Faulty strips?

I buy these every month, and I've had a problem a couple of times, and Clearblue has ALWAYS fixed the problem. This time, I called because 5 of the strips were faulty. The girl on the phone (who I couldn't understand very well) wants me to send the remaining strips and holder back so they can research it. They will let me know a decision in a month. In the mean time, I'm going to have to go out and purchase another $36 kit. That irritates me. Is this normal protocol?