Actually to me it looks like standard service if they never deny X9 claims.....
This is whay Kevin told me:
"NP accepts or denies warranty claims on X9 masts on a "case by case" basis. In my experience they have not denied any claims on X9 Ultra masts as a customer service. So, I would expect your claim to be honored. I've had very good luck with the new X9 Ultra masts - they seem to be holding up well, but there are always exceptions and NP has honored every claim I've made in those instances. They acknowledge the manufacturer has made some masts incorrectly, so they are being pro-active in honoring warranties as a customer service."
"I think the guys at ASI will be on your side. They'll do what they can to help keep you happy and using the products they sell.
I hope it works out for you...