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I should also mention that my criticisms are not of my direct SA, James, who has been very helpful. He was noticeably frustrated last Friday and has been very responsive while my car has been there. He's even gone through the trouble of tracking down some parts locally (they need to warranty a strut) because what I need is backordered and would take about two weeks to arrive; all so I don't have to listen to a squeak.
My first post should have been more of an indictment of ownership rather than the staff. I think what it comes down to the dealership being packed into a city block, which gets overwhelmingly busy. Watching the service department operate for 30 minutes was chaotic. Processes probably need to be improved in order to put their employees in a position to provide great service.
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