PID Setup configuration is stored in System V, with references to User V that contains the ACTUAL PID loop data (tuning constants, PV, SP, Output, etc.). Hence, you must download the PROJECT (i.e. PROGRAM and DATA) to get your PID settings into a DL PLC.
If the customer ONLY hits the Write to PLC button on the Online Toolbar, this only writes the PROGRAM. Or, if the customer NEVER SAVED their project to DISK or NEVER SAVED their PID Setup configuration and PID loop data to DISK from the two PID dialogs, then when they write their PROJECT to the PLC, it will write the previous values that were last saved to disk(zeros?).