I suspect that unfortunately, you might have caught them at a very busy time with probably many bikes lined up on their repair stations and customers clamoring for their bikes to hopefully be back to them in time for the summer riding season. Still does not excuse such treatment of a customer with very specific needs and is willing to pay for any of the services, but it's just one of those "human things" that sometimes happens. Maybe a re-engagement with the management to state again what your needs are might have them change their minds. Hope it eventually works out and you get you bike fixed up! The have to remember that it's satisfying customers with special need like you do that sets the best companies apart from the others.

Chombi