Quick but Contact Centre Consultants not listening

They were quick however we had 2 emergencies and both times the Contact Centre people don't listen properly. They had send us a Car Tow Truck instead of a Motorcycle trailer so our bike was dropped twice on the truck while transporting it, after we said on the call it's a bike. The first time we called them after talking about a bike all the time, the contact centre person still asked if we have a spare wheel since we had a puncture, then I had to remind them that it's a motorcycle ... where would u have a spare wheel on it 🤔.