Speak of the devil… and the devil shows up.
I realize that you're being ironic, 2alpha, but no, Glock doesn't produce bad guns, just ones that are a bit short of the "perfection" the company likes to promote.
But you're correct, if you call Smyrna with a complaint, Glock, Inc. has two responses depending on the circumstances:
The shooter is limp-wristing!
It's an ammo problem!
In fairness to Glock, that covers the majority of their complaints, #1, and, #2, it kinda looks like Banjo Bart's catastrophic failure is in fact ammunition-related. I've very much like to know more about it since I have in almost twelve years of tracking these events never been able to document a 9 X 19mm kB!… heard of a couple, but then everyone's "heard" everything at one time or another.
Can you provide a cite on that, Loves2Shoot, because I'm with the duck of death on this one; I cannot find it anywhere within their manual. And when I asked GSSF's Chris Edwards a specific question about this very issue, he asserted that it was in their manula, yet he couldn't find it. (The most recent manual I have only warns this.)
With all due respect, if "your friend" allowed them, or anyone, to get away with something like that, then he deserves whatever he did or didn't get in the way of satisfaction. I'm not an attorney, but two of my crew are, and the phrase "absent specific language" seems to resonate here.
I, on the other hand, have some truly wonderful tales of Glock's customer service, including one just this week when one of my crew acquired a second-hand, slightly abused Model 30 which required some spiffing up and a new front sight. He contacted Smyrna and asked what he was in for since he wasn't the original purchaser, and he would also like to purchase one of the new (really neat!, BTW!) Glock pistols cases while he was at it. He was told to just send the Model 30 in, it would be refurbished to specs, and there would be no charge. Granted, that wasn't a kB!, look what happened to my Glock tale o'woe, but my friend was quite favorably impressed!
I suspect that what Banjo Bart will be offered will be a replacement pistol at cost… that is their standard proffer. I doubt that they will return an unrepair pistol… this was SOP for them when I first started clocking these events.