Faulty iGlide Board

We got a iglide for Xmas last year for our son. He hardly used it for 2hr. And it became faulty. It was really disappointing. We then gave it for repairs in early Jan. 2026. Then they say as we used it will not be replaced. How are we supposed to know it is faulty if we do not use it? When we ask for an update on the repairs they just gave us couple of pictures. What are we supposed to do with those pictures. Now it Mid Feb still no response or any updates from them.