This is Nathan from BREWHA. I fully support my products as many customers on this forum have attested.
The jackets on the BREWHA Boil Kettle and Jacketed 3-in-1 conical allow brewers to have chemical-free sanitation and reduced equipment by providing a means to chill wort after the boil is completed, right inside the 3-in-1. It also provides a convenient and easy means for regulation of fermentation temperature. With it, additional chillers are not needed which add cost, time, and increased risk of microbial contamination. These jackets and vessels are not designed to withstand high pressure. High pressure would require the use of thicker steel and require pressure certification, which would push the price of the equipment significantly higher.
I make it very clear on my website, emails sent to customers and through other marketing that the vessel pressure should not go over 3psi and the vessels exits should not be restricted in any way (other than a short blow-off hose which does not let pressure or a vacuum occur). It is the brewers responsibility to ensure that this is adhered to. If this is followed, the vessel will not deform from pressure or vacuum.
Aside from the above, the customer in this situation did not provide any proof of a blockage caused by the design or a manufacturers fault. When I asked for some evidence that I could show my supplier, I was sent a photo of a few flecks in his hand of what appears to be welding/carbon soot that he had removed from the wall inside the jacket, where it cannot be cleaned from polishing. There were no pictures or evidence provided of actual blockage that would cause pressure buildup. I asked about the possibility of a vacuum forming and he responded that a cap was resting on the port. If it was just the cap, and not sealed, air should have been permitted to enter to eliminate any vacuum so I did not conclude it was a vacuum. Twice I asked for photographs showing the brewing setup when it happened to try and understand the situation more and work towards finding a probable cause and solution, and neither time were these provided.
Based on the evidence I received, I responded to him several days ago proposing one of three courses of action. The first was for him to take the vessel to a metal repair shop such as an autobody or metal fab shop that could push the inside back out so the Mash Colander could still fit. The second was to purchase a replacement 20 gallon jacketed 3-in-1 vessel that I offered to him at below my cost. The third was to ship it all back, and I would have a shop here push it back out and refund 100% of his purchase less the cost of having the vessel fixed here.