Would you be surprised if a random local window cleaner in your town took heard your issue/problem and had little interests in your concerns and no answers? Why expect anything different JUST because they are a JW?
I learned much from realising how much I expected out of JW's and the reality of what I found.
I guess the question is, "What would a non God appointed, human organisation look like and feel like to interact with?" Bingo! So why the surprise at the nonchalance?