Your experience is different to mine then. I contacted them about my Wizard pro XHP50 which I dropped from my pocket and broke the lense.
I contacted them via email and Victoria replied saying that even though I dropped and broke the glass , that they will honour the warranty ( I told them I bought here on BLF) and replace it with a new one, I have to ship it to Germany (I’m UK ) but they will give me a voucher to spend in store to cover cost of the postage.
I must admit that was end of last year and I haven’t got round to it as I use it daily so I really need to get it sent, however I was impressed with their offer and the speed she replied to me.