Spectral ON CF7

Hi guys,
In May, I bought a brand-new Canyon Spectral:ON CF 7. This is my first e-MTB.
From the very beginning, I noticed something that seemed strange: when the bike is in the lowest gear, the chain is always rubbing against the chainstay. I contacted Canyon about this, and they replied that this is normal. They also told me that if the chainstay protector became worn, they would provide one free replacement under warranty.
However, after only 300 km of riding, I noticed that the chainstay underneath the rubber protector appears to be damaged, almost as if it has been cut through. I also found a small scratch on the frame itself.
How is this even possible? I have already reported this to Canyon, but I haven’t received a reply yet.