Is it just me? Or is arcteryx repair center people refusing to do repairs

Ive had 2 goretex jackets ive sent in where the repair center refused to make the repairs stating contamination and delamination. I take very good care of my goretex jackets but how can they expect there's no body oils on the jacket? I should note my jackets get washed regularly. I feel they weren't as stubborn in the past.