Not clear on warranty / unclear decision making process for warranties

Lava Fires make a really great product, however a product is only as good as its backup service. Our grate on your MAGMA 15kw has cracked in two places and MAGMA 10kw fan housing is vibrating. After numerous emails I finally called the JHB office and was told we need to refer this to the factory for technical analysis and decision. I just wanted to know if this covered by warranty or do I need to buy new parts - I'm happy with either answer - just get back to me - don't ignore my emails when there is a product with your products