HDJ-X5BT-R hinge crack + further damage during service transport (warranty issue)

Hello everyone,

I have a Pioneer HDJ-X5BT-R (red) that I bought from RD Electronics in Latvia in January. The headphones are still within the 2-year warranty period (EU consumer law).

After normal use in March, a hairline crack appeared at the left hinge and right where the headband connects to the earcup. This is a very common issue with the HDJ-X5 / X5BT series — I saw many similar posts here on the forum.

I took the headphones to RD Electronics for warranty repair. During transportation or handling in their service process, the crack became much worse. Now the right earcup is almost completely detached and is only held by the internal cable. The headphones are basically broken because of this.

Photos attached:

• Original small crack (before sending to service)
• Current state (after they "repaired"/transported it)

I already contacted RD Electronics, but they suggested additionally I reach out directly to Pioneer/AlphaTheta.

Question: Has anyone had the same hinge crack issue and managed to get a free replacement? Especially if the product was damaged further while in the retailer's hands?

I would really appreciate any advice or similar experiences. Thank you!

Best regards, Artjoms

photo when i spotted the issue

photo after i came to RD Electronics to see what have been done with headphones after they sent to repair. left hinge isi same as it was but right is totally damaged and as i wrote it is only attached by internal wire