As I remember, service contract work pays the least, regular warranty is a step up with customer pay being the highest. The techs would really complain when the repair was a service contract as the labor rates were less, the labor times were cut from even regular warranty. If you had a creative writer or service manager, they could get some of the labor time back so the tech and department got hosed less. Its like being stuck between squabbling children that don't want to play together. You may have to get testy with the mothership on the contract as its theirs and they need to stand behind it and you are not going to be the referee between the mothership and the dealer. You are the customer that bought it, they sold it to you and they need to stand behind it otherwise its media and possible legal time.