Each situation is different, and how they are handled may also be different.
Only suggestion I have for the future is either:
- take a range of pictures using a camera with a date stamp. Offer to show them to the service manager or representative, as a documentation of the condition of the trailer.
- do a walk around with the service rep, and document on a basic diagram any existing defects or damage, similar to the inspections performed when renting a car. Date the inspection and have your and the service dept signatures on it as a representation of its condition.
I had a dealer scratch both front chrome wheels on my truck during tire changes, then claimed I brought the truck in that way and called me a liar to my face. Needless to say, I no longer do business with them. No one will take the same care you do with your stuff. I also suspect the fine print on the service agreement you signed will say the dealer is not liable for incidental damage to your trailer. They very likely had the legal right to tell you to go away, regardless of the customer relations impact.
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