We are very sorry and concerned to hear that you have had such an experience with the ROK. We treat safety as the number one priority and we take this matter very seriously.
We are keen to understand how this happened. Please could you let have your address so that the ROK can be returned to us for investigation. (I will send you a prepaid return label.) Please return the ROK exactly in its current state. In order for us to investigate this matter, it would be helpful if you could please answer the questions in the attached form. Your answers and images will then be passed to our QA department for analysis. If you do have anything further to add which you think may be helpful, it would be gratefully received.
Please could you also send me a copy of your proof of purchase.