Well, actually, I'm not EMA, but you're right, they wouldn't do that. Something seems to go consistently wrong at the larger bases - less so @ MAN than at our sister company, Britannia Gatwick who apparently have their own rules, policies and customer service plan, fortunately combined with a unique hands-off management style.
If you want it done right, take it to a smaller base, whatever it may be. However, all of this is nothing new, so I'm trying to kill this thread off if poss - it's going nowhere and is just washing dirty linen in public (my fault for starting and then rising to the bait I know - sorry).