I am having the same issue with them. I sent them an email originally for a front panel that was chipped. It took about a week and half to reply originally and the reply from Dan was
Apologies for the delay, we are getting too many emails theses days.
Can you send us close up photo of the chip? We like to get a sense of how deep it is.
So I immediately send them more up close pictures the same day and it’s been over 2 weeks and no reply back. I sent another email with a possible solution in the near future for this poor quality finish, still have not heard back from them.
I have read only through 3 pages and seen 3 people already comment on poor customer service from SFFLab. There main reasoning is just too much demand, but here is the thing with no phone support and them answering emails twice a week, that two man operation has to change. I am not trying to start some fight but I had a very similar situation a couple years back with my V5. It ended up with me having a Reddit battle with the designer of the NCase and him accusing me of belligerently berating SFFLab but when I screen shot him all of my emails to prove him wrong I got some half ass apology. I was so discouraged with SFFLab I decided to pay a premium and buy a V6 from an user NIB. I was so discouraged with SFFLab I am not sure I ever want to deal with them again, If it weren't for them exclusively distributing premium cases I would always go elsewhere.
Oh and on my V6 I have noticeable panel gaps like my V5. Even if I could get it warrantied I am sure it wouldn't be properly dealt with.
best of luck SFFLab you have an amazing product on your hand, just fix your service