[SpainAmbassador]

Update from Droix:

I went with the battery explosion and disposal of device, here's what they responded:

Unfortunately we would need the device to raise the claim with Aya Neo.

Is there no way you can retrieve it? Without power, the device will be safe. Just wrap it in plastic to avoid any harm from battery leakage.

Unfortunately due to scammers, we can't just send out devices without the old device returned.

I hope you understand.

Kind regards,

@mothered, how should I proceed? I can press them to hell and back until one of us gives up, I'm good at that. But looks like they have dealt with the method before, so I'm not sure what my chances are.

Tell them for personal records, you took photos of the damage prior to disposing the Item, and you're more than happy to provide them as evidence In support of your claim.

Ah, crap, I may have screwed that up.
I should have elaborated more, my bad.

On a previous email they asked for pictures of the incident, and I said that "my son" charged the device and it exploded on him, so that my priority was disposing of the device and rushing my son to the ER.
That's why I didn't take any pictures.

I wouldn't make sense to retrieve the disposed device, take pictures of it, and then dispose of it again, I assume.
So I'm not sure where to go from there, sorry! Any other ideas?