I’ve sent in three different pairs for various fixes over the last couple years. broken lens, nose piece coming off x2. Only ever had to pay for new lenses.
My last interaction was probably 6 weeks ago. I sent in a pair of Fantails that I’ve had for nearly 4 years. Nose piece rubber was coming off. I believe bug spray and sunscreen play a role in this most of the time. Especially bug spray. You have to fill out an online repair form and follow their steps. attach pictures etc, then send them in. To my surprise they came back as a brand new pair. New lenses and all. I couldn’t have been happier.
Maybe follow the repair form steps and skip the phone calls and emails.