I suppose the key question is "what model of VFD is it ?". I can't tell from that photograph.
Maybe they don't have field service parts for that model anymore, or maybe they don't have a regional field service person who is qualified on that model or frame size, or maybe they have changed policies on field repairs for specific types of damage, or maybe there's a commercial issue that's preventing them from dispatching a service engineer.
In my experience, large AC drive service is one of the best competencies for Rockwell Automation field service; they have specific engineers who are trained and qualified and are just known as the "drive guys", who do commissioning and repair. There is very low turnover in those sorts of FSEs, but not zero.