Though road side service is basically for them to find someone to help you, I don't think its right that they seem unprepared and unable to send someone to you sooner. To me, the road side assistance programs should do their due diligence up front before they get customer calls to ensure their customer's get timely quality affordable help. Its a tricky business, I get it, but they could do better. Too many complaints on the web about it.
I have coach-net, never had to use it, but their policies are similar. They won't buy you a tire or pay the labor for the replacement. I can't speak for the vendor's they will use or how fast they can get to you. Of course it depends on the area you break down at.
I've just come to the realization that if I ever breakdown and I need to call them, its probably going to take the half the day or night.