Toyota invented the Toyota Production system "The Toyota Way" which is all about efficiency, just in time etc in Manufacturing which has been much copied by every other Manufacturer, only Toyota and Nissan have taken the principles of quality and efficiency and converted them for the retail environment, very successfully (hence the low service times etc. Toyota struggled with the recalls but also converted a phenominal amount of customers into new cars when the recall was being done, so they didn't lose out.
My day job is in improving main dealers all over the UK, and the issues are always the same, poor process, delivered by poorly trained and unmotivated frontline staff, usually managed by people that don't have a clue . . .
This guys case is not exactly a one off . . it's a taxi and high mileage, if the fault was reported legally under warranty he would have recourse against Network Q legally, however he has failed to maintain the car (and I've no idea what the fault is) as per the required intervals, but an engineer would be able to prove whether the fault was consequential from the lack of service or indepedant and hence not linked. I#d say his plan has backfired so far as he believed that the dealer/manufacturer would cave in but that doesn't seem to be the case. Self Employed Taxi Drivers are reknowned in the industry for skipping servicing, and wanting something done for nothing . . . on the surface this guy fits that opinion.