Mark, I have for all of my working life been of the opinion that it is FAR easier and FAR cheaper to satisfy a customer, as in the case of the Range Rover, than to fight the case and lose AND receive bad publicity. I am at a TOTAL loss as to why a DP or Service Manager would put these people through such a nightmare. I guess some people just like the drama.Look at Trump and his daily battles in both his Presidency, personal and business lives for example. The problem is that big corporations, and small businesses as well, tend not to think in terms of customers as being their biggest asset. They think of them as only cash cows to be milked and then forgotten.