I’m gonna chime in here and clear up some details. When you make a purchase you are the customer of the company that provided your equipment. Whether that be a bottle of tomato ketchup from Tesco or a bmw m3 from joe bloggs autos. You are Tesco’s customer or joe bloggs customer and in this case your Amazons customer. All your after sales dealings must follow the chain in reverse starting with the supplier. The supplier is the customer of the manufacturer and should the manufacturer need to be involved the information must be provided by the supplier only that bought it directly. There are service/warranty agreement terms between a manufacturer and supplier and things get very messy if you try to jump this step and bypass the supplier. So in a nutshell Lorch cannot and will not discuss your machine with you because your not the supplier that purchased it. As the guys have clearly said above you must make contact with amazon. I can however give you a little word of advice related to anything expensive you order on line. open, check, sign. You must of signed for that package to say you received it in good condition. Had you opened it and seen the damage before you signed you then would be in a much stronger position to make your claim. Get in touch with amazon and follow their instructions.