Customer service in large business really sucks anymore. There is no more "the customer is always right".
I bought a ATX computer power supply from Best Buy. Paid WAY too much for the stupid thing. Got it home and opened it up and it was the entirely wrong model power supply in the box. I took it back and had to speak to the manager who was absolutely sure I was trying to rip them off by asking for my money back. He said "I looked at this, it's not even the same model that it should be". DUH, thats the problem here! I asked him if it was B stock or refurbished stuff and he insisted that he only buys new products. I stood there, staring at him in the face. "You really don't think it's possible that I got a 350w Antec Earthworks instead of a 500w Antec Earthworks in that box like I suggest?" He told me "I just had a guy come in here earlier today trying to pull a fast one too. He had a dusty router in the box." He tried handing the power supply back to me. I told him to keep it and that he will hear about this. Sometimes you need to rattle someones bones a bit ecspecially if it's one of those situations where I would rather give up and save myself from extremely high blood pressure and stress.
I do have to say it is hard to provide the level of customer service that I would like to with a business the size of mine. I can't afford to pay anyone to sit around all day to answer the phone, so I've had to take our phone number off of the website. Too many phone calls went unanswered and too many messages not returned. Just can't make time for all of that in my day. E-mail is a much better option and we usually get back same day or at most 3 days later.
I do think it should be different with a larger company such as PreSonus though. If you have people whose job is handling customer questions then you should be able to step up to the base on that.