TIC
My wife had to go back and forth for a week in preparation and it still took 2 days for me to get mine. My wife did not accept "no" she demanded to talk to supervisor. She ended up 2 levels up the chain before we got it figured out. I do not doubt their response on not knowing how to do it. There are no consistent processes for them to follow. If you do not have a translator, find a company who helps foreigners get car license and go from there. It may cost you up to RMB1000 by the time it is said and done but it is money well spent. You have to keep pushing.
Oh yes, need to add again that my wife is local Chinese. You need someone local to help.
Good Luck
DT