Cannot provide a srew to repair a bike

Can you believe that this brand that has been known to me since childhood is not able to supply a ***** to repair my Son's bike. Last year we bought him a new bike for Christmas with gears. My son is an avid rider, about a month ago when he was riding his bike, the ***** keeping the gears in place came off the bike. The ***** actually fell out and went missing. We went to Game who we bought the bike from just to find out what ***** we needed to purchase or where we could get hold of the part to repair the bike. We received such bad service at the store that they agreed to have the bike repaired on our behalf. The bike has now been with them for a whole month and they have still not managed to get the repair done because Raleigh have messed them around. In addition we received such attitude from the Raleigh representative, can you believe he actually told my husband that this repair was not worth his time. How can someone supply a product and not be in a position to provide parts or at least the size of the ***** so that we can repair it ourselves. I am disgusted with both the attitude and service from Raleigh, twice they have not pitched to do the repair.