I had something very similar to that happen to me when I working there as well. I worked as a merchandise host and this back when Tatsu was still under construction. I was working at Superstore and this girl with asthma just finished climbing the hill. She then went to Superman and came back dehydrated and just collapsed. Her family helped her up and asked me if I can get a some help for them and possibly get a wheel chair. I called guest relations and told them the situation. They told me the exact same thing, "tell her where guest relatons is and we'll give her cold water and a wheel chair." I responded by saying she can't even walk, she's sitting on the floor in front of me with her family. The guy then told me "tell her family to carry her down here." I hung up on him and called human resources. They told me that what he did was unnaceptable and they told him to come up and help the girl. He came up, but had attitude because he had to walk all the way around the park and up the hill.
Another case of bad service was also at superstore. There was somene in a wheel chair who was all excited to go on superman for the first time. I was chatting with them for a while and then they went to wait in the queue. They came back to me about five minutes later and said the employees wouldn't let them on because the ride wasn't wheel chair accessible. I told them that wasn't true and I called guest relations. I told them the situation and they said "that's not our job, call ride operations, they'll deal with it." So I called ride operations and they were mad at me because they said I'm not a ride operator and that it's not my business. But soemone did come to help, but once again they were mad because they had to climb up the hill.
Magic Mountain really needs to do something about their general manager and their employees as well. Like Allen said, most of them are too lazy to do things and always say "That's not my job."