Claim Rejected Prematurely

I contacted Motorite day before my vehicle went in for a service. There systems were down. I left my contact details with Lerato and she didnt contact me back. My vehicle is now at Ford and Motorite and rejected claim for brake disks to be replaced as they are 38000km old and not 40000kms old. Difference of 2000kms These was all supposed to be discussed prior to my car going into Ford however no one contacted me back due to systems being down. Due to my brake disks being rejected at 38000kms I'm now no longer able to replace my disk brakes even when it reaches 40000kms.

This is absolutely ridiculous, the life of my front brake disks are 2000kms short, this is not malicious just normal wear and tear.