Door Latch problems of the 2001 Toyota Avalon

The contact owns a 2001 Toyota Avalon. While the vehicle was parked she attempted to open the driver's side door and she heard a snapping noise. She then stated that something in the door latch was broken. The door would not open from the inside. She had to roll the window down and open the door from the outside. The vehicle was not taken to the dealer. She called the manufacturer and was told that it was a wear and tear issue not a safety issue. The vehicle was not repaired. The failure and current mileages were 84,000.