From what I've heard, to try and limit mistakes and returns, CSR's are only supposed to sell you parts that are listed for the grill you own. When you call, they can see a list of what grills you have registered. They click on the grill you want parts for and schematic/parts list comes up.
Apparently, the lid bale doesn't show up as a superceding/compatible part. Another possibility is that on the details page of the old bale, the new one might be listed, but the csr either didn't go that far, or didn't know to. Difficult to say exactly what happened.
More experienced CSR's will probably know that the new bale is a valid replacement part and would have sold it to you.
One way to try and get around the issue to begin with is when asked, just tell them the specific part number that you want to order. Be kind of vague if need be with any other information.
In this case, say "hello, I'd like to order part #65188."
If they ask what it is, tell them it's a lid bale for a Performer.
If that doesn't work, as kneab said, just call back and speak to another CSR. When you find one who will sell it to you, you might mention that you called x times before and were refused. They might try to make it up to you in some way.
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