Yeah, as I mentioned in that thread, I can see SS's perspective.
I'm not sure how the replacement process works with them since I've never had to do it, but depending on the severity of the issue, I don't see them sending someone a replacement figure/part for every single issue. As I said, I don't know how the process works, but being that they're just a distributor and not the actual producer of these figures, I don't imagine them opening shipping crate after shipping crate and box after box, to find the "perfect" figure. The figures are hand made and when that's the case, not every single one is going to look EXACTLY the same as the other. Them being hand made is also what makes them so expernsive and valuable. They have other customers that they need to tend to also and if the figure in question is a hot seller, may not have one to give you at that time. I would imagine giving someone a replacement figure is a lost potential sale for them.
Although when your figure does have a genuine issue and you get rebuffed, I can understand one's frustrations. It's easy to tell someone else, "Oh well" when it's not yours that has the alleged issue.