Managers to important to speak to clients and broken equipment

Went to the Gas Company Centurion today. Ques was short (only one client waiting) Ask them to refill my Gas bottle IT TOOK THEM MORE THAN A HOUR to fill it with 3 kg of gas, when I asked why it took so long they told me their machine is broken, when I asked what is broken as it may damage my bottle etc they could not explain, I asked to speak to somebody that knows what is going on, only to be told the managers are in meetings and cannot come sort client enquirers out and I have to wait. People this is a standard 3kg gas bottle refill why can it take so long?