It hasn’t happened to me, but yes that is their warranty response- replacement faceplate, and “perfectly normal”.
(only issue I had with my Thomson stem was that the 4nm maximum torque wasn’t enough to hold the bars in place. It was nice otherwise)
Very surprised to hear that. My Thomson X4 is 4 years old, has been on 4 bikes including a DH bike frequently used at Fort William. On my current bike, which also get’s hammered (and crashed sometimes!) I fitted it, torqued the bolts evenly with a good quality torque wrench and haven’t touched it since. It is my fourth Thomson stem and second X4 and I have never had bars move or seen a broken faceplate.
Seems to me to be a top quality piece of kit that will last for years and years but like most things care is needed during initial fitting.
They don’t always cost loads, my latest one was brand new on offer for £44.99.
Renthal one does look nice though and if it’s of similar quality to their bars you won’t go far wrong.