Something to note:
The price of a piece of equipment does NOT have any bearing on how well it will be treated.
A quarter million dollar brand new piece of equipment was dropped off a customer's forklift by the customer from a hight of 6'. They expected it to be covered under warrentee.
Just because someone is using a specilized, not cheap piece of equipment doesn't mean they have any f'ing clue of what it does, or will be willing to troubleshoot with you. Just because you work for the same company doesn't help.
Noone ever "didn't do anything". Someone did something sometime.