What they want to happen is exactly how the copier works, which means they have something else that is conflicting with it.
So recheck that Auto rotate is on exactly like this in Machine Status > Tools > Service Settings > Copy Service > Auto image rotation...
And that the copy settings are not different than this (Just to verify it works and eliminate conflicts)
And if all is right and it still wont work you could try updating firmware, but this issue is not listed as being an issue ever in any version, so this step is just "throwing things at the wall until something sticks" troubleshooting.