Has anyone had any issues having their windshield (windscreen!) replaced?

I got back from a whirlwind trip to Australia on Saturday to find my screen had been cracked whilst the car was sitting at the 'secure' parking at Heathrow - traveling 'cattle class' for 22 hours was bad enough without this.
The car should have gone in to Autoglass today but, as we all now expect with this car, they have to go to DC for the screen and they don't know how long it will take! Anyway I was just concerned that they may cause damage whilst removing the surround. I am not sure what is involved as there is no reference in the manual as to how it is removed. It doesn't inspire confidence when they say "A crossfire? we've never done one of those before)!