The problem is most likely, as previously noted by others, that they can't help you file any insurance claim because they damaged the unit. Claims that are denied because the box is intact are denied because the clerk checked "Shock" as cause of damage. That applies to fragile items like ceramics and glass. In the case of a preamp, there's no chance of that. If the unit was bent as you describe and the box was intact it can only be because the unit was damaged after being removed from the shipping box. That needs to be pressed home. I'm a Postmaster and I've repaired Conrad Johnson amps and preamps. That's likely a unique perspective here. They may not be able or willing to fabricate a chassis for an older unit. Nonetheless, they are responsible for taking care of you. They can't charge you to "Repair" a unit that is bent all out of shape. That's not reasonable.
The poster that mentioned talking to your credit card people is right. That's a good start but will only get you back what you've been charged. I'm sure a chat with Bill Johnson would cure things. You're being stonewalled by a lower level lackey. Get a boss. A big boss.
The poster that mentioned talking to your credit card people is right. That's a good start but will only get you back what you've been charged. I'm sure a chat with Bill Johnson would cure things. You're being stonewalled by a lower level lackey. Get a boss. A big boss.