I've had 8 different reo kites over the past 3 years. I had pinholes in only one of these from shell cuts. (my fault) Would have expected more actually as I self launch and land often. I don't doubt the sincerity of the guys that have had problems; so try and isolate what you think caused the damage.
If Ozone is responsible the damage has happened during manufacture, or shipping, or the canopy material is defective. Which of these do you think it is? You mention the material.. Are you saying just your kite or all ozone reos. I'm all for consumer feedback to improve design, so maybe be more specific.
Thinking outside the box; and you are sure it didn't happen during set up, flight, or landing; could it be in the pack up. I'll have to look at inside of bag to see how coarse that material is as it could happen in car ride down to beach, especially if you have an item on top of kite bag and the vibration of driving. The boston valves can cut you canopy if you don't put them in side ways and velcro flap over before folding. Pack up strap cranked up too tight ...Sand in your bag on a car trip. Is there something left inside your inner pocket section of the bag ie. ozone bottle opener that could have rubbed. All kite repairers on here can tell with an enlarged photo what the likely causes are. Hope you get is sorted, as they are great kites.
btw Their communication and support with you sounds disappointing. Looks like a form or stock standard cut and paste reply. Would you have more luck dealing with an ozone retailer? Not sure how you guys purchase and provide warranty in USA