If we were to look back merely at the disagreement points, and leave out all of the drama, this is just a disagreement about whether or not a survey should be answered in the context of a ‘good deal’ economically.
My stealership sends both sales and service surveys. When they do good, they get good surveys. When they had to deal with my dynamat drama during the door lock recalls, they got amazon gift cards for handling it pretty much trouble free, even though I know I created at least an extra hour of work. OTOH, the 3 visits for the moon roof breaking ... yeah, not such a good survey on that visit.
That said, please don’t discount at least the underlying point from
@Mister Pinky that you can and should sometimes resolve things at a lower level of outrage. Like when they did the moon roof repair, my roof was covered with greasy finger and hand prints. On one hand, I was glad to be out of the peasant car and back in a Raptor. OTOH, I felt this did not show the proper level of respect for my stuff, so I sent the service mangler an email with pictures saying this repair did not meet my expectations. I didn’t drop a bad online survey on them because I knew by then that the work was actually done externally. Still, they should have cleaned up damnit.
