+1 to what Eddie said... Gotten mine that high several times before... Weird. Still waiting to hear back. I bought a Weber Smokey Joe to hold me over in the meantime (my CG's grates are shot)...
Hopefully you get some good news on this soon. Really sorry to see this happen. As to the comments about this being their flaw & falling apart, this is the first time I've ever heard about something like this happening.