When I first read that, it looked like $20,000 SERVICE COST, not, "20,000 miles service cost" ah for the love of semantics hehe.. but I did read the thread..
If San Francisco's service department has changed their tone and is starting to treat their loyal customers like second-class citizens, then we should bring any concerns to the sales people, brand manager, and CEO if necessary. Carl, you know who these people are but if you need me to send you contact information please send me an email directly.
As someone likely pointed out, it shouldn't matter if we are bringing in a classic 240D, an eco-friendly smart car, or a guzzling C63 AMG -- we all demand the same level of courteous, exceptional service that we expect to receive from our chosen brand(s) of vehicle. Indeed this was one of the reasons I bothered to buy my smart car in the first place, along with the maximum optional service contract.
Buying a smart makes a statement, not only for us but for the car maker to uphold. One way for a brand to lose passion is to allow the hired help to treat customers disrespectfully.
The next car we purchase may likely be a different manufacture -- so I believe it behooves a dealership to address any problems with service or other visits, help maintain healthy, loyal relationships, encourage repeat business, and instill advocacy from their clientele.
We are not only owners of a vehicle taking us from point A to point B, we the drivers are an extension of the company, a voluntary sales and marketing force for the good or worse of the brands we tout in consumer forums (like this one) and elsewhere.
Threads like this often deteriorate into a bashing and ranting session, and surely I don't want that -- so I ask anyone adding to this please give us your service experience with the details as Carl has done
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