My warranty was only a few months expired when this happened, but that was four years ago. I agree that it should not break when it is accidentally unplugged, just once, while the power switch is on. That was the case I tried to make to NuPrime back when this happened, and I was pointed to the service website and then told that, as it is out of warranty, I can pay to have it fixed or not, that’s my problem. Perhaps your policy to help was not yet in effect, at that time.
And I do see that I had a fundamental misunderstanding, in which I thought that part of what I was paying for was robust design and quality parts. You’re saying that the parts you use are no better than a cheaper product, and that there shouldn’t be any additional expectation of durability or reliability. It turns out, I paid extra for a nice case and for the fact that you don’t make many of your products. Not sure where the costly R&D went, because it didn’t go into designing your products to withstand normal use (“for the studio professional”, you say). Fair point about plenty of people having them work without issue for years, which seems all the more reason for such an anomaly to be handled better. Yes, I opted not to send it in for service, because I did not feel I should have to pay for it, and could not have afforded to. If I were asked to send it in to be looked at with the consideration of making it right, I would have.
If I were to contact NuPrime directly again, you are saying I should expect to get help or will I be directed to create a new service ticket?