complain of some poor service

over here, i shall not mention names directly coz i dun wanna get sue. Now, i should be the one suing ppl.

as some of you might know, my mum has hearing problems.
after considering whether to go for surgery or hearing aid, we have finally made a decision for her to get hearing aid, due to the fact that she is pretty old, and is a diabetic, so we do not wanna risk her life.

thus, we went back to a "particular" company where i shall named as ABC
there is the this consultant who i shall named as FFF.
after seeing him, my mum, sis and bro are very mad.
during the 1st visit, my 2nd bro and i went with my mum.
while this time, my sis and 1st bro went with my mum instead.
and many irritating things happen.
after the whole incident, i called the boss of ABC (let me name him as QWERTY) to complain. This is generally the few points that i say, and some rebuke from the boss.

Q1: after the 1st visit, FFF called me twice. During the 1st time that he called, he mention that he understand that we haven seen a ear specialist for my mum's condition, but my mum's condition cannot be solved by surgery. BUT THIS IS NOT TRUE. Our doctor has told us clearly that my mum's condition CAN BE SOLVED BY SURGERY. A consultant from another company has told us the same thing clearly. Why lie? so as to sell your product? This is very irresponsible.
A1: There might be some misunderstanding in this. Your mum's condition might can be solved by surgery, but for her age and being diabetic, it might be too risky to do so, thus that's why FFF has said that.
Q1 again: your explanation is very right, i agree, but then FFF did not tell me this. He said that IT CANNOT BE SOLVE BY SURGERY. if i am an ignorant idiot, i would have fully believe in him and let my mum fixed the hearing aid w/o considering other possible soluution, but i am NOT an ignorant idiot.

Q2: FFF insist that my mum is lying (about something). I do not know what's going on coz i wasn't there, however, how can he said that my mum is lying. WE ARE THE CUSTOMERS. even if there is some misunderstanding, he could have said that she might have forgotten or remember wrongly, but LYING? this is a personal attack.
NO REBUKE

Q3: FFF kept repeating that we MUST trust his professional opinion, whenever we enquiry about something. What does this mean? even our doctor never said such things to patient, and we are not even his patient (in the case). Does this means that whenever he cannot answer something, he will just blindly said that we MUST TRUST HIM?
A3: FFF might not be good in his words, but you must understand that he is one of our top consultant. Many of the top civil servant and even directors of doctors are taken care by him. He is very good in this area, thus many people trust him etc etc. FFF is actually quite old, and being experience in this area, he definitely feels that he is good and you should believe in him.
Q3 again: i cannot disagree that FFF might be very good in this area and very knowledgable, but being in this line, shouldn't he be more sensitive towards the patient? Maybe he is very good, but his weakness can lead him to his failure.
(actually at the moment, i feel like telling the boss that "we are not buying some vegetables froms market, thus we are definitely not wrong in enquiring our doubts. Moreover this is something that my mum is going to put in her ears, it might cause big damage to both her health and mental mind if there are problems in it.")

actually there is alot more to write, but i'm really getting very fed up liao.. i shall post my complain letter (if any) later. nevertheless, i must say that FFF is very rude during the visit and giving us a feeling that he is looking down on us that we do not have money to pay. i could have throw money in his face lor..
anyway, my sis did mention that having taking care of top civil servant and directors of company explains why he have such a big ego.

Our prime minister mention about improving service. If service for specialty good is no good, what else do we expect from other area?