Had my synergy for 6 months or so and it's been great. In fact my whole front end is synergy. That pic looks like it is installed all wrong. Looks as the hole was drilled to big, installer not wanting to pay for his fuck up added washers or something hoping it would get tight enough you wouldn't notice. Then when it got loose someone tried tightening it without removing the pin causing the pin to jam under the nut.
Synergy has great customer service did you contact them? Did you go back to where it was installed? Curious what they said, b/c that would be messed up bad mouthing a company for installer error