I had a similar experience with Remington this year although not as excessive as yours.
Somehow, I had got solvent on my prize Remington 700 CDL 7MM Rem. Mag hunting rifles Butt Pad. I was not aware of it at the time and put the rifle in the gun case. A couple of months later I opened the case and the Butt Pad had actually melted and was fastened to the gun case foam as it was melting and deteriorating. I called Remington Customer Service as you did to find out which new Butt Pad I needed to purchase to replace the mishapt. The Remington representative advised me of the Butt Pad I needed that was for my rifle. He then advised they had a newer and better version out for the CDL at this time. Upon inquiring what it would cost me to order one. He advised no problem they would send me one of the New Version Butt Pads for my rifle at no cost on them! WOW! today that is a rarity as your experience was. I have nothing but good to say about their customer service as with your experience!