People who answer phones, sometimes called customer service reps, don't know what the actual answer is. They think if they keep asking a supervisor or Jim for help, they will get a bad performance review (or they are lazy). If they give what sounds like a company answer, they get rid of you and no one is the wiser. They didn't want to get caught not calling you before work was done or for telling you that their policy is to call when it is not. If the calls were logged and monitored, they will get caught. A good company will realize that made-up answers to cover mistakes or laziness loses customer loyalty....and therefore business; and gets posted on forums. Glad you were able to do "another complete rebuild" in short order.
Jim Carter is a good Guy and runs a good company. Parts may not be rebuilt in house. They are sent out. That's why the rebuilder was not "available".

Right is right, even if everyone is against it, and wrong is wrong, even if everyone is for it. - William Penn