Public servants not following the laws to the letter can introduce legal risk. If OP had somehow found the right person at the DMV high up enough to do somethin

Public servants not following the laws to the letter can introduce legal risk. If OP had somehow found the right person at the DMV high up enough to do something about this, they probably could have, but giving discretion to bend the law at even a 'manager' level might be too much of a risk for the state.