Yep, I'd totally echo this. Sometimes it's not the reliability that puts someone off but how it's dealt with. Case in point is my dad with his Evoque; looked after by Pentland and Macrae & Dick all it's life so despite a plethora of issues (averaged 1 trip to the main dealer every month in its first 3 years which is 160 mile round trip) he was absolutely happy. He just did his usual Inverness trip to coincide. Courtesy car always available, coffee offered, updated regularly on progress and would run him into town from the dealership to go and get breakfast etc if it was just a while you wait job. Then Parks took over and he's close to burning the thing to the ground he's so frustrated with it. Not because it's any less reliable, but because they are more incompetent than either of us thought it possible to be. Where before they'd push borderline warranty cases through for him, now they refuse to honour even what should be genuine warranty claims. And if something fails that takes 6hrs to sort because they need to dismantle half the car, they don't even think to mention anything else in there which needs attention while they're there, they just bolt it back together and then with a straight face when something else in there fails 6 weeks later suggest it'll be another chargeable 6hrs. Oh how a dealer can make or break a brand. I'm experiencing a similar lack of service from my local BMW place who will willingly 'pre-decline' warranty claims for efficiency!All these little bits wrong/missing etc but so far I am impressed with how they are looking after you. Which of course they should be but in this day and age, the amount of dealers that would have told you to like it or lump it far outweigh the good ones out there.
So I'm very happy to see a fellow DW'er be treated well
While the van sounds like it's got some issues I think their approach to fixing things seems pretty reasonable, bordering on going above and beyond, in an effort to do the right thing for its new owner. Paying for the day out is a lot more than most places would do yet I'm sure left a much more positive feeling towards them!