Having been a Saturn owner for 14 years before buying my smart, I can tell you that Saturn has been on a downward slide for quite a long time. Some of it may be local, but I can't help but feel a lot of the changes came from higher up. This is my Saturn story.
When I got my first Saturn, right out of school, I loved it. The staff was friendly, the no-hassle cost was lower than most cars in it's class and I loved a lot of the features, including the panels. Plus the fuel economy was actually really good for the era, something not many people were paying attention to at the time unless they were trying to figure out the "cost-to-own".
Seven years later I was doing well financially, but the car was having issues. I'd put
a lot of millage on it and was ready for an upgrade. I'd taken my Saturn to the local dealership for
all my maintenance, and as a result they gave me a great deal on the trade in. So I jumped to a new Saturn, and kept going there for the service (I even bought the "pre-paid" service plan).
A few years later though, things started to change. The cars started to get bigger, with a clear focus on the "VUE" and the luxury models. They started dropping the plastic panels, losing the one brand specific thing they had. Slowly the focus changed from making the experience of owning and maintaining the car enjoyable to making it "affordable". Not that the prices went down, in fact they went up, but the quality of the work and the feel of the place went down considerably.
By the 5th year in my second Saturn I barely recognized the dealership. Most of the people, both on the sales floor and in the service center, had turned over within a couple years. The look changed, and there was a regular push to upgrade to the new model vs repairing the existing car. I started looking for a local garage to handle my maintenance.
When I heard about the smart coming to the US, I jumped on it. It had everything I liked about the Saturn: The panels, the light feel, and a good fuel economy. I plunked my $99 down and waited... I wound up selling my Saturn a few months after getting my smart. The new owner works near me, so I see the car regularly and I know it's still doing ok. But I wouldn't want a new one, even before GM announced it was going away.