This is a rough crowd. This company, brand positions itself as high end, typically in business that translates to outstanding customer service and if the product was bought from an authorized dealer or directly from the company a service level for any issues that goes beyond expectations. Vivid has a presence in the U.S. and should have a much better plan on how to handle issues, provide the expected level of customer service that comes with gear this expensive.
The flip side is when making a purchase like this, usually you want to research and understand what that support structure looks like, should play a big role on the purchasing decision.
Comments to the OP on “Life Happening” is on him, come on, it’s narrow minded comments like that which push people interested in the hobby away. You can’t have pets, kids, friends, live in a flood zone or go to school on Saturday’s and own high end gear. Not everyone can put a bubble around their equipment and many have kids, pet’s, grandchildren, neighbors, friends and other things in the environment that can cause an oops. That’s life and a high end manufacture should provide the service level needed to help you deal with those oops moments.
A little less “Get off my Lawn” and elitism would go along way.