Yah, that IS "hard to bitch about", and I hear ya on the "upfront" as well.
(In a perfect world...)
Wasn't trying to defend the Dealership (since I wouldn't know them). I was remembering some time I spent on the desk at a Cycle shop, and how I wanted to have the solution at hand for even a MINOR "oops" B4 calling the customer.
It was a LOT easier to say "by the way, we had to replace this for you 'cause it got scratched by accident" or "someone bumped your bike, we've got a replacement part on the way to take care of it for you" than to call with a "we had a problem doing the repair, it'll be a bit longer 'cause we're figuring out how to fix it right for you". (Grin)
At least you've got a decent loaner while you're waiting.