Opinion on Saris bike racks

Went for a rail trail ride with a friend and he offered to carry both of our bikes on his new Saris bike rack. It was this one: https://saris.com/products/2025-freedom-2-bike?variant=44640621953203

He has only had it a few weeks, and has only used it with two bikes three times. Just as we pulled out onto a busy road, the wheel cup holding my bike on the rack cracked in half and my bike hit the ground. We managed to remove it and my bike does not appear to be damaged. I am open to the possibility that my friend did not secure the bike correctly--I have no experience with Saris racks, and he's only had his for a few weeks. But I was quite surprised that the plastic cup would crack in half and completely break off, and has me wondering if a rack that depends on plastic to hold a bike up is something I'd ever want to put my bike on. You won't hurt my feelings if you tell me it was the result of user error. I think that's a possibility, though I couldn't figure out what my friend had done wrong. What are your thoughts on Saris hitch racks?