[PG2]

I worked for a large ford dealership for many years - one that has been mentioned in this thread.

I think some of you guys are missing the point from a customer satisfaction point of view.

Mr and Mrs Smurf are not happy with the service they received from a Ford dealership today. Whether they are right or wrong with their expectations is not the point - they are not happy.

Once Ford and dealerships start acknowledging the fact that they need to fulfil customer expectations and if they can't be fulfilled offer alternatives (not just trot out the ol' "You need to book it in for next week") people may start returning to Ford.