If this story is true, then PSB really blew it in your case. But, I also have to ask why didn't you just return the speakers to your dealer (you mention that the dealer helping you out didn't even sell you the speakers in the first place) and let them take care of it, since it's probably still under warranty? That's why manufacturers like PSB distribute only through authorized specialty dealers, because they will provide better aftersales support than a mass merchant like Best Buy will. And with the dealer markup, the service is what you're paying for and your incident is an occasion to make use of it.