Disappointed and Confused

We called last week inquiring about service to our Aquamaster water softener. We were told that you didn't carry Aquamaster parts, which we understood, but that you were capable of diagnosing the issue and doing a quick repair if one was warranted. I scheduled an early morning Friday appt but it didn't pan out for a variety of reasons, one was which I was told you were dealing with two separate water softener 'emergencies', which I took to mean repair-related issues. Rescheduled for this afternoon (sept 7) - it was a bit outside the window of time we were given, but the dispatcher called to say that a service person would be dropping by momentarily. A few minutes later, said service person called and explained that he couldn't do anything for me because "we only install water softeners, not repair them'. He told me there was no point for him to come by as he wasn't able to service it in any way shape or form. I don't understand ... when we called, we spoke to a gentlemen (sorry, didn't get a name) who explicitly said that they could send someone to look at it, diagnose the issue and either fix it or suggest where to go to fix it for about $185. I don't really understand how we went from that promise to a 'sorry, we don't do that type of work' in a matter of a week. Seems like the right hand isn't talking to the left at HyPro ...