Sounds very unfortunate and sad experience, especially considering the reputation and price of the products.
I worked 10 years in retail business and never ever this sort of response would have been appropriate towards a customer. I am planning an upgrade myself and for the pumps was considering (and drooling over

) either Panta Rhei ECM63's or the new Abyzz Flow Cannon 150. As a customer who is considering spending thousands for a certain product, I do expect and value good customer service, as usually that will tell you a lot about the company in question (from my experience). Hope you get things sorted.
Btw. How long is the warranty on the ECM63's?