I generally reply to emails within an hour. Same goes for forum posts, I replied to yours in under an hour, on a weekend.
There is no attitude, I simply stated that such a failure is exceedingly rare and I'd like to have a look at the actual heater to diagnose what went wrong. 1/2700 is not 1% failure rate, it is 0.03% failure rate.
Actually these heaters are custom made, by a company here in North America that produces them to my specifications in accordance with UL/CSA certifications. They are not an off the shelf part.
I asked you to get in touch via email because doing an exchange will require personal details such as your address, which should not be shared publicly.
You don't need to pay to send anything back, doing an exchange means I'd cover shipping both ways. Before doing that, you'll need to test the resistance of the heater at the high temperature heater wires in order to rule out any bad connections.