It sounds like the initial setup was not done properly, either by user error or by an automation error. Now that it has been re-done, you should not have problems related to that portion.
As for the down adjustment, first, be sure you are in an individual channel when you test it.
Also, there could be debris under the joy stick. Press up and blow or sweep under the cap to ensure nothing is lodged in there. If that does not resolve the issue, then the unit will need to come in for repair. If it is under the 2 year warranty, the repair and domestic ground shipping from us to you is covered. If it outside teh 2 year warranty, the cost to repair would be about $35 or $80 dependingon the root issue, plus shipping.
You can fidn more about the repair process here:
http://www.paulcbuff.com/repair.php