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@VanUden
That's odd and doesn't sound like them at all to be honest. Any idea who served her? The bloke I tend to deal with, who's a nice guy, is called Sean, he's always been good as gold and has often knocked a few quid off things for me.
There was one occasion when I took some carbon forks in to be trimmed (literally about 3mm needed to be shaved off the top of the steerer) and one of the slightly older guys that works there tried to convince me it couldn't be trimmed and I should just buy some more spacers. But I dug my heels in and a young guy from the workshop (who was confident it would be fine) trimmed it perfectly in no time. On reflection I think someone less stubborn could well have folded.
If you felt like it and went in with your friend (once you've got the full story from her if you haven't already) I'm sure they'd be open to listening to her. The bloke you want is the slightly older guy, Gary, he's very approachable although he's often busy.