the same time? I can understand having a lot of browser tabs or windows active at any given time, but anything else is just pure madness. Especially 30+ Word documents.
In any case, I think the tech/company should not be complaining about how much Pete used their service. Make fun of him? Sure have it. Complain that he used too much service? I don’t think so. If you offer a service, you had better be ready for any type of use. If you are afraid of overuse, place a limit in the contract or raise your prices. If not, shut up and put up.