Warranty issues can be very frustrating,but from how I am Reading the letters,not wishing to support Spider,but as I said the way I read the letters they have bent over backwards to help.
When in fact you should have taken the unit back to who you purchased it from,when you read most warranty information,it does state to take the items back to who you purchased them from,to go through what is usually a very long and drawn out event.
I am in a similar situation with a Shuroo I bought,not from Strayban themselves,but was bought and installed by the dealer I got the car from,technically I should take the unit back to the dealer,but I have chosen to contact Strayban direct and awaiting their responce,to see if they have a repairer in our state. before posting it straight back to them,with a covering letter.
The unit has been preforming flawlessly for two years and just failed the other day,I hold no grudge against either the manufacturer nor the dealer,electronic items fail,some may work for years upon years were others will last but a few days past their warranty expiry date,this is the risk you take with any electronic item you add to your vehicle which is not a standard item.
I know this is going to take time to sort out,but in my case I have their phone number and if I don't get a responce in days,I will be ringing them personally,plus in my case my item is out of warranty and I know it is my cost to have it fixed,if I wish to put it back on the car. I am only trying to find out if I can get it repaired here in WA or have to send it too Queensland.