I feel you on this one. A few months ago, I purchased my first Brigham and loved it (an Italian made Tundra Shape 29--Author.)
I liked it so much, that I decided that I wanted more in my collection and bought three more-- all Italian made-- a Rhodesian, a poker, and a Canadian. They all smoke like a dream, but every now and then, the distillator gets stuck in the Rhodesian and the poker (both are the Algonquian line.)
I couldn't figure it out. Most of the time they are fine, but every so often the distillator gets stuck and I have to pull it out with pliers (I did ruin one distillator.) I knew this wasn;t right, but I wanted to try to fix it on my own because I love the look of the pipes.
I read on Reddit that someone took a 3/16" drill bit and slowly twisted it inside and it pulled out a bur. So I tried it on both pipes and removed a bur in both stems. They seem to be fine, at least so far.
I know this is a problem with Brigham and they are trying to get it fixed. I also think it's bogus that their quality control is allowing these pipes to be sent out and sold.
Hopefully, I managed to fix mine. But sending them back was probably the right thing to do. If this drill bit trick did fix it, I'll probably still buy more of the modern Brighams. I like them enough to kind of focus my ever growing collection on the brand.