When You Buy a Superior Product, Should You Expect Superior Service?

Front garden

I am having a problem at home.  No, not that kind—my husband and I are still on speaking terms, even if it is 95 degrees in most rooms of our house.

The problem is that we are doing a gigantic, and gigantically expensive, project in our yard, and we are getting horrendous service from the Fancy Nationally Known Company that is doing the work.  Now, we chose to go with Fancy Nationally Known Company (FNKC) on the theory that you get what you pay for when it comes to shoes, fabrics, and things that improve your landscape.  The product itself seems good, and built to last.  But the service from the salesman has been at turns sub-par, confusing, or downright bizarre (as on the day he showed up 3 hours late for a meeting at our house and, as I waited outside, stood in our kitchen, talking to my son and babysitter and *flossing his teeth.*  Seriously.)

This sub-par/confusing/bizarre service prompted a debate between me and my husband in our very hot house.  I maintain that, if you pay a premium for something, you are paying for a superior product and superior service.  My husband thinks you are just paying for the superior product. Who is right?