That’s true, but there are only certain instances when those offers are extended (usually when they’re safety or warranty-related). If a customer is complaining simply because they had to wait longer than their liking to have a car serviced or because the dealer won’t honor a certain promotion, in my experience,…

I have to disagree with your statement here. It can help somewhat for a customer to speak directly with a regional/zone rep (versus a front-line customer service rep), but not much.

Everything Steve says is 100% spot on.