People may not want to hear this, but if you order a product from a third party re-seller, from a company that does not even have a legal license to sell that product in your region, there is probably going to be zero customer support for you.
Yes, it would be nice if they took the extra step, but there could honestly be legal reasons for that, even despite the fact that overseas shipping for replacement parts that they have no way of validating were even damaged out of the box (because it was purchased from a re-seller), may not be financially viable for them.
That being said, QC issues suck, and I hope they get this stuff figured out as they scale up and continue.