I agree! I've been in this trade for over 40 years and do a lot of training and trouble shooting for our company. In many cases, we don't bill the customer for my time if I'm trouble shooting an issue that other techs have billed time against with no solution. Sure, it costs us money, but we keep the customer. In the long run, keeping the customer is paramount as there are a lot of small independents in this area that charge a smaller rate, and will try to steal the account.
I have found that many of the small independents are poorly trained on the newer models with their elaborate electronic systems, and rely on trial and error to correct a problem by throwing parts at the truck.
I've often said that the cheapest rate is generally not the most economical rate when you factor in the lack of support, diagnostic equipment, OEM back-up, training, and experience.
Give me the OEM dealer every time!!