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I believe, the more money a person spends on an item, or product, the better it should be, also leading the consumer to stray away from thinking about the Chances of anything going wrong, or getting additional insurance, especially trying to reason with if the price of insurance is worth the cost. The consumer should not be frustrated when the product they purchased did not last very much, and that is the chance they took. No matter how a consumer looks at it, where a person buys something, the seller , dealership has the final say in the situation.
A person can be frustrated, but that's where things end. Showing empathy, instead of proving the sellers , or dealerships policy is a good step in de-escalating a frustration, and possibly maintaining a customers loyalty , and respect. Trying to help the customer continue on with their busy schedule, even if they can not provide a complimentary temporary replacement would also show that an employee is making an effort to be helpful. I believe that would travel far in a heartfelt situation.