But if it really isn't doable, what can they possibly say? It's either no again, or a vague maybe that's really a no but they don't want to have to say it.
There's no headway to be made if they actually can't do what you're asking for.
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I'm inclined to agree to an extent. I like my Hroth as is and wouldn't feel the need to change his hair even if I could. That said, the fact they have such a limited selection to begin with, in addition that they can't even cycle between the 2 hairstyles that share the same face is still troubling. There's a reason almost every Hroths chose face 2 - because both their hairstyles [and/or face itself] are the best of the 8.