So I think there is no doubt that this damage was caused by misuse of the customer.
In general even in such a case we make the customer a good offer in order to keep him happy.
Unfortunately in this case the customer decided to make a public post and tries to damage our reputation. If we would now help him this would just encourage others to do the same.
I can only recommend that the first thing you should do is to contact our support. And in case you dropped it I recommend to ask our team nicely for help instead of blaming the product quality. Beeing nice usually is always more effective