I'd be quite pissed if that had happened to me, based on the price of this stuff. Kind of one of the reasons I'm starting to question Bio-home and it's Nitrate reduction claims as well disintegration properties (although i haven't personally tried it). Seachem Matrix makes the same NITRATE reduction claims, and even with a 1/2 flow restricted SunSun404B for 8 months, I experienced NO changes. That's when I switched back to my old previously used pot scrubbers (weight difference was a bonus as well). These companies just lie, lie, lie... ugh!
The hobby seems to be even more full of "lies and deceit" as it ever has been. Heck If I were you I'd go with pot scrubbers. That's what I use as my main easy to clean bio. I can't imagine pot scrubbers ever breaking down, and they're just so much easier to clean,(water hose with nozzle when needed) and CHEAP!
Best of luck, and I hope to get handled fairly by the manufacturer/vendor...