I had the same exact situation and I contacted them via email. I got a response back where they asked for a bit more info and offered a straightforward exchange if I couldn't figure it out. Based on another email back and forth, I thought it would be worth trying to fix on my own - I was able to pry the face off with a thin blade screwdriver and straighten out the gauge backing so that the needle could move freely. Popped the face back on and all good. Sure, Kegconnection will exchange it for you, but it's a 30-second fix if you're willing to give it a try.