Factories don't generally make what TD tell them to... although some would like you to think that
If anything,It's generally the other way around
In rare cases TD have a degree of influence and/or can commission a particular piece to the factories at their expense
Now with that said you've been unlucky and that's not the norm,straps are generally longer than what you describe but you should have asked,knowing you have a large wrist
Your dealer seems to offer cooperation by telling you they will look into it,try working with him