Possible Cartridge Suspension Collapse?

I would like to hear what Hana or the dealer does. Historically, because it is so easy to damage a cartridge, unless the cartridge is brand new they will laugh at you. I have never seen this happen to a MM or MI cartridges. With MCs it is a not uncommon event. The tether is held tight by a little set screw which for a number of reasons did not get a firm grip on it so it started slipping. It is a simple task to retention the wire and re set the screw but it takes a special microscope to do it. If Hana doesn't respond I bet Soundsmith will re set it for an hour's labor. 

erikt, I had a defective Clearaudio cartridge and dealt with Musical Surroundings. Actually, I messaged Elusive Disc about the problem and they notified Musical Surroundings who then called me! I had a new cartridge and a shipping label for the old one in three days. It was a very new cartridge but I still thought it an extraordinary experience. I'm sure they will accommodate you. I bet they send you a new one under warranty. Put the stylus down on a record and take close up shots and include a straight shot of the undamaged cantilever and stylus. send those to them and it will be obvious the tether wire let go which should not happen without enough force to damage the cantilever. That will prove your case. And stay as polite as Emily Post. You are heart broken and in tears because you can't listen to music. You know the routine :-)