Horrible to deal with I work at a dealership that ...

Horrible to deal with I work at a dealership that doesn't sell this product and trying to help a customer with a claim. They told me they wouldn't pay the time my tech needs to perform the work. Along with they wont cover parts that were broken due to the original part snapping and breaking plastic. Then they hung up on me after they told me they wont cover those parts and that they will make more money if I send the customer to the selling dealer. So much for customer service. The customer has since called and got more time and the plastic parts covered. Why is it that the customer can get approval but not a certified dealer?