Hi SK, I think there could be some misunderstandings here. I am not trying to speak up for Mr Phang but just offer my thoughts. Perhaps you could try to console your collegue that things may not be like what she imagined.
As we all know, we can choose our own solemnisers but the ROM site does advise that we choose someone nearby to where you hold your ROM, to be fair to the solemniser as well as probably to save transport cost. For eg. no point engaging someone you know is quite good from Jurong to Pasir Ris.
In my view, as long as he/she is under the list of soleminisers, they are authorised and have their professionalism. The reason why ROM expect us to contact the solemniser 1st b4 registering is to ensure he/she will be able to make it for your slot. Considering if a solemniser is very fully booked, I supposed he has a choice and probably has his own committment to reject some cases as he might think its too far away from his other appointments. I dun think he would be able to explain everyone of his committments/ appointments when he does reject any else I guess he would be double busy.
I supposed we need to be more understanding especially when we are engaging quite a popular solemniser.