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I would take it into a store personally, in my experience I’ve found the people through the app aren’t very helpful for repairs of this kind.
I had that issue with mine. I first submitted pics through the app. After reviewing them they said to send it in for further evaluation and they would let me know after some lengthy period of time if they would accept it for repair. I opted out of the process and took in to the store that has a repair shop on site. They accepted it for repair right then and there. When the repairs were complete they shipped it back to me. I posted about it somewhere on here. I believe mine was from 2020 as well.
I've had the same issue took it to the store they replaced the glazing few weeks later same issue I've gone back to the store today they gave me credit I got the neverfull mm empriente leather I wasn't going to chance another neonoe.
