My rather forceful conversation with the service manager was done to refocus his attention from trying to blame anyone but himself to trying to fix the problem. He had trouble understanding that I wanted the problem fixed. Later I had a discussion with some other dealer folks where I tried to make these points: We needed a good, strong dealer in this area so we don't have to travel to CT or NH. Service experiences like the one I had doesn't help their business. I shouldn't have to demand that a mistake be corrected. The service department should at least have voicemail, if not answer the phone. This dealer's service behavior has driven us out of state before and it looks like they just did it again.