Gravells Kia Fforestfach

My wife contacted Kia about a recurrence of a problem which happened in June 2018.
On that occasion they took 6 weeks to fix the problem.
She went to the Kia service premises and explained the situation and asked if it were possible to have a courtesy car whilst they checked the problem.
She was told that courtesy cars are not kept on the premises awaiting people to breakdown!
She was also told that it would be late afternoon or the following day before her car could be examined.
Today (Thursday) she was told it would be checked and she was asked to phone back in the afternoon.
Meanwhile I phoned the Service on 3 separate occasions only for the phone to remain unanswered ( I think it was picked up and put down immediately). Finally I pressed button no 1 and got through straight away and was able to ask what time the service department closed.
My wife called 45 minutes before they were due to end their day and had he same trouble with the ignored calls and in desperation she called sales and explained the situation.
They said they would get someone to phone her!
Amazingly they did, a very pleasant female informed her that they had been examining the car for the past hour and found an oil leak. She was then told that the car would need to be able amen on a long run in order to ascertain whether or not this was the problem and they would contact her after the my run on the following day.
My questions are:-
1 Why the attitude in the first place about the courtesy vehicle - the car is still well within the warranty!
2 Will Kia pay for the car hire?

Had superb service on Friday when my car broke down. Dan bent over backwards to get me a courtesy car so that I didn't have to cancel my weekend plans. Absolutely fantastic

Can't fault the customer service at this branch. Dan is so friendly and helpful. Just wish he was still in Llansamlet branch, because it would be much easier for us to get there.

Excellent experience here today! Dan really went the extra mile. Excellent service, friendly conversation and brilliant advice. Thanks so much Dan!

Thanks to Dan and his team @ Fforestfach.
They worked hard to get car back on road so that we could use it to travel to a wedding.
Excellent and friendly service.

Took my Stonic for an MOT and service at Gravells Fforetfach, again, fabulous service!
It was made so easy for me.
The curtesy car was waiting, the staff are friendly and welcoming and do exactly what they say they’re going to…
I would definitely recommend THIS garage, without doubt, the best in Swansea!
Thank you so much 👍

Dan and the team have been extremely helpful over the past few months sorting both my servicing and warranty issues. Friendly team who are always willing to go the extra mile to help you out. Cant recommend enough!

Absolutely amazing customer service. My car had gone into this Kia twice within a week for the steering rack and windows - I was given a courtesy car and some air fresheners for the inconvenience! Special thanks to Dan, you’re a life saver!