here's there reply
Dear Mr. Weir,
we understand how frustrating it must be to know that such an obvious case of "non warranty" got replaced free of charge while your own case with a much lesser degree of damage demands payment. We assure you that the way your friend was treated was an exception - and most likely something that was overlooked , since it is not our policy to replace outright and evidently damaged devices.
The warranty is subject to proper use and storage of the products and does not include any defects due to normal wear and tear or deterioration, including, but not limited to, defects on screens, air filters, balloon material and valve balloons.
Defects on the housing are generally due to improper use or wear and are not covered by our warranty for this reason. We certainly do not want to accuse you of dropping or abusing your device in any way, we are just stating that generally the damages we receive and encounter with the housings are due to improper use or deterioration. Since we have no way of truly knowing how the individual customer has treated his device, we avert to warranting such cases.
Since we do care about the satisfaction of our customers, we want to offer you a brand new device for the price that should have been for a repair service.
If this is something that works out for you, please send 69,00 € to our PayPal account
info@storz-bickel.com . Your new device is going to get shipped out once we are able to trace the payment.
With kind regards,
Technical Support