I'm amazed that they're having such trouble getting an undamaged case out to you.
I've found their stuff to be incredibly stout - I don't know how the UPS gorillas could break it beyond usability even if it were shipped without a box. I've dropped my bikes on the cases and they weren't even scratched, and I've loaded them way beyond their limits and given them serious jouncing from bad roads, and never had anything break or wear out. I have a case that I loaned to my friend Jennifer, and she threw her bike down the road and it slid on the case. Jennifer broke her ankle, but the case? It was scratched but still quite serviceable. I will note that it takes a LONG time to get parts such as replacement lids - entire cases come quickly but spares parts seem to come on the slow boat from Italy.
The failure to put the right thing in the box, like Phil has? Seems to be endemic. Remember last year I had trouble with that myself - I ordered a Monokey topcase rack for the NT, and received a Monolock topcase rack in a box labeled with the Monokey part number. At around the same time I also had trouble with SW-Motech putting the wrong thing in the box, and the Givi folks fixed their error a lot quicker than Twisted Throttle fixed the SW-Motech error - in fact I eventually gave up just like Phil is doing and got the MCL bar risers instead.