I personally would ask to get the mount back, and see what you how you do with Jeffs generous offer. I had a similar experience with andrews with my eq6, and let me tell you, it didnt end well.
I diagnosed the problem and told them what was wrong with the mount (the dec motor). Was told that the boss said 'I pulled it apart so no warranty'. I thought that sucked but could understand it a little bit.
Luke told me he knows little about mechanics of the mount but specialised in optics, and every time I asked a question, I got a 'I'll ask the boss'. Lee Andrews refused to talk to me on the phone. I also asked for a price for a dec motor and was told around $500
(they promised to get back with a firm price, still haven't) and 3 months wait.
The only offer they made was that if I sent in the mount and sent it to their 'specialist' (that had requested that andrews comms that he was too busy so dont send any more work) and repair at cost price. Goodness knows how long that was going to take.
Next time I'll pay the extra hundred and buy at Bintel.
I hope I'm not breaking any rules by posting this!
Brett
PS If it is the end play adjustment of the worm that is the trouble and if it is the same as an eq6 you can use circlip pliers.