It's a very shitty situation to have happen.
It's the Quest Pro boot that has the exchangable inserts is it not? The reviews on the Salomon site have people bashing the Quest 8, 10 and 12. It's not true. It was the Quest Pro models that had this trouble. Don't let it discourage you from buying any Salomon. Shit happens. I hope the guy gets better. From what my friend told me today, they had to amputate his leg or something.
Right now, I'm breaking in a pair of Quest 12s. I had my second day on them. It's an amazing boot, although they aren't broken in, they are comfortable and getting more comfortable. The magnesium backbone thing is sweet. I had mine in the touring/walk mode today. I love it. Can't wait to use it again.