Customers treated very differently

My daughter bought a low mileage second hand Grand Vitara from Suzuki, took it for a service and asked them to also have a look as it was getting a bit hot. They said a hairline crack in block. Long story short it ended up costing her over R50k AFTER they gave her a 75% price reduction on a new block. Read in magazine about another person who seemed to have the same issue and in his case Suzuki replaced the block and total cost to customer was NIL, no parts or labour charged for! Suzuki also admitted to this person (name known to me) a batch of 2008 engines had this issue with cracks showing up around the 100k mark. I queried why the two cases were treated so differently and after a month of me chasing them for an expalnation I received a generic mail about each case being considered individually. From the information I had the two cases seemed almost identical. Suzuki also refused several requests to be given contact details of a senior manager, this sort of gate keeping always raise questions about why. Am now trying to find out via social media about others who had similar problems and how they were treated.