Failing to meet needs

one of my supplier(A) which is a big company , they had a few department
sales and marketing
technical staff
administration

often times when company grow, it is not neccesary positif if , it is not implimented with the right culture and structure of management.

this is what happen one customer came in looking for a parts(for a machine at end price RM450) that will cost around RM20 at end price. Sales person from Supplier A told the customer that they run out of stock for that particular model machine that is worth RM450 when first purchase.

Customer complain
- only used 3 year
- dont tell me after 3 year i got to keep buying a new machine when u run out of stock for that parts or any part of the parts for the machine

Supplier A respond
- we cant do anything, NO PARTS.
- suggest solution is that she can either buy a new machine unit at RM450.00 and trade in her older machine at a lower price.

Me at one corner observing and thinking
- saw that parts and can be rectify&modify to meet what the customer wanted (probably at RM30 service charge)
- cant just go ther and past my card to that customer, cos i am in my supplier office. Biz ethically not right to steal biz in such way especially in supplier premise.
-ignorant sales person only knows how to sell rather then solve problem and if she did call out their technician they could solve the problem.

At the end i left that place with an heavy heart, felt pity that she had to bleed her pocket just bcos of an inexperience sales person.

some big companies just hire people without giving them proper training, just to fill up those un occupy task.