Dear Waterbox Team,I hope this message finds you well.I’m reaching out regarding an issue I’ve encountered with my Waterbox aquarium. I understand that ultra-low iron glass is softer than standard glass and may be more prone to scratching. However, I’ve noticed visible scratches occurring from extremely light and routine use — for example, simply repositioning a plastic frag rack — with no abrasive materials or mishandling involved.I was informed that scratches are considered normal wear and tear, but after reviewing your warranty terms, I could not find any mention of scratches being excluded from coverage. In fact, your warranty clearly states that it covers defects in materials and workmanship, and excludes only damage due to misuse, mishandling, neglect, or unauthorized repairs. None of these apply in my case.Given the minimal contact that led to these scratches, I’m concerned there may be an issue with the glass quality or durability in this particular unit. This seems less like typical wear and more like a potential material issue.I would greatly appreciate it if this matter could be escalated for further review. I’m also happy to provide photographs or videos to support my case if helpful.Thank you in advance for your time and support. I look forward to hearing from you.
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