That's a real shame.
I always feel that how a fault is dealt with is far more important than the fact that you experienced said fault to begin with.
Anything can go wrong (although as consumers we always hope that it doesn't) and when it does, there is an opportunity for the manufacturer/vendor to really make a statement and reassure the customer. It's a double whammy of the worst kind when you experience a fault AND the attempt to rectify it falls below expectations.
Fingers crossed for an acceptable resolution for you.
You're absolutely right there; how a fault/complaint is dealt with, is often far more important than the fault itself.
That said mind; the masks supplied with any of the GB axes are poor anyway, best replaced with something that will last and do the job properly.
They are far too thin and soft and the rivets are not up to the job either.
I've twice seen the blade of a GB axe come through the rivets, once when the axe was dropped onto a pine needle forest floor but hit a tree root.
And the other time; when a rucksack fell from a Land Rover tailgate. The damaged sheath was not discovered till the axe was removed from the rucksack for use.
I'd suggest making/having made, a replacement, with solid copper saddlers rivets, replacing the cheap ones used by GB or their suppliers.
just my thoughts on masks
atb
Steve