I don't believe that old spiel about how "the customer is always right" for the simple reason that I give my custom to many manufacturers and service providers knowing jack doodoo about what I actually need from them. Personalised responses are always welcome. When I worked in CS for a spell I did my best to never use a canned response because I knew I'd like personal attention be given to my concerns as much as anyone else, and the volume was manageable for me. Other people on shift did jackass things though, like copy random snippets of my customised messages and make canned responses of their own that looked like my writing at a glance but had shit the bed grammar and context-wise. I'm not sharing this to brag about how I might have a bit of an edge communicating via text, only did so to point out how difficult personalised communication can be. Humorous (to me) anecdote aside, what I'm trying to say is I get why this discomfited you, but the fact that you weren't actually being scammed puts you in a position of privilege— there is very likely a reason why Schiit implemented anti-fraud measures to begin with, if you stop and think about it. Sure a quick note would have been nicer to receive than the wall of text posted above, but consider the likely volume of orders they have to deal with as a manufacturer that, while not massive in scale like Sony, Pioneer, or Sennheiser, is likely not negligible for whatever team of people they have. Kindness and consideration are both two-way streets.