Your are correct that is all up to the dealer, each one has a different view on what on going customer service is and is not. With the amount of money you spend on these you would assume that they should give you a loaner, it just does not always happen.

Yes, at BMW they also offer to pick my car up at my home and bring it back to me. Service is just better with these other companies. It is a shame for Land Rover, they just don't get it.