Universal Suppliers/ Metrofibre

So fibre went down at home/business. Dealt with Maryke at Metrofibre...she is the most awesome lady...understanding and helpfull. The problem i have is that Metrofibre send a contractor Universal supplier out to fix the line. This contractor did not have the necessary stock in his vechicle to fix the problem. He did not want to splice the line because he said that were insufficient fibre line. I have 5m inside the office that he was not interested in. This type of service is giving Metrofibre a bad name and will surely cost them customers in the future. He was not prepared going to my site (i did send a photo of the damage)and just referred me back to Metrofibre. So i guess my business will down until Monday. My question is why did he even bother comimg out to site.