$hittiest customer service ever, Team Orion. I did the same thing you did, I called in to get a new case, he said send the battery in and we'll fix it. They don't even call when they got it, i had to call them a week later...Then he says he will replace the pack for $70
I said send it back and he paid for the return shipping. I ended up dumping it on here for $65 and bought a new one for $100.
Seriously, they need to wake up.