I thought it would be a simple thing. The rear windshield wiper blade was gone. Upon inspection, it looked like the clip was broken, but I couldn’t tell whether it was simple replacement or if the bracket was damaged.
I called the service department in the hope that I could stop by and have someone take a quick look and assess the situation. The service representative on the phone insisted that the matter could not be handled with a quick stop and, by the end of the call, I was scheduled for an appointment and a loaner car because “it would take at least a day to assess and fix the problem.”
When I arrived for the appointment, the on-site service person who was checking the car in noticed that the rear wiper blade was missing. When I informed him that the missing wiper blade was my reason for being there, he took a quick look, removed the broken remnant of the wiper from the clip, and escorted me to the parts department for a replacement wiper which snapped right into place.
No wait, no loaner. I was so thankful for the flexibility and smarts of the “front-line” person and drove off with my new rear wiper blade.