That's a shame, what a disappointment for you but at least they have not tried to fob you off with just a new bolt as some companies would!
In fairness about the packing; I doubt that they have many problems with damaged machines, if damage was a regular occurrence surely they would have improved things rather than have a dissatisfied customer and the hassle of having to change a machine?
It is sometime since I bought my Hegner but I remember it did arrive in a very stout box and IMHO it would have taken some rough handling to damage it!
It would be interesting to know if any others here have bought new Hegners and had them arrived damaged?
Hope you get your replacement soon, it's worth waiting for.