POOR DEVICES AND SERVICE FROM RUBICON

I deal alot with Rubicon around inverters and off grid solutions. I have always valued the service until recently. We have an experienced team that has done 10's of installs. We recently did an install on a small holding. We ran the system connected to the Lithium battery for 1 hour as per normal. We then shut down and connected the PV array but luckily had fuses opened. We coupled the PV and their was a push back. We then disconnected every and started the unit up only to find voltage coming from the PV side. I sent it in to Rubicon only to be told they want to charge me R4500 to repair a out of the box failure. Screenshots of the PV connectors dont even look like the one part of the unit i handed in. Now i have a client without electricity and a request to repait a brand new unit. How poor is this. I have 15 witnesses that can say that units pv connectors are not the one i handed in.