For those that would like to know how this has gone:
Sterling offered to take the case back and inspect it.
Matt Carter, the GM at Sterling, offered to pay the shipping and send a label.
Later Matt offered a full refund unconditionally if we get the case back.
Monstermash has refused to allow Sterling to get this case to verify his claims.
I asked MM to provide top down pictures of the case empty and full. He has refused.
This is the thread
http://forums.azbilliards.com/showthread.php?p=3073140#post3073140
Lastly I have made several videos covering this incident in an attempt to reconstruct the situation as best I could using Monstermash's statements.
They are here
http://www.youtube.com/watch?v=eXxYRLKX5Q0&feature=related
and here
http://www.youtube.com/watch?v=VpZnlxVyWLE
At this point it is my conclusion that this claim is bogus and that no cues were harmed by the proper use of this case. Of course we do not have the case and so there is always the possibility that this particular case has a defect which somehow allows the shafts to touch. But it is our contention that even if such touching were present then it would not be enough to harm the finish.
We will happy to revisit this issue at some point in the future should the actual case be presented to us for inspection.
Until then we consider the matter closed and I personally deny the claim based on a lack of evidence.