Well it arrived today and I got the answer....
Kind of wish they would have given me an option to replace my scratchy bowl, but maybe that would have been considered a new vaporizer.
So all I paid was shipping! They replaced the body, cleaned, serviced and shipped back to me no charge. Plus gave me a new CU, that's like $18 right there! All for free after warranty! Also, I now have boost mode and the staggered vibrations before shutoff. Other than the bowl, feels like a new unit. Updated screen. How could you not love S&B?
guess they do actually service them then. looks like i got lucky with a brand new unit, or like i say maybe my heater was junk too