You can try your luck basically.
It's their own words on their own service note, so they only have themselves to blame if people try and take them up on the offer, because it is a genuine fuck up on their behalf.
But, even if you were to get a result, don't expect the work to get done in the very near future, because i'd imagine paying customers will get sorted out first, especially as these bikes are teenagers now.
And your bike has certainly had a bit of a misspent youth.