"I have a CPAp machine and my mask was broken "

I have cpap machine and my mask was broken ,so I came to exchange my mask as last time they told me if your mask breakdown you can come directly to us without any appointment as we will replace it but as usual when I went to respiratory reception, with my cpap machine, lady started ,oah no body knows what size mask and you needed to call us before you come and she told me now come next week as I need to know what size your mask ,and actually I did came with whole machine but they really don't care about patients time as they like people to suffer and now since one week I am getting problems with my breathing because of broken mask.