I believe there is also some fault on the manufacturer. They seem to have acknowledged that to be a warranty problem (subject to in-hand inspection, I assume) and would handle that in the US. but for no good reason they would have you go through an LBS.
And they also caused the problem due to lack of QC. the vendor is always being put in a tight spot since they may have a 1-2% margin to cover their expenses and are the ones yelled at.
good manufacturers just would have sent you a new product instead of having you go through vendors in the first place. Ultimately the vendor is just a pass-through.
I'm generalizing here. wiggle sure could have done better. but ultimately they have send that broken product back to the manufacturer's EU center before you get a new one.