Razer not honoring my warranty because they closed a ticket?

Hey, just wanted to post here to find out if this is really Razer's policy or whether the agent I'm dealing with is making a mistake. TL;DR I opened a ticket for a broken cable while my Razer Panthera was under warranty, but the part I needed was out of stock. That original ticket was somehow closed without my knowledge and now that the part is back in stock Razer won't replace it because the new ticket I had to created was opened outside of my Panthera's warranty period. Full details I purchased a Razer Panthera in Sep 2017 and the USB cable failed in July 2018. I opened a ticket in early Aug 2018 about the issue and was told that the part was out of stock but that I would be contacted once it was in stock. I followed up a number of times on the ticket to ask whether it was restocked and was assured several times that I would be contacted once the part was in stock. This brings me to last week when I still hadn't heard anything so I opened another ticket to find out what was happening and was told that the part was in stock and that I would have to pay for it. Razer can't honor the warranty because my original ticket was closed and my new ticket was opened after the warranty period was over. So even though I did everything right and opened a ticket within the warranty period, Razer won't honor my warranty because of their own mistake. I just find it hard to believe that this is actually Razer's policy. I have a full record of my email and chat logs with Razer CSRs if that helps. Thanks for the help!