Surely they have to show you the (damaged) element .. that would seem basic,if not a legal stipulation.. at least good manners.
I would think they must have it,to back up their own position if nothing else. and any insurance company would demand to see it before they pay up.Rather than this photo which doesnt show the damage even !!!
Does sound a bit strange? couldnt they phone you after emails didnt work?
Wonder that they are willing to lose your business for only $2,000?
I would say you need the old element.. and why was it not seen by their guys on return.. maybe they dropped it.. its their word against yours..