That's (as we say in the UK) pants - for someone who supports the product by buying it at a huge premium as a supporter and early adopter - this is not good PR for iRex.
As an example - I was an early adopter of the Psion 7 (which I still use!) and broke the screem connector through rough handling - When I reported it and asked for a qoute - a replacement code with some glue and instructions turned up in the post, no charge! OK - tht was unusual - but great PR ... and it made a really loyal user (more importantly an evangelist).
I dont see a problem with a charge for the service ... but a discount in return for useful info of the damage would be in Irex's interest right now ... and would have avoided any bad press ...