They finally emailed me back, and told me they’d overnight the replacement. My roommate actually took the wrong piece and tried it on his because it was compatible and he said it was the smoothest low temp quartz hit he’d ever taken. I tried and I can’t believe it either. They didn’t require me to send the piece back so I guess I’ll just give it to him as an early Christmas present. Confidence has been restored. Will continue buying. Thanks.