I don't know the answer ( can take an educated guess tho ) but if someone doesn't read the T&C and simply assumes, then they have no room for complaint.
A little story which echos of the above:
I bought a new Volvo V50 when they first appeared in the UK. A few days later travelled from Scotland to Manchester where the car came up with a fault saying do not drive. Long story short, Volvo assistance ( the AA ) supplied me with a rental car and the AA returned the car to Scotland on a low loader. They contracted out a local recovery firm to return the car. We went round the car with a fine tooth comb noting everything - and I mean everything. There was a hair line scratch on an alloy that I never saw until it was pointed out to me that got noted down. We signed the damage sheet and the car was handed over.
Four days later I received a call to say the car was ready to collect. When I saw the car I noticed the rear wheel arch had a big bash in it so went to back in to the dealership. ( Arnold Clark - say no more! )
"We don't know anything about it."
"Well what about the damage report when you accepted the car?"
"We didn't do a damage report. We didn't actually accept the car, we didn't even know about it, we just turned up for work and there it was, parked next to the barrier". The keys were posted thru the letter box, not even a note. We called Volvo and they told us the story."
The damage was such it looked like a crow bar had been used to release the straps that held the wheel on to the low loader. Looks like they tried to prise the strap loose, the bar slipped and it hit up and underneath the wheel arch. So I contacted the delivery firm...
"We delivered the car at 4am"
"err, what about the damage report? When collecting the car we did a comprehensive damage report then signed an agreement, so I expect the same when you hand the car over?"
"There was nobody there so we did the report ourselves"
"You did the report yourself !! Nobody to confirm it? 4am on a foul February morning in Scotland... How could anyone conduct a damage report in the dark in high wind and pi55hing rain?"
"It was probably vandals"
"Vandals? Vandals break windows and damage doors and steel things from inside the car, are you telling me the vandal bend down on his knee with a crow bar and hit underneath the wheel arch? The car was YOUR property, YOU had an obligation to make sure it was handed over properly in the same state you received it?"
"Best contact a lawyer" came the reply! If that guy was standing opposite me, I'd probably have punched him at that stage.
So I first contacted Volvo assistance. They said it was between me and the the AA. "But my contract is with you". Ended up contacting the AA, they didn't want to know either. So I contacted the legal assistance arm of my insurer and their advice was it would be too expensive to take the company to court, in a case where they thought I'd loose !!!
I simply can't believe it. I could have taken them to court myself but same scenario, it's an expensive game if you loose; it's much easier paying £100 excess.
The one thing I learned from that experience is never to take out legal assistance on my insurance because they're not interested unless the case is 100% win and there's money in it for themselves. If it's that obvious then I don't need anyone to act on my behalf.
So in summary, if the garage want to play the 'computer says no' game, then basically you're stuffed. You can take all the advice in the world but even if that advice is you'll 'probably' win, that means there's a chance you may not.
That JLR garage? Under normal circumstances it'd be a public relations disaster for JLR to tell those claimants to feck off, but their typical clientel are so stupid, they'd still buy a JLR product without hesitation. Those owners have been shafted IMO yet I bet most of them will go straight back out and buy another JLR product because it makes them feel superior. ****s. They'll probably have to leave their next car at a dealership when it break down. No wonder folk are having trouble finding insurers who'll insure their Range Rover.