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NooNYuki
Hi NooNYuki,
I think that may be it—they just don't want to admit fault. Of course, if there had been no problem, they would never have offered you a free retake!
A fat whiteboard marker is unfair and not standard (see this link, which mentions "a fine tip marker"). Choose the other centre (the one you mentioned reaching out to) if you can, and consider filing a complaint and walking out if you're offered a leaky whiteboard marker again.
All the best.
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