OP, no idea where you went, but I do not believe this is the normal case. I went to RSW, 114 W Guava St, Lady Lake, FL 32159 (352) 674-9361, and purchased a new ball with a completely new grip. Rob did an excellent job. I had a removeable thumb hole installed, the original was a little small, so I purchased the next size larger. Rob did several measurements, and made sure the ball was correct before I left, the reason for the larger thumb hole was my thumb tends to swell a little when bowling.
Hope this helps.
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Pennsylvania, for 60+ years, most recently, Allentown, now TV. 
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