As long as its authentic Hermes will ALWAYS fix a bag providing you have not taken it elsewhere to be fixed or messed with in any way.
They will indeed replace handles-I could have the handle on my 40year old Kelly replaced but when they gave me the cost I decided to keep it as it is and put the money towards another bag.
The beauty of buying a Hermes bag is the after-sales service.
Yes it costs and it isn't quick but there is no time limit on it.
But I do of course understand -its your bag and if it bothers you you need to raise your concerns with your SA sooner rather than later.
good luck!
And do keep us updated