Have to book car in to replace removable part

The retaining pins on the removable parcel shelf of my new Duster collapsed so they issued a replacement which they phoned me to collect. Since it is a removable component of the vehicle, I expected this to be a fairly quick process, however, there was complete chaos at the service reception where I was sent to parts who then sent me back to \book the car in"and was then told that it would take hours to do this and I should rather leave the car and wait for a courtesy vehicle! <br> <br> The service reception parking area is a disgrace. The front parking area is tiny so you have to park down a side alley full of ******* and builders rubble where nobody seems to be handling incoming vehicles (this branch seems to have been under continuous construction for at least a year).<br> <br> Do you really think it is reasonable for a simple process of swapping a faulty removable part to take hours"