If the segment dropped when customer begin to use/ or after customer drills only a few holes, it's our responsibility to replace or repair.
However, in this case,
it's been in customer's site for many years and the problem is not caused by drill itself,
sorry I could not get my boss's approval to compensate.
kindly understand. thank you.
p/s we also check the tube, it's worn, so it can't be recycled, either.