Wow, that really sucks!

I would suggest that your nephew call them directly, ask to speak with a supervisor, etc. Sometimes elevating something to the next level, politely, can get the issue solved. If not, there is always another level. Sometimes people imagine themselves as "king of their own domain", and they forget why they are there for, maybe your nephew ran into "the bad apple."

I am sorry to read about his experience. I sent in an older Fenwick reel that exploded in March, from back when everything had a lifetime warranty. I got it replaced free of charge, except for my cost of shipping.

If all else fails, send it to me and I will make an attempt to get the matter resolved. Your nephew has nothing to lose but a broken rod.

Take care,

Andy